We have a 30-days return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To start a return, you can contact us at CUSTOM@HISENIOR-IEM.COM . If your return is accepted, we’ll send you SHIPPING TIPS as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions by Email/Messenger/IG/TWITTER etc.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items(Custom In-ear Monitors/Custom Cables)
Orders will only be processed when full payment is made.
As the products are all custom-built, we can't offer you a refund or exchange.
However, should you experience any fit, comfort, or product serviceability issues, please contact us immediately and we will provide after-sales support for your product.
For fit and comfort issues, you are entitled to a free 30-day refit period (shipping not included for international customers) from the day you receive your product, which should not happen if your ear impressions are made by a certified local audiologist. But in the unfortunate event that such issues arise, please be rest assured that we will provide the utmost support to ensure you are satisfied with your custom product.
Returns (for in-stock products)
In-stock products, such as completed cables and off-the-shelf universal In-Ear Monitors, are subject to a 20% restocking fee if a refund is requested. Refunds for in-stock products require that we receive the returned product in an undamaged and unblemished state, with full packaging and accessories.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
To return your product, you should mail your product to NO.6 SHUANGJING LU,CHENGHUA QU,CHENGDU,CN 610083.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over 50USD, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, please take all precautions necessary when shipping items back to us.