If you are returning a Cosmic Ears product for a repair, refit, service, or refund, please follow our guidelines to do this in the safest way possible. You will be informed when we receive the product, and updated on any necessary steps along the way.

Please DO NOT return anything to Cosmic Ears without contacting us first.

If you have not yet filled in a refit or a repair form, and need to do so, please follow the relevant link below.

How to return items to Cosmic Ears:

• Please ensure that your products will be protected when you return them. Use the case provided in your order, and enclose in bubble wrap, tissue paper, or any protective material to avoid the items moving around in transit. Safely packaging products to return to Cosmic Ears is your responsibility.
• Send your parcel using a tracked service to avoid items going missing. Insuring your parcels may also be appropriate to make sure you can claim your money back in the event that your package gets lost. Remakes and replacements for missing items may be chargeable so it is a good idea to ensure you can be compensated by your chosen shipping company if needed.
• If you are returning your items from outside the UK, please state clearly on the package: "RETURNED FOR REPAIR, NO COMMERCIAL VALUE" to avoid custom/duty fees*.
• If you are returning items for a repair or refit, please include a copy of the form you completed in the package. This is to ensure we can match up the item to your enquiry.
• Please make a note to your chosen courier to deliver the parcel between 9am and 4:30pm Monday-Friday, to ensure we receive it during our open hours. If you need to, you can get in touch with us to check that staff will be present to receive your items.

Please note that if you are returning your in-ears back for repair, they must be returned immediately after the issue has been reported, whether this has been reported via a repair form or through contact with a member of our customer care team. Continued use of the in-ears after the reported issue will void the warranty.

You can learn more about our warranty through the link below.

* 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 repair or refit, are covered under warranty, and the warranty has not been breached, Cosmic Ears will be responsible for return shipping costs.

If you receive your Custom IEMs and they arrive faulty, not as described or do not function as they are supposed to, then please get in touch with us and we will be able to help. You will need to provide clear evidence that your item turned up in this condition, and that you are eligible before requesting a refund.

You can report this by filling in a repair or refit form, or by contacting us via email or telephone. Please see our Contact Us page below.

If your product is proven to be faulty, then we will be happy to discuss the details of any refund with you directly. A follow up email will be sent if the refund is discussed in person or over the phone.

There will be an admin and restocking fee for any special returns determined by Cosmic Ears.

Please note, we do not offer any refunds on shipping costs.

You will not be eligible for a refund if the following applies to you:

• If you purchase an item with the knowledge that it may be faulty upon purchase. (For example, our b-stock products may have higher risk of faults occurring; it is up to your discretion if you order any b-stock items from Cosmic Ears.)
• If the item has been damaged through trying to repair it yourself or getting someone other than Cosmic Ears to repair it. Although, you may still be eligible for a repair service if this is the case.
• If you no longer want the custom item.
• You are not happy with the sound, or the sound is not to your preference, unless the output is faulty.

We do not offer any refunds due to fit issues, if the product has been made with impressions taken by anyone other than Cosmic Ears, or one of our recommended Audiologists.

You can find this information about our refit process through the link below.

If you wish to request a refund before you receive your product, you may do so, providing your product has not yet gone past the 'Shell Creation' stage of
production. Our custom in-ear monitors are made bespoke for each individual, and as such we do not offer refunds once the product is past this stage of
production.

If you are still unsure if you are eligible for a refund or would like to request a refund, then please contact us and a member of our customer care team will be happy to assist.

If you receive your Custom IEMs and they arrive faulty, not as described or do not function as they are supposed to, then please get in touch with us and we will be able to help. You will need to provide clear evidence that your item turned up in this condition, and that you are eligible before requesting a refund.

You can report this by filling in a repair or refit form, or by contacting us via email or telephone. Please see our Contact Us page below.

If your product is proven to be faulty, then we will be happy to discuss the details of any refund with you directly. A follow up email will be sent if the refund is discussed face to face or over the phone.

There will be an admin and restocking fee for any special returns determined by Cosmic Ears.

Please note, we do not offer any refunds on shipping costs.

Our generic products are made to order, and as such we do not offer refunds on orders once they have gone into production. If you would like a refund on your order before we start production, please get in touch with us at your earliest convenience.

If you receive your Custom IEMs and they arrive faulty, not as described or do not function as they are supposed to, then please get in touch with us and we will be able to help. You will need to provide clear evidence that your item turned up in this condition, and that you are eligible before requesting a refund.

You can report this by filling in a repair or refit form, or by contacting us via email or telephone.

If your product is proven to be faulty, then we will be happy to discuss the details of any refund with you directly. A follow up email will be sent if the refund is discussed in person or over the phone.

There will be an admin and restocking fee for any special returns determined by Cosmic Ears.

Please note, we do not offer any refunds on shipping costs.

We do not offer any refunds due to fit issues, if the product has been made with impressions taken by anyone other than Cosmic Ears, or one of our recommended Audiologists.

If there is an issue with the fit of your CHP, then please visit our refit page for more information.

If you are experiencing issues with the filters, please note that these can be replaced and a full refund may not be necessary.

If you wish to request a refund before you receive your product, you may do so, providing your product has not yet gone into production.

If you are still unsure if you are eligible for a refund or would like to
request a refund, then please contact us and a member of our customer care team will be happy to assist.