Return & Exchanges

GENERAL GUIDELINE

We offer a 30-day return / exchange policy starting from the day you receive your product:

  • Applies to all merchandise. 
  • Must be returned in as-new factory condition.
  • Must include all original packaging and accessories.
  • Physical damage is not covered under the warranty including liquid spills and cracks.

Please note that original order  freight cost(s) and return freight cost(s) incurred will not be refunded/covered.

By ordering from us, you agree to the following terms:if you claim a product is defective, we reserve the right to test it with our audio engineers. If we cannot find or replicate the defect, we cannot offer a replacement; you will be issued a refund, which may include any applicable fees. 

Your ability to return is voided if:

  • You blow out the headphone/IEM, or physical damage, or cosmetic damage to your purchase.
  • You fill out the warranty card (do NOT register for warranty if you do not intend to keep the item)
  • Missing packaging material (Box, insert, manual, even if the item is defective) We will not process

your defect return. Please keep all packaging for 30 days.

The following are FINAL SALE and NOT available for refund:

  • Special order / Customized order / Pre-order
  • Limited Edition, Special edition.Missing package, or supplied accessories
  • Physical damaged headphones/earphones

After we receive a return, refunds/exchanges can take 7 to 10 business days to be processed in the return queue. If we issue a refund, it can 3 to 10 business days for it to be credited back to you by your bank.

We reserve the right to cancel any order for pricing error.

Please note, if we discover an item has been tampered with, we will NOT issue a refund or accept a return.

FREIGHT FORWARDING DISCLAIMER
We shall not be responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to a freight forwarder or intermediary address/person. This means that we are unable to provide the customer with goods for replacement or refund.

RETURN BY MAIL
Please contact us within 30 days of receiving your order for a return authorization (confirmed by shipping tracking history), however the consumer must pay ALL freight costs. The same applies for exchanges. 

Returns without written confirmation/authorization from us can incur up to a 50% restocking fee. Return without original manufacturer packaging will be refused and shipped back even if the product is defective.

PLEASE NOTE:  We are unable to refund lost package returns.

EXCHANGES
Exchanges can begin once we receive the returned item. We will work with you on the most efficient way to use the refunded amount to cover the new item.

WARRANTY CLAIMS
Please read more details on warranty claims here: Warranty Policy.

RESCISSION OF SALE
Shipped orders cannotbe cancelled. 

Non-shipped orders that are NOT special orders / customized orders:can be canceled and refunded at no extra charge. We reserve the right to cancel any order if it has not shipped yet due to inventory, quality control, typographical errors, or payment processing issues. 

RETURN POLICY ABUSE
Our return policy is designed for customers who need it in good faith, which is the majority of you! Our regular customers should have nothing to fear.

We monitors the ratio of purchases versus returns, both in terms of quantity and of total value, whether through a single account or across multiple account.We alert customers if we feel they are in danger of excessive returns. If the customer continues to return after the warning, we will begin charging at least 10% in restocking fees (depending on the condition of the returned item/s). If we feel the return ratio exceeds a certain threshold, we reserve the right to refuse customers from purchasing from us again. 

NON RETURNABLE / REFUNDABLE PRODUCTS
Sales are FINAL on the following items:

  • Special order / Customized order / Pre-order
  • Limited Edition, Special edition.
  • Missing package, or supplied accessories
  • Physical damaged headphones/earphones

Please note yourability to return is voided if: 

  • You blow out the headphone/IEM, or physical damage to your purchase.
  • You fill out the warranty card (do NOT register for warranty if you do not intend to keep the item)

SPECIAL ORDERS / CUSTOMIZED ORDERS / PRE-ORDERS
Please note your card will be charged when you place your order.

Any item that we specifically order for a customer  cannot be refunded or canceled . Special Orders ship directly from the Manufacturer or seller to the consumer. If a Special Order item is defective, you may contact us for assistance in how to get a replacement for the item. However, the burden of replacing the item and the warranty claim will be the responsibility of the consumer.

ANY ITEM LISTED AS SPECIAL ORDER WILL BE SUBJECT TO THESE TERMS AND CONDITIONS WITHOUT EXCEPTION.

HOW TO REACH US
Contact us by email at Support@ears-phones.com and describe the issue in detail, including the return reason, along with your order number. Please send us a clear picture or video of the problem for defective, incorrect, or non-described items.