Refunds | Zu’s 60-Day Satisfaction Guarantee

We work hard to make products you want to own and use, but if for some reason a Zu product doesn’t meet your expectations we count on you taking us up on our 60-day 100% money back satisfaction guarantee. We hope this will give you confidence to give Zu products a try, in your own home with your own system, to see how it performs and how it looks. In-home trials are the only way to really know if you are going to be happy or not.

New users should know that our loudspeakers are very burn-in sensitive. We perform an elaborate burn-in procedure at the factory prior to shipping but because of handling, temperature changes, and the fact that they will need additional play time to really sound their best in your system, we encourage you to try them for at least 30-days. We also hope and expect that if you can't get them sounding the way you like, that you call us for technical assistance on setup and let us help you get the desired sound; we're a friendly bunch and here to help. We are expanding our burn-in system and refining the process. We hope that in time we can have a burn-in and conditioning process that will yield great sound to the user with just a 24 hour play time. But before we reach "great sound within the first day or two" a bit of patience and effort on your end is appreciated.*

Products purchased directly from Zu qualify for this program. Zu products purchased through a Zu reseller may not qualify. Resellers that choose to participate in this program are responsible for refund to you. If you are not satisfied with your Zu purchase, please call or email for a Return Material Authorization (R.M.A.) request within 60 calendar days of the date of purchase. If the product is returnable, complete, and shipped in its original packaging, we will offer you a refund based on your original method of payment. Unless otherwise agreed to in writing, we do not permit the return of custom loudspeakers, custom cable lengths, custom cable finishes, custom cable terminations... custom products are only guaranteed to perform as specified and meet your custom order specifications.

You must return the product to Zu within 14 calendar days of the issuance of the R.M.A. number.

After 60-days, refund options are removed by PayPal, and most credit card services. Since a refund option is removed by these payment services, the fees and percentages charged by them are no longer refundable; for this reason, products that are returned and still deemed eligible for refund, but were purchased longer than 60-days ago, will be charged a 10% minimum processing fee.

If additional time is needed, say you are also evaluating the competition or another component that has not yet made it to you, simply email us at anytime within the first 60-days for an extension of the satisfaction guarantee; provided your request is reasonable we can extend the terms to 90 days and waive the 10% restocking fee.

This guarantee assumes the product has not been abused, misused or improperly repackaged. This satisfaction guarantee does not cover shipping charges, loss, or damage.

* Each year we get a handful of customers that purchase a pair of loudspeakers, and without contacting us or asking for help send them back for refund only having listened to them for a few hours. We think this is a disservice to both Zu and user. Under the same conditions but with the customer calling and asking for assistance, able then to explain that a few weeks of play time may be required for the speakers to open up and sing, the outcome is 9 out of 10 that the customer will be over the moon about the results and more than satisfied with the products performance. Realizing what a difference burn-in makes in the initial and long term satisfaction of the customer we try and keep the loudspeakers in the burn-in system for as long as we can, a minimum of 160 hours, and sometimes as much as 400. We wish we could run all loudspeakers through a 400 hour burn-in and conditioning cycle, but with our current system it's not possible. For additional information about burn-in on loudspeakers and cable please see our FAQ section.