Band Factory · KZ in-ear monitors
Shipping, Returns & Warranty
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Shipping
Everything is stocked and dispatched from Band Factory at 40 Hewletts Road, Mount Maunganui. Free NZ shipping applies to every order. We currently ship only within New Zealand.
| Where | Cost | Time |
|---|---|---|
| New Zealand (tracked courier) | Free | 1–3 working days |
| Rural New Zealand | Free | Allow 1–2 extra working days |
| Pickup in Mount Maunganui | Free | By arrangement |
Orders are dispatched the next working day. We will email your tracking number as soon as your order is packed.
Need your order for a show? Email info@bandfactory.nz before ordering to check the expected delivery time.
Returns
Our returns information sits alongside your rights under the Consumer Guarantees Act 1993. Nothing here reduces them.
Changed your mind: 14 days
Return within 14 days of delivery for a refund or exchange, as long as the earphones, cable and packaging come back in as-new condition and the sealed ear tip packs are unopened. Return postage is at your cost, and original shipping is not refunded.
Why opened ear tips cannot come back
Ear tips sit inside the ear canal. We cannot resell them once the pack has been opened, so opened tips are excluded from change-of-mind returns. You can still return the earphones and keep the tips. We will not deduct anything for them.
This does not apply to a faulty product. If something is genuinely faulty, your Consumer Guarantees Act rights apply in full whether the tips have been used or not.
Faults and warranty
Every KZ set we sell carries a 12-month warranty against manufacturing defects from the date of delivery. Ear tips and the detachable cable are consumables and carry 3 months.
If one side has gone quiet or intermittent, try another 0.75 mm 2-pin cable if you have one. If that fixes it, we will send you a replacement cable.
For anything else, email info@bandfactory.nz with your order number and a short description. A phone video can help us identify the problem. We reply within 2 working days. Please do not post anything back before you have heard from us.
Warranty does not cover crushing, liquid damage, or modification. It does not limit your Consumer Guarantees Act rights.
Sound quality is not a fault
If a set sounds thin or bass-light, check the ear-tip seal using the fit guide. If the problem continues, contact us for help.
Getting hold of us
Email info@bandfactory.nz, or use the contact form.
Band Factory, 40 Hewletts Road, Mount Maunganui, Tauranga 3116, New Zealand.