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Returns and Warranty

Due to the customised nature of our products, our returns policy is different to what is typically offered for non-customised products. Please read below for further information should you wish to return one of our products.

Returns

Returning an opened or used product

As our customised products are embedded within the ear canal, for the purposes of health and hygiene purposes we are unable to accept returns of products that have been opened or worn unless under a warranty claim.

Returning an unopened product

In order to return an unopened product for exchange or refund, please ensure all the following are in effect:

1- It is within 30 days of receipt of the product

2- It is in brand new condition with zero damage or wear

3- Attached with a completed Returns Form

It will not be possible to accept any returns should any of the above points be found wanting, and the product will be returned back to you.

Returning goods on which duty has been paid

In situations where import duty has been paid for goods received, with the goods subsequently then returned back to us, it should be possible for a refund of duty to be claimed from the local Customs Authority. Proof of duty paid and proof of export (e.g. certificate of posting) will be required to facilitate this when claiming a refund.
For further details on this, please contact your local Customs Authority.

Returning e-gift vouchers

e-Gift vouchers can be returned up to 7 days after date of purchase. Refunds go to the original purchaser via the same payment method. Please email your voucher code number to info@londonearlab.com to return a gift voucher, and we’ll process a refund accordingly.

How to return a product

Please contact us in the first instance at info@londonearlab.com or tel +44 (0) 203 657 7030 to see whether there is anything we can help with.
If you have decided to make a return, please follow the below step-by-step guide:

1- In case there is something wrong, we always advise for you to go the local ear impression agent where you got your ear impressions taken when placing your original order to see if there is something they can help with (i.e. fitting of the earpiece etc)

2- If no success with this, proceed to fill in the returns form attached to the order.

3- Package up product(s) and completed returns form.

4- Send the product(s) and completed returns form in the post to the below address (please ensure post is ‘signed for’ for your records).

Postal address:
London Ear Lab,
Unit A, Syms House,
Woodside End, Wembley
HA0 1UR
United Kingdom

Once the return has been received and validated, we will issue an exchange or refund.

Please allow up to 30 days for returns to be fully processed.

London Ear Lab returns policy does not affect your statutory rights.

International returns

Please follow the same ‘how to return a product’ process above plus write ‘RETURNED GOODS – FAILED SALE’ on the customs information document (CN22 and/ or CN23) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and being returned to the sender.

Updates on returns

Warranty

We offer a one-year warranty on all products against defective manufacture and component or material failure from the date of invoice.

However, our products are not covered by the warranty if they:

Are damaged due to misuse or an accident

Are lost or stolen

Have been modified or rectified by any third party

Become blocked with wax or other debris

Additionally, the warranty does not cover the following:

Postage and packing fee when a voucher is returned

Shipping costs for international purchases

Any change in perceived sound stage or level of noise isolation

Product remake service

We also offer a free remake service for any custom earpiece due to inappropriate/ poor fit within 30 days of issue.

How to begin a warranty claim

Please contact us first at info@londonearlab.com or tel +44 (0) 203 657 7030 to see whether there is anything we can help with.
You can then send the faulty product(s) and completed returns form in the post to the below address (please ensure post is ‘signed for’ for your records).
Postal address:
London Ear Lab,
Unit A, Syms House,
Woodside End, Wembley
HA0 1UR
United Kingdom

Once the return has been received and validated, we will replace it and refund your postage.

Proof of Delivery

Until returned products are received by London Ear Lab, the product remains the customer’s responsibility. In the event where the returned item is lost in the post, London Ear Lab reserves the right to insist on signed proof of delivery as proof of receipt and proof of despatch are not sufficient.
London Ear Lab does not accept any liability for loss of or damage to the customers returned products in transit; therefore customers are kindly advised to ensure they package the returned products in adequate packaging prior to despatch, using a proof of delivery service.

Delivery

All customised products ordered from London Ear Lab will be delivered to the customer’s preferred address via recorded post. London Ear Lab also offers the options of registered and couriered delivery for an additional fee.

How to get in touch

We want you to be completely satisfied. If, for any reason, you experience difficulties or are not satisfied with the product or services you receive from us, please let us know on either info@londonearlab.com or tel +44(0) 203 657 7030. Please also have your original order number at hand.