Returns & refunds

The short version

You have 30 days from delivery to return an unopened product for a refund. Return shipping is paid by you, unless the item arrived damaged, faulty or wrong — then we cover it. Refunds are issued to your original payment method within 5-10 business days of us receiving the return.

An important note about hygiene

Siliconear is used inside the ear. For the health and safety of every customer, we cannot accept a return once the silicone tips have been used, in the same way a pharmacy cannot restock opened earplugs.

This does not affect your rights if the product is faulty. If the device is defective, arrives damaged, or does not work as described, you are covered whether you have used it or not — see "If something is wrong with your order" below.

What can be returned

• Unused products, with all three silicone tips included, in their original packaging.
• Within 30 days of the delivery date shown by the carrier.

What cannot be returned

• Products whose silicone tips have been used, for the hygiene reason above.
• Products returned without the tips or the original packaging.
• Products returned more than 30 days after delivery.
• Products damaged by misuse, disassembly or cleaning methods outside the Safety & use guide.

How to start a return

1. Email contact@siliconear.com with your order number and a line about why you are returning it.
2. We reply within one business day with the return address and instructions.
3. Send the parcel back with a tracked service and keep the tracking number.
4. Once it arrives and we have checked it, we issue the refund and email you to confirm.

Please do not send anything back before you have written to us. Returns that arrive without a prior email can take considerably longer to identify and refund.

Who pays for return shipping

You do, for a change-of-mind return. The original shipping was free, so nothing is deducted from your refund for it.

We pay, and refund you in full, when the item is faulty, damaged in transit, or is not the item you ordered.

If something is wrong with your order

Email us within 14 days of delivery with your order number and a photo of the problem. Damaged, defective or incorrect items are replaced free of charge, or refunded in full, whichever you prefer. In most of these cases we will not ask you to return anything.

Refunds

Refunds go back to the payment method you used at checkout. We process them within 5-10 business days of receiving and checking the return. After that, how quickly the money appears depends on your bank or card issuer, usually another 3-5 business days.

If 15 business days have passed since we confirmed your refund and you still cannot see it, write to us and we will chase it with you.

Cancelling an order

Orders can be cancelled free of charge until they have shipped, which is usually 1-2 business days after you order. Email us as soon as possible and we will stop it if we still can. Once a parcel is with the carrier, it becomes a return.

Parcels that never arrive

If tracking shows no movement for 10 business days, or the parcel is marked delivered but you do not have it, email us. We will open a claim with the carrier and either resend the order or refund you in full. You are not left out of pocket for a parcel that we cannot prove reached you.

Wrong address

Check your address before you confirm the order. If a parcel is returned to us because the address was incomplete or incorrect, we can resend it once you cover the new shipping cost, or refund the product minus the original shipping we paid.

Contact

contact@siliconear.com — a real person reads it, and replies within one business day.