Cleaning your in-ears

We find the most common cause of sound deterioration in in-ear monitors is due to wax build-up in the sound tubes.

The natural wax from your ears can find its way into the sound tubes of your monitors. We have a Wax Prevention Cavity on the sound exits of all custom in-ear monitors, and we provide cleaning tools with all orders to help you remove the wax easily.

If the in-ears are cleaned after every use, no significant amount of wax should be able to accumulate inside the tubes beyond where the cleaning tools can reach.

If the cleaning tools are not used regularly, wax can build up and get pushed further down the sound tubes, where it becomes compacted. This can cause sound issues, and if the wax impacts the drivers of your monitors, there are times when the only way to rectify the issue is a complete remake.

Remakes are chargeable, and in the event that your monitors need to be remade, we will discuss any costs with you directly.

There can be occasions when moisture or sweat can accumulate in the tubes, which can also lead to issues with sound. We provide silica gel sachets in every order to absorb any excess moisture when your monitors are in their case. If you find you are experiencing problems due to sweat, we advise leaving your monitors out to air after extended use, to dehumidify them naturally. Or, you can use a dehumidifier.

Cable issues

Cables are subject to heavy use and as a result, can be the weak spot of any in-ear or earphone. For this reason all our in-ear monitors come with detachable cables so they can be easily replaced.

If your cable is not fully inserted into the sockets of your in-ears, this may result in an on-and-off signal and cause issues with sound cutting out, as well as phasing and EQ issues. This can also happen if the detachable ends of your cable have been inserted into the sockets upside down.

Luckily this can be fixed easily, by removing and reinserting the cable ends fully into your socket. The Cosmic Ears logo should be visible when you are looking at the faceplates of your monitors.

If you find you are having sound issues with your monitors on one side, we recommend swapping the left and right ends of your cable around, to check whether the cable is causing the issue, before you send your monitors to us for repair. If the problem moves to the other ear, the cable is at fault. If it is an issue with your cable, this could save you a lot of time!

Check your audio source

If you are experiencing sound issues such as distortion, particularly if you're experiencing it in both in-ears, it is always a good idea to check your audio signal chain to make sure there are not any external problems.

We often find that customers experiencing issues such as intermittent sound and distortion have a problem with their monitor system, so it's worth checking this before you send your monitors in for a repair.

Repair process

If you have troubleshooted your monitors, and you are still experiencing issues, you are required to fill in a repair form. Please identify the issue in as much detail as possible, to help our lab technicians diagnose your monitors.

You should print a copy of your repair form, and include it with your monitors when you return them to us.

Please follow the link to our repair form below.

Once your repair 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.

Products made using our production process have been heavily stress tested, and our monitors are manufactured using high-grade medical acrylic, to ensure maximum structural integrity.

If you can see damage to the shell, faceplate, or electronics in your monitors, please fill out our repair form and our customer care team will be happy to help you through our repair process.

If the damage is severe, a remake of one or both sides may be necessary to rectify the issue. Remakes are chargeable, and in the event that your monitors need to be remade, we will discuss any costs with you directly.

Please check our warranty page for more information.

If you have sent your Cosmic Ears in for a repair, our lab technicians will test your monitors thoroughly, and we will update you with a diagnosis before carrying out any repairs. Our turnaround time for repairs can vary depending on what each repair procedure entails. Please contact us via email or phone to discuss any deadlines you may have with our customer care team.

If your monitors are not covered under our 1-year workmanship warranty, or the warranty is void, some repairs may be chargeable. Check our warranty page for more details.

We will not begin any repairs until you have confirmed you are happy to proceed. However, in some cases our lab team may be required to remove your faceplates in order to make an accurate diagnosis.

We will not remove your faceplate without discussing the issue with you first. If any subsequent repairs are declined once the faceplate is removed from your shell, replacing your faceplate may be chargeable to cover labour costs. Any necessary costs will be discussed with you directly.

If you have tried our troubleshooting steps and you are still having issues, or if you have any questions before you fill in a repair form, you're welcome to get in touch with us via phone or email. Our customer care team will be happy to assist! Please find our details below.