RETURNS (IF APPLICABLE)
We accept return of products (except for custom resin UIEM or CIEM - see details specific for custom IEMs at the bottom of the page). Customers have the right to apply for a return within 14 business days after the receipt of the product. To return your product, please contact our customer service at firstname.lastname@example.org. Return of the product also depends completely on the warranty of the product. We do not accept a random return of products unless there is a quality issue which we cannot solve. If you do return the products randomly, we will not offer any refund. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. If you have a quality issue to report, you can write us an email at email@example.com and we will suggest you solutions. If we feel that the issue needs to be checked by the tech team, we will inform you to return and we will offer you a replacement product. You can email us and we can provide you with the return shipping address of our warehouse based on your location.
Don’t like the product and want to return it.
According to our warranty policy, if it is not related to product quality problem, and the customer wants to return the product, the customer needs to pay the return shipping cost. You will need you to check with the courier of Postal service and pay for the shipping cost firtly before shipment. Once we received the product in our warehouse, we will issue a refund for the product cost only (we will not cover the shipping cost from and to LETSHUOER warehouse). You can email us at firstname.lastname@example.org and we can provide you with the address to our warehouse where you can return the product.
THERE ARE CERTAIN SITUATIONS WHICH ARE ABOUT RETURN (IF APPLICABLE)
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. No restocking fee to be charged to the consumers for the return of a product. If you agree the terms to process the refund and contact our customer service, please kindly refund and send the parcel back to us within 14 business days.
To complete your return please do the following:
Re-pack the item with the labels and tags still attached;
Send us an e-mail at email@example.com with your name, order number, the items you wish to return and the reasons;
Return Address: 2nd Floor, Building 39-1International Innovation PortMulun Village, Changping TownDongguan City, Guangdong 523570 China
Drop off your package at your carrier. Provide tracking number and website for tracking the logistic info after you return the parcel to us.
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. Once it goes out of our warehouse, we cannot cancel your order.
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed. You will need to absorb or bear the payment shortage cost due to any banking system such as paypal handling charge of 5%.
Kindly allow between 3-6 business days for our after sales team to process your request. After this, please note the refund times below:
For credit card refunds, please allow between 1-14 business days for the transaction to process.
For PayPal refunds, please allow up to 48 hours for the transaction to appear in your account.
For Wallet refunds (store credit), please allow 48 hours for your account to be updated.
THERE ARE CERTAIN SITUATIONS WHERE ONLY PARTIAL REFUNDS ARE GRANTED (IF APPLICABLE)
Goods with obvious signs of use;
Any item not in its original condition, is damaged or missing parts;
Any item that is returned more than 14 business days after delivery.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email.
After customer received the product, if it is not related to product quality problem and the customer wants to return the product, the customer needs to cover the return shipping cost, we will issue a refund for 92% of the product cost.
CUSTOM UIEM AND CIEM
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 process are applicable.