Letshuoer provides limited warranty to the products. We pride ourselves in our product quality with strict quality control checks in place.
If you are not satisfied with your purchase and the product is still in brand-new condition, we can arrange a full refund. You will be responsible for paying the shipping costs and customs duty for returning your item.
Please contact us within 30 days of receiving your order for a return authorization.
Please contact our customer service: firstname.lastname@example.org. we can provide you with the address to our warehouse where you can return the product. For details, please contact our customer service.
Q: Can I cancel my order?
A: Once an order is placed, you have less than 24 hours to cancel it if it is not processed yet. If you have notified us of order cancellations, but the product has already been shipped out, you will have to reship the product back to us at your own expense in case you still do not want it.
Q: If I don’t like the product, can I return it?
A: Products (except for custom resin UIEM or CIEM) purchased from our official store can be returned within 30 days of purchase date. Items must be in functional condition and not damaged by the customer. The package and item must be without any visible damage, and complete with all accessories. To return your product, please contact our customer service at email@example.com. To be eligible for a refund from Letshuoer the product must have been purchased directly from Letshuoer.net. If your product was purchased from other channels you must turn to that channel for the solution.
Please note: shipping fees are not refundable. We will only return the product value in the order. We will not afford the cost of returning to the Letshuoer address.
Q: How to process the return?
A: Contact the firstname.lastname@example.org, confirm the solution with Letshuoer CS team. The first mail should better include your order information, name, product problem, details and other materials when necessary.
After Letshuoer confirmed the return and provided the RMA#, please repack the product with the labels and tags still attached, writing the RMA# on a paper and the reason for return. Put the paper in the box too. If the product is not returned in like new condition with all packaging in any way, we will charge a 10% restocking fee.
Drop off your package at your carrier. Providing tracking number and website for tracking the logistic info after you return the parcel to us.
Once we confirm the return, we will send a mail to confirm and process the refund. The refund may take several days to complete.
* Letshuoer will not be responsible for return packages that are lost in transit.
Q: Could I get the full refund?
A: It depends. Sometimes the bank system will charge the transfer. For example, paypal may charge the paypal handling fee. As we introduced the shipping fee of the order can not be returned too. And, when we receive a product with obvious signs of use or with damages/missing parts, we may accept partial refunds only.
Q: How long could I get the refund? And what can I do when the refund is late or missing?
A: As soon as our CS team confirmed the return, we will process the refund in 3-6 working days. For different channels they may take different times to return. Normally for Paypal or Store credit it should be faster. It may take weeks to return to the credit card.
Q: How about the return policy of UIEM and CIEM?
A: Under most circumstances, we do not accept refunds or exchanges for custom or one-off UIEM or CIEM. The only time we will accept a full refund is if your order has not started production. This is because resin shells, once started production, will involve labor and material cost, which cannot be recouped. There is no exception to this rule.
If the IEM is faulty or quality is not as expected, normal repair processes are applicable.
Q: If my product is broken but out of warranty, what should I do?
A: If you purchased from Letshuoer or our authorized dealers and it’s out of warranty, we can not repair it for free. But you can ask email@example.com what we can do for the broken unit.