Refund policy

Our Fit Guarantee and 30-Day Money-Back Guarantee

The short version: If your custom earplugs don’t fit properly or perform to your expectation, tell us. We’ll adjust or remake them free for a full year. If you contact us about a fit problem within the first 30 days and we can’t get them right, we’ll refund the purchase price of the earplugs.

Why we ask for a chance to fix them first

Your earplugs are made specifically for your ears from impressions taken during your fitting. They can’t be resold or reused for someone else, and a significant amount of skilled labour goes into making each pair.

Our first-fit success rate is very good, but custom earpieces sometimes need a small adjustment.

Every ear has its own bends and contours, and the shape of your ear canal can also change with jaw movement. Even a well-taken impression can’t perfectly predict how your ear will move once you’re wearing the finished earpiece.

In most cases, a small adjustment is all that’s needed. That’s why we ask for the opportunity to correct the fit before issuing a refund.

How we handle a fit problem

  1. Tell us. Email or call us within the first year and describe what’s bothering you, such as pressure, a sore spot, sound leaking in, or one side feeling different from the other.
  2. Send us a couple of photos of the earplugs in your ears. Sometimes an earplug isn’t fully seated or the left and right sides have been mixed up. A photo lets us check that first and may save you a trip.
  3. If there’s a fit issue, we’ll fix it. If you’re local, come into our Burnaby or Surrey location and we’ll check the fit in your ears. If you’re not local, we’ll work from your photos and the impressions we have on file and may ask you to send the earplugs back to us.

We’ll adjust or remake the earplugs as needed, including taking new impressions when required.

If we ask you to mail the earplugs to us, you pay the postage to Vancouver Custom Earplugs. We pay the shipping back to you after the adjustment or remake.

Most fit issues are corrected with one adjustment. Occasionally, a second adjustment is needed. If we don’t believe another adjustment will improve the fit, we’ll tell you.

30-Day Money-Back Guarantee

If you contact us about a fit problem within 30 days of receiving your earplugs, your order is covered by our 30-day money-back guarantee.

We’ll first work with you to correct the fit. The adjustment or remake process may continue beyond the original 30-day period as long as you contacted us about the problem within those first 30 days.

If we’re unable to get the earplugs fitting properly after trying to correct the problem, we’ll refund the purchase price of the earplugs to your original payment method.

The earplugs must be returned to us before the refund is issued. You are responsible for the return postage.

If you first contact us about a fit problem after the 30-day period has ended, the refund option no longer applies. Your one-year fit guarantee still does, and we’ll continue to adjust or remake the earplugs as needed during that period.

One-Year Fit Guarantee

Our one-year fit guarantee applies to customers age 18 and over.

During that year, if there is a fit problem, we’ll do what is reasonably needed to correct it, including adjustments, remakes, or new impressions when required.

It does not apply to customers under 18 because their ears may continue to grow and change. We’ll still help if an adjustment or remake is needed, but we can’t guarantee the fit for a full year.

What the Fit Guarantee Covers

The guarantee applies to the custom earplugs we manufacture in our lab, including:

  • Drifters
  • Concertos
  • Protectors
  • Riders
  • Rangers
  • AquaSafe
  • Densonics
  • Engagers

New ear impressions are included with these products if needed.

Custom Earphones

Our custom earphones are manufactured to our specifications by a partner lab and have a separate 90-day fit guarantee.

Custom earphones are not refundable.

If there is a fit problem during the first 45 days, we’ll work with the manufacturer to have the fit corrected.

What Isn’t Refundable

  • Rush fees. The $75 rush fee pays for expedited production. Once rush production has been completed, the fee is not refundable.
  • Shipping charges. Original outbound shipping and postage to Vancouver Custom Earplugs for an adjustment or refund are not refundable. We pay the shipping back to you after a fit adjustment or remake.
  • Ear impressions or digital scanning for outside orders. The $220 ear-impression service and $50 digital scanning service are completed services and are not refundable, regardless of the outcome of an order placed with another company.
  • Change-of-mind cancellations after production has started. Because custom products are made specifically for your ears and cannot be resold, they cannot be cancelled or refunded simply because you change your mind once production has begun.

This policy does not limit any rights you may have under applicable consumer protection laws.

Questions?

Email us through our contact form and a person from Vancouver Custom Earplugs will get back to you.