Shipping, Returns & Warranty

Shipping

Everything is stocked and dispatched from Band Factory at 40 Hewletts Road, Mount Maunganui. 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 — 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.

Playing a show this week and cutting it fine? Email info@bandfactory.nz before you order and we will tell you honestly whether it will make it.

Returns

This summarises our refund policy. It 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.

Before you report a fault, please try the obvious thing first: if one side has gone quiet or intermittent, it is almost always the cable, not the earphone. Swap in another 0.75 mm 2-pin cable if you have one. If that fixes it, we will just send you a cable.

For anything else, email info@bandfactory.nz with your order number and a short description — a phone video of the fault helps enormously. 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 out of the box, it is a seal problem more than 90% of the time. Work through the fit guide first — two minutes and a different tip size usually solves it. If it does not, talk to us; we would far rather help you get it right than take a return.