Refund policy

All returns are subject to approval and must be requested within 30 calendar days of the original purchase date. Return requests made after 30 calendar days will be denied.

Customers are responsible for return shipping and a processing fee. We deduct a total of $15 from your refund — $10 for return shipping and a $5 processing fee. These charges, along with any original outbound shipping you paid, are non-refundable. Once your return is approved, we will email you a prepaid shipping label.

To be eligible for a return or exchange, the product must be unopened and unused, in its original packaging. Because our products are worn in or near the ear, this condition requirement is necessary for health and hygiene reasons.

To start a return, contact us at support@soundlyhear.com. Items sent back to us without an approved return request first will not be accepted.

We do not offer free exchanges or returns on orders placed under a sales promotion (e.g., BOGO, 50% off, BOG2). Exchanges and returns are available for items purchased at full price. This does not affect your rights regarding defective items or any statutory return rights that apply to you (see “Damages and Issues” and “European Union 14-Day Cooling-Off Period” below).

Exchanges

We offer a one-time free exchange on all paid, full-price purchases, excluding promotional items. If you accept this exchange, any future refund requests for that order will be forfeited — except where a statutory right requires otherwise (for example, if the exchanged item arrives defective).

Damages and Issues

Please inspect your order as soon as it arrives and contact us immediately if the item is defective, damaged in transit, or if you received the wrong item. In these cases we will gladly ship a replacement at no cost to you, and no return shipping or processing fees will apply. This applies regardless of any promotion the order was placed under. Please note that damage caused by the customer during use is not covered and is not eligible for a refund or free replacement.

Subscriptions

Refunds on subscription orders are offered on the first order only. Subsequent orders are non-refundable; however, you may cancel your subscription at any time to stop future orders. To cancel, either use the cancellation option in your customer account or contact us at support@soundlyhear.com before your next billing date. Cancellations take effect for the next billing cycle.

European Union 14-Day Cooling-Off Period

If your merchandise is shipped to an address in the European Union, you have the right to cancel your order within 14 days for any reason, without justification, and this right applies even to items purchased under a promotion. To exercise it, contact us at support@soundlyhear.com with your order details. You will be refunded, including the cost of standard outbound delivery, within 14 days of us receiving the returned item or proof that you have sent it back.

For health and hygiene reasons, sealed in-ear products that have been unsealed after delivery may not be eligible for return under this cooling-off period. You may handle and inspect an item as you would in a shop; if an item is returned showing use beyond what is necessary to assess it, we may reduce your refund to reflect any diminished value.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method within 10 business days, less the return shipping and processing fees noted above. Please note that your bank or credit card company may need additional time to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received it, please contact us at support@soundlyhear.com.