Refund and Returns Policy

Effective date: September 2, 2026

1. Our Promise

We want you to be completely happy with your ZTONG product. If something is not right, we are here to help. This policy explains how returns, refunds, exchanges and warranty claims work for orders placed on ztong.shop (operated by Yiwu Zitong Trading Firm, China).

If you have any questions, email us at 18938846771@163.com — we usually reply within 1–2 business days.

2. 30-Day Return Window

You may return most products for a refund or exchange within 30 days from the date your order was delivered:

  • Products must be in original condition: unused, unmodified, free of damage, with all original accessories, cables, ear tips, packaging and documentation included.
  • Returned items should be packed securely in the original box (or a sturdy equivalent) to avoid damage in transit.

This 30-day window is longer than the minimums required by law in most markets, including the 14-day withdrawal right for EU/UK consumers under the EU Consumer Rights Directive and the UK Consumer Contracts Regulations.

If you are an EU/UK consumer and change your mind for any reason, you may cancel your order within 14 days of receiving the goods by emailing us at 18938846771@163.com. We will refund the full purchase price and standard delivery cost. Please note: if you have opened the sealed packaging of an item covered by the hygiene exception below, your right of withdrawal may be lost for that item.

3. Hygiene Exception — Ear Tips and Other In-Ear Items

For hygiene reasons, and consistent with standard practice in the audio industry:

  • Ear tips (silicone / foam) and any other items that have been inserted into the ear may only be returned if they are unopened and in their original sealed packaging, or if they are defective.
  • Ear tips that have been opened, tried on, or used cannot be returned for a refund unless they are faulty.
  • This does not affect your rights regarding faulty products.

In-ear monitors (IEMs) and DACs themselves are not subject to this exception — but we do ask that you do not insert used ear tips into another customer’s product; if a return includes used ear tips, they will be discarded for hygiene reasons and the product will still be inspected for a refund.

4. Defective Products and Damage in Transit

  • Arrived damaged: If your order arrives damaged or with missing items, please contact us within 48 hours of delivery at 18938846771@163.com with your order number and clear photos of the damage (outer box and product). We will arrange a free replacement or a full refund, including any return shipping costs.
  • Faulty product: If a product develops a fault during normal use, please contact us. See Section 8 (Warranty) — within the warranty period we will repair, replace or refund it at no cost to you.

5. Non-Returnable Items

The following cannot be returned or refunded, except where they are defective or your statutory rights say otherwise:

  • Items returned after the 30-day window (unless covered by the warranty in Section 8);
  • Ear tips and in-ear hygiene items that have been opened or used (Section 3);
  • Items that have been modified, misused, or damaged by the customer;
  • Gift cards (if sold in the future);
  • Items marked as Final Sale at the time of purchase.

6. How to Start a Return

  1. Email us at 18938846771@163.com with:
    • Your order number;
    • The product(s) you wish to return;
    • The reason for return (changed mind / wrong item / defective / damaged);
    • Photos if the item is damaged or faulty.
  1. We will reply within 1–2 business days with return instructions and, where applicable, a Return Merchandise Authorisation (RMA) number.
  1. Pack the item securely in its original packaging with all accessories, and clearly write your RMA number (if issued) on or inside the package.
  1. Ship the item to the address we provide. Please do not ship any return back to us before receiving our instructions — returns sent without an RMA may be delayed or refused.

Note for international customers: return shipping to our facility in China can be expensive. For faulty or damaged items we will cover reasonable return shipping costs (please confirm the method with us first). For change-of-mind returns, you are responsible for return shipping costs. For larger-value items you may also be asked to provide the customs invoice marked “Return of goods” to avoid import charges on the return shipment.

7. Refunds

  • Once we receive your return, we will inspect it within 3–5 business days and notify you of the result.
  • Approved refunds are issued to your original payment method within 5–10 business days after approval. Depending on your bank or payment provider, it may take a few additional days for the refund to appear on your statement.
  • Refunds include the product price. For change-of-mind returns, original outbound shipping costs are not refunded. For faulty/damaged items, we also refund the standard outbound shipping cost you paid.
  • If you paid with a discount code, the refund reflects the amount actually paid.
  • Exchanges: if you would like to exchange an item (for example, a different size of ear tips), tell us when you contact us. If the replacement is a different price, the difference will be charged or refunded as applicable.

8. Warranty

All ZTONG products include a 24-month (2-year) limited warranty against defects in materials and workmanship, starting from the delivery date:

  • What we cover: manufacturing defects that affect the normal functioning of the product during the warranty period (e.g. a driver that stops working, a dead DAC channel, a cable that fails under normal use).
  • What we do: at our option, we will repair, replace the defective product with the same or an equivalent model, or refund the purchase price.
  • What is not covered: damage caused by accident, misuse, liquid ingress, unauthorised modification or repair, normal wear and tear, cosmetic damage that does not affect function, or damage caused by using the product with incompatible equipment.
  • How to claim: email 18938846771@163.com with your order number, a description of the fault and (if possible) a short video or photos demonstrating the problem. We will confirm eligibility and arrange the remedy. Where a replacement is sent, the warranty continues for the remainder of the original warranty period or 90 days, whichever is longer.

9. Our Contact Details

Yiwu Zitong Trading Firm

  • Address: Room 202, Unit 1, Building 27, Zone 1, Xialou Village, Chengxi Subdistrict, Yiwu City, Jinhua City, Zhejiang Province 322000, China

Nothing in this policy affects your statutory rights under the consumer-protection laws of your country of residence. If any provision of this policy conflicts with a mandatory provision of local law, the local law prevails.

Shopping Cart