We had a problem twice, shure sent replacement in new box/packaging. Not sure if 'brand' new or refurbished......

Once (a 3rd incident), my son sat on right ear piece and we sent for inspection/estimate/repair and shure did it for nothing (again under warranty - but clearly not considered normal wear/tear problem).

I'd send to them to inspect and then follow-up with phone call; they're in Chicago area and all the tek guys I've ever spoke with are super nice.