RETURNS
POLICY

Effective date: 10 August, 2026

We are confident in the quality of our products. If you are not completely happy with your purchase, you can send it back. This policy explains your legal rights and how we handle returns in practice. Nothing here affects your statutory rights.

Your Right to Cancel

As a consumer buying at a distance, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

  • You may cancel at any time from the moment your order is placed until 14 days after the day you receive your earbuds.
  • To cancel, simply email info@tzuka.com with your order number. You do not need to give a reason. You may use the model cancellation form at the end of this policy, but you do not have to.
  • Once you have told us you are cancelling, you then have a further 14 days from the day you notified us to send the earbuds back.
  • You bear the direct cost of returning the earbuds if you change your mind. If you choose to use our prepaid Royal Mail label, we will deduct its £4.95 direct postage cost from your refund. You are free to arrange and pay for your own tracked return instead.
  • If your earbuds are faulty or not as described, we pay the return cost — see below.

Faulty or Misdescribed Goods

Your rights here are separate from, and additional to, the cancellation rights above. Under the Consumer Rights Act 2015:

  • If your earbuds are faulty, not as described, or not fit for purpose, you have 30 days from delivery to reject them and claim a full refund.
  • Your rights do not end after 30 days. Beyond that period you are entitled to a repair or replacement. If a repair or replacement is not possible, or does not resolve the fault, you may be entitled to a refund or a price reduction.
  • If your earbuds arrive damaged, contact us at info@tzuka.com and we will arrange a replacement or refund, including all shipping costs. Photographs of the item and packaging help us process this quickly, so please send them where possible — but they are not a condition of your rights.
  • We cover the cost of returning faulty goods in every case.

Our two-year limited warranty is a voluntary commercial guarantee offered in addition to these rights. It does not replace or limit them.

How to Return Something

1. Tell us

Email info@tzuka.com with your order number and, if you would like to tell us, the reason for your return. We will reply with confirmation and your returns instructions.

2. Generate your returns label

Our logistics partner Rapid Pack handles our shipping. We will send you a link to their portal on the Royal Mail returns website, where you can generate a returns QR code. For change-of-mind returns we deduct the £4.95 postage cost from your refund; for faulty goods the label is free.

3. Send it back

  • Pack the earbuds and their accessories securely. Using the original packaging helps, but it is not a condition of your refund.
  • Take your parcel and QR code to your local Post Office. The attendant will print and attach the label.
  • Keep your proof of postage. We will refund you once we receive the return, or once you provide evidence that you have sent it, whichever is sooner.

If you received a complimentary Tzuka t-shirt with your order, we would appreciate it back where practical — but it is a genuine free gift, so you will not be charged for it and your refund will not be reduced if you keep it.

Refunds

Change-of-mind refunds

  • We will refund you within 14 days of receiving your return, or of receiving evidence that you have sent it back, whichever is sooner. In practice we aim to process refunds within five (5) working days.
  • Your refund covers all amounts you have paid, including the £20 deposit and the £170 balance, plus standard delivery costs.
  • If you chose an express delivery option, we refund the cost of our standard delivery service rather than the express premium.
  • We deduct the £4.95 direct postage cost only where you use our prepaid returns label.

Faulty-goods refunds

  • Where you reject faulty or misdescribed goods, we will refund you without undue delay, and in any event within 14 days of agreeing that you are entitled to a refund.
  • Faulty-goods refunds are made in full, including all delivery and return costs. No deductions apply.

All refunds are issued to your original payment method.

Condition of Returned Goods

You are entitled to handle and inspect your earbuds as you reasonably would in a shop. Trying them on and testing the sound will not affect your refund.

We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product — for example, damage caused by use during training, or missing accessories. We will always tell you before making any such deduction, and explain the reason.

A note on your data. Because the TZ7 Ultra has onboard storage, we recommend deleting any music or audio you have loaded before sending it back, for your own privacy. This is a recommendation, not a condition of your refund. If you forget, we securely erase all storage on receipt.

Model Cancellation Form

You do not have to use this form — an email to info@tzuka.com is enough. It is provided because you are entitled to have it.

Complete and return this form only if you wish to withdraw from the contract.

To: Tzuka Limited, The Studio, Holywell Building, Holywell Way, Loughborough, LE11 3UZ, United Kingdom — info@tzuka.com

  • I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]
  • Ordered on [*] / received on [*]
  • Name of consumer(s)
  • Address of consumer(s)
  • Signature of consumer(s) (only if this form is notified on paper)
  • Date

[*] Delete as appropriate.

What This Policy Does Not Cover

  • Damage caused by accident, misuse, neglect, or unauthorised modification or repair. This does not affect your rights in relation to goods that were faulty when delivered.
  • Goods made to your specifications or clearly personalised, unless they are faulty or not as described.

Additional Notes

Exchanges

We do not currently offer direct exchanges. If you would like something different, return your original order for a refund and place a new order.

Returned products

Returned earbuds are inspected, fitted with new ear tips and sanitised. Where they are resold, they are sold clearly labelled as refurbished, never as new, and carry the same two-year warranty.

Your statutory rights

Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Questions

If anything here is unclear, email info@tzuka.com and we will help.