Refit Warranty
Cosmic Ears provide a limited refit warranty on custom in-ear monitors, for a period of 60 days from the original shipping date. Within this time, you are eligible for up to two free refits.
Please note, on our CES range, we provide a limited refit warranty of 45 days from the original shipping date of the monitors.
Cosmic Ears produce custom in-ear monitors as a direct replica of accepted impressions. When we receive the impressions that will be used to produce your order, they will be checked to ensure they are compatible with our production process.
Your impressions will be checked to make sure they meet the following requirements:
- They have been taken using material that is compatible with our production process.
- They are free of any visible imperfections.
- They cover all areas of the ear required for production.
- They have been taken to the second bend of your ear canal, using an otostop.
- They have been taken with a bite block in the centre of the mouth, to keep the jaw open.
Cosmic Ears will inspect the impressions in accordance with these requirements, however it must be noted that Cosmic Ears cannot verify that the impressions are an exact copy of the ears. This is the responsibility of the audiologist. Fit issues can be due to complications during the impression taking process, such as that they do not meet one of our requirements. Therefore, we strongly advise to use one of our recommended audiologists where possible.
If you need recommendations for audiologists in your area, follow the link below to find our Store Locator.
Even with the best impressions, there can still be times when a refit is required, as there are so many variables when creating custom in-ear monitors. We always recommend to wear your new Cosmic Ears for a couple of days after you've received your order, to give you a chance to become accustomed to the way they fit.
If you find, after trying them for a few days, that you are experiencing some fit issues, you are welcome to get in touch with us and our customer care team will be happy to help you through the refit process.
What makes me eligible for a free refit?
- You must complete a refit form, and return your monitors within 60 days of the date you received your order. (For our CES range, you must return your monitors within 45 days of the date you received your order.) You can find this date on your warranty card. If you are unable to return your monitors immediately for any reason, you still need to complete a refit form, and you will need to let us know at your earliest convenience.
- Your impressions must have been taken following our guidelines.
- Your impressions must have been taken by one of our recommended audiologists.
- You must ensure you are inserting your monitors correctly. Please visit our tutorial on how to do this.
If you are not eligible for a free refit, do not worry, you can still have your monitors adjusted. Please get in touch with us and our customer care team will be happy to assist!
DISCLAIMER
- Cosmic Ears produce CIEMs as a direct replica of the your impressions. If our lab team find any issues with your impressions, and you choose to go ahead with your order using those impressions, we cannot be held responsible for any fit issues with the final product.
- The refit process involves making adjustments to your monitors, based on the information you provide us in your refit form. Therefore, it is extremely important to include as much detail as you can about your fit issue, to help our lab technicians understand where adjustments need to be made. It is your responsiblity to ensure the information provided is thorough, so that we can execute your refit accurately.
- Products or parts that have been modified or altered without the written permission of the company.
- If your monitors are not covered under the refit warranty, any refits required will be chargeable.
- If your monitors are covered under the refit warranty, you are eligible for up to two free refits. After the second refit, any following refits will be chargeable.
- Cosmic Ears custom in-ear monitors provide up to -26dB of isolation. It is impossible to offer complete isolation with any form of custom in-ear product, as sound travels through the body's bone structure. Please keep this in mind when you are checking the isolation of your monitors.
- If you are experiencing issues with the seal of your monitors, you must check to make sure that a bite block was used when you had your impressions taken.
- If you confirm that you are happy with the fit of your monitors after going through our refit process, any following refits will be chargeable.
If you find you are experiencing any fit issues, you are required to fill in a refit form.
Please provide photos and videos of the monitors in and out of your ears, and as much detail as you can about your fit issue, such as where in the ear you feel it is occurring. Even the smallest details can be useful for our lab technicians to understand how best to adjust your monitors.
You should print a copy of your refit form, and include it with your monitors when you return them to us.
Please follow the link to our refit form below.
Once your refit form is filled in, you can return your monitors to our address:
Cosmic Ears – returned for repair, no commercial value
Unit 1, The Courtyard
51 Station Road
Cheadle Hulme
Cheshire
SK8 7AA
United Kingdom
When returning your monitors please state clearly on the package
'RETURNED FOR REPAIR - NO COMMERCIAL VALUE'
This will help to prevent any complications with delivery, such as customs charges.
* Please note, Cosmic Ears are not responsible for paying custom/duty/tax fees on items returned for a repair, refit, service or refund. Customers will be sent an invoice for any applicable customs charges, so it is important that "RETURNED FOR REPAIR - NO COMMERCIAL VALUE" is stated clearly on the parcel.
Customers are responsible for any costs associated with shipping items to Cosmic Ears. If the products are being returned for a refit, are covered under warranty, and the warranty has not been breached, Cosmic Ears will be responsible for return shipping costs.
Remakes
If your monitors have been through our refit process for a third time, and you are still experiencing fit issues, a remake of one or both monitors may be necessary to rectify the issue.
Remakes of custom in-ear monitors are chargeable. If a remake of your monitors is required, we will discuss costs with you directly.
We may also require new impressions from you in order to begin the process of a remake.
A remake involves producing a brand new set of monitors, and as such the turnaround time for remakes is the same as our turnaround times for new orders. You can find our current turnaround times on our product pages for each custom IEM model. For more information on lead times, you can check out our lead times article by following the link below.
Please note, expedited turnaround times on remakes are not covered as part of Artist or Industry Support agreements. If you require your remake to be completed out of our current lead time, you will need to get in touch with us and check that we have capacity to accommodate your deadline. Any expedited turnaround times may be chargeable.
This is why we stress the importance of using our recommended audiologists.
Getting your impressions right first time will significantly reduce the risk of any fit issues with your monitors.
Pre-Fit Process
When we check the quality of your impressions, we will either accept them, reject them, or mark them as borderline.
When your impressions are marked as borderline, this means we can go ahead with production using those impressions, but there is a higher risk of the finished product causing fit issues. As such, any refits required for monitors made using borderline impressions will be chargeable.
If you do choose to go ahead with your order using borderline impressions, if you have any piercings, or if your monitors require a remake due to persistent fit issues, we may contact you with regards to using our pre-fit service.
If pre-fit shells are made due to impressions being borderline, the customer is responsible for covering shipping costs to and from Cosmic Ears. If pre-fit shells are made for any other reason, Cosmic Ears are responsible for covering the cost of shipping to the customer, and the customer is responsible for return shipping.
During the pre-fit process, we will produce a set of shells and send them to you, so you can try them on and advise on how they fit, before returning them to us so we can continue with the production of your monitors. This can help to prevent any fit issues with the final product.
If you are happy with the fit and seal of your pre-fit shells, this will be confirmed over email.
Please note, if you experience any fit issues with your monitors after you have confirmed you are happy with your pre-fit shells, any refits required will be chargeable.
Custom Hearing Protection (CHP)
Cosmic Ears provide a limited refit warranty on custom hearing protection, for a period of 45 days from the original shipping date.
Within this time, you are eligible for up to two free refits.
What makes me eligible for a free refit?
- You must complete a refit form, and return your CHP within 45 days of original shipping date. You can find this date on your warranty card. If you are unable to return your CHP immediately for any reason, you still need to complete a refit form, and you will need to let us know at your earliest convenience.
- Your impressions must have been taken following our guidelines.
- Your impressions must have been taken by one of our recommended audiologists.
- You must ensure you are inserting your CHP correctly.
If you are not eligible for a free refit, do not worry, you can still have your hearing protection adjusted. Please get in touch with us and our customer care team will be happy to assist!
If you have a fit issue with your CHP, you are required to fill in a refit form.
Please provide photos and videos of the hearing protection in and out of your ears, and as much detail as you can about your fit issue, such as where in the ear you feel it is occurring. Even the smallest details can be useful for our lab technicians to understand how best to make adjustments.
You should print a copy of your refit form, and include it with your monitors when you return them to us.
Please follow the link to our refit form below.
Please note, our custom hearing protection provides up to -26dB of isolation, as it is designed to protect your ears.
If you are getting an excellent seal and good isolation, this is what the product is intended to do. If your CHP are not causing you any discomfort, but you wish to have adjustments made that will impact the integrity of their seal, you will be required to confirm in writing that you understand the product will no longer protect your hearing.
If your CHP have been through our refit process for a second time, and you are still experiencing fit issues, a remake of one or both sides may be necessary to rectify the issue.
Remakes of custom hearing protection are chargeable. If a remake of your CHP is required, we will discuss costs with you directly.
We may also require new impressions from you in order to begin the process of a remake.
A remake involves producing a brand new set of custom hearing protection, and as such the turnaround time for remakes is the same as our turnaround times for new orders.