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Your music moment. Music Sanctuary, the specialist in customised portable audio.

Refund Policy

Returns (for Custom In-Ear Monitors, back-ordered products, pre-order products, built to order cables; custom cables; other custom products)

Orders will only be processed when full payment is made.

As the products are all custom built or are on pre-order with a turnaround time that depends on the manufacturer, unfortunately, we can't offer you a refund or exchange.

However, should you experience any fit, comfort or product serviceability issues, please contact us immediately and we will provide after-sales support for your product.

For fit and comfort issues, you are entitled to a free 30-day refit period (shipping not included for international customers) from the day you receive your product, which should not happen as your ear impressions are made with a certified professional audiologist. But in the unfortunate event that such issues arises, please be rest assured that we will provide the utmost support to ensure you are satisfied with your product.

Shipping
To return your product, you should mail your product to: 14 Scotts Road, #04-35 Far East Plaza, Singapore 228213.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over S$75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.