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 by our certified staff members. But in the unfortunate event that such issues arise, please be rest assured that we will provide the utmost support to ensure you are satisfied with your product.
Returns (for in-stock products)
In-stock products, such as completed cables and off-the-shelf universal In-Ear Monitors, are subject to a 20% restocking fee if a refund is requested. Refunds for in-stock products require that we receive the returned product in an undamaged and unblemished state, with full packaging and accessories.
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 cannot guarantee that we will receive your returned item, please take all precautions necessary when shipping items back to us.