Refund policy
Nothing in this policy affects your rights under the Consumer Rights Act 2015. Your goods must be of satisfactory quality, fit for their purpose and as we described them. If they are not, you may be entitled to a repair, replacement, price reduction or refund. Our "no refunds" position covers a change of mind only, not faults.
Our one-year guarantee
We guarantee our products against defective manufacture, faulty components (including the electronics in our Bluetooth and communication products) and defective materials for one year from purchase. The guarantee does not cover misuse, accidental damage, wax or debris blockage, changes in the shape of your ear, normal wear and tear, damage from solvents or harsh chemicals, or repairs by anyone other than us.
Cancelling an order for a bespoke product
Bespoke or personalised products are legally exempt from the standard 14-day cooling-off period under the Consumer Contracts Regulation 2013.
We start making your earplugs as soon as we receive your ear impressions, so we cannot cancel or refund an order for them beyond this point. Your adjustment, guarantee and legal rights above are not affected.
Free adjustments and remakes
If the fit or comfort of your earplugs is not right, please follow our fitting guide before asking for an adjustment or remake. If the problem continues, tell us within 30 days of receiving your order and we will adjust them free of charge.
If we cannot put it right after two adjustments, we will make you a new set free of charge if you supply new ear impressions at your own cost.
Standard items and accessories
Accessories that are not made from your ear impressions, such as pouches, cord and clip, cleaning tools, extension cables, comfort cream and hygienic wipes, are standard goods. You can cancel an order for them and return them for a refund within 14 days of receiving them, without giving a reason.
To do this, tell us in writing (email is fine) that you are cancelling, then send the items back within 14 days of telling us. If you change your mind, you pay the cost of returning them. Please return them unused and in their original packaging. Sealed hygiene items, such as wipes and comfort cream, cannot be returned once opened.
We will refund the price you paid, including standard delivery, to your original payment method. We may reduce the refund if the items have lost value because you handled them more than was needed to check them.
Ear impression appointments
Ear impression appointments are charged separately from the product, with the amount depending on the location and confirmed when we book your appointment. The fee cannot be refunded once your impressions have been taken.
How to make a claim
- Contact us by email at customerservices@ultimateear.com with your order number and a short description of the problem. Photos help.
- We will tell you how to send your earplugs back, and whether we need your impressions too. Please use a tracked service.
- We will adjust, repair or replace them, or refund you if you are entitled to a refund, and tell you which.
If we are repairing or replacing faulty goods, we will cover the postage both ways.
Contact us
You can reach us through our contact page.
