Refund policy

ALL UNIVERSAL IN-EAR MONITOR SALES ARE FINAL

ONE Custom Audio does not offer returns, refunds or exchanges of any kind on any universal in-ear monitors sold in our store, for hygienic reasons. Please research the items carefully before making a purchase.

We do accept returns for refund, or exchange for items damaged in transit, or if an incorrect item was shipped to you. We also fully support manufacturer warranties, as well as our Protection Plans on all products that we sell, including universal in-ear monitors. If you have a faulty device, please contact us immediately at hello@onecustomaudio.com for assistance.

WHY NO RETURNS, REFUNDS OR EXCHANGES ON UNIVERSAL IN-EARS? 

Because you do not want to put a pair of universal in-ear monitors that someone else has had in their ears, even if it is only one time. We do not want to sell you universal in-ears that someone else has had in their ears. It is for personal hygiene reasons.

CUSTOM IN-EAR & ACCESSORY RETURN POLICY

If you’re not 100% satisfied with your custom molded in-ear monitor purchase, or any accessories, you may return them for a refund (within 30 days), minus a 25% restocking fee. 

To return your order, you must: 

  • Provide written notice to ONE Custom Audio of your intent to return your order within thirty (30) days after the delivery date of your order. This can be done via email, sent to help@onecustomaudio.com. Note: You must receive a confirmation email from our team before return can be initiated. If you do not receive a confirmation, your return will not be valid.
  • Provide all components and accessories that were included with the order, and the items must be in like-new condition. 

 

You are responsible for shipping costs to return your order, as well as ensuring that the order arrives safely at our office. We are not responsible for any lost, or damaged returns.

COMPLIMENTARY REFITTINGS AND REMAKE TERMS

 

Building custom in-ear monitors can be tricky. Luckily the manufacturers have been doing this for many years. However, if you receive your order and have any sort of fit issues, we will work with the manufacturer to make any alterations, so you have a perfect fit. If you feel there are still fit issues, we will ask you get new impressions taken, and we will start the process over again. This happens very rarely, but we're ready to help if this is the issue.

  • Refittings and remake requests must be initiated within 30 days of when you receive your order.

  • After a remake or refitting request has been submitted please expect around seven days to receive your altered product.

  • In order to request a refitting or remake, you must return your original order to ONE Custom Audio.

  • Each customer is entitled to up to two complimentary refittings during the first 30 days. One is usually enough, but you get two. Just in case. Any modifications needed after the 30 day period will be charged accordingly.

  • Customers outside of the US are responsible for return shipping costs for any refit/remakes.