Refunds and Returns

• Soundz Custom fit in-ear monitors

We do not offer a return policy for our custom in-ear monitors.

If you wish to cancel your order of in-ear monitors before we build them, you must cancel the order within 24 hours. We will process your refund within 5 business days.

We are unable to offer a refund after your in-ear monitors have been built or after the manufacturing process has started.

• Soundz Universal fit in-ear monitors

We offer a 15-day return policy for our universal fit-in-ear monitors.

If you wish to return your universal fit-in-ear monitors, you can return them within 15 days of the purchase. You must return them in their full package unharmed, along with the payment receipt.

If the monitors are damaged or even scratched we can not accept the return.

If the package, cable, or accessories are damaged, we will charge you for the cost of the damage.

Our return policy does not cover shipping costs. All shipping costs are paid by the customer.

FITTING WARRANTY

Impressions and Bite Blocks

Using a 1″ bite block when you get your impressions is very important. Don’t use less than an inch. Don’t chew. Don’t open your mouth without biting on a 1″ block. If you don’t use a bite block or use less than an inch, your monitors will likely not seal or fit properly. Using much more than an inch may also lead to an improper fit.

Our fitting warranty is valid only if the Soundz ear impressions audiologist guide is followed properly!

We will fix, fill, or remake any earpiece returned due to poor fit or malfunction within 60 days of dispatch.

If required, we will need new impressions to remake your custom-made products.

Warranty

The warranty for all the Soundz products is 12 months from the date of the receipt. The warranty does not cover products that suffer damage due to improper handling, accident, unauthorized repair, changes in ear physiology, fair wear, and tear, or damage caused by oral secretions, fluids, and water inside the filters.

Soundz guarantees all products against defective manufacturing materials and workmanship for 12 months from the receipt date. The guarantee does not cover damage due to abuse and blockage due to ear wax and moisture.

Things not covered under warranty are as follows:

• Blockage due to wax or debris in the earpiece
• Misuse or accidental damage
• Attempts to rectify by unauthorized persons
• The fee to the impression taker when redeeming a voucher
• Postage and packing fee when a voucher is canceled

Shipping

All orders are shipped with DHL Express, with delivery time usually being 2-5 working days.

All orders are shipped via DDP shipping (Delivery Duty Paid). That means you do not have to pay anything for import fees or customs duties. Hurray!

For in-warranty defects or malfunction, please fill out a service form (https://soundzcanada.com/service-repair/) and we will prepare a shipping label for you, covering all costs (shipping costs, repair costs, customs and tax fees)

For out-of-warranty defects or malfunction, please fill out a service form (https://soundzcanada.com/service-repair/) and we will get in touch with you to inform you about shipping and repair costs.

Need help?

Contact us at info@soundzcanada.com for questions related to refunds and returns.