If it is not right

A return runs through whoever took your money, which is our retail partner and not us. That is the short version, and the rest of this page is how to make it go smoothly.

How a return runs

Open the order page where you bought, find the order, and start the return there. The partner sets the window, prints the label and decides how the money comes back to you, and their terms are the ones that apply.

We do not take the item, we do not issue the money and we cannot make an exception on their behalf. Anyone telling you otherwise on our site would be inventing an authority we do not have.

Try this before you start one

A surprising share of returns are a tip size rather than a fault. A pair that sounds thin, falls out on one side or seems quiet almost always has a seal problem, and swapping to the next tip size up changes the pair completely.

If sound comes from one side only, try the same pair in a different device before you decide. Sockets fill with pocket lint, and a plug that is not going all the way in behaves exactly like a broken cable.

Do not send anything to our address

The street address in our footer is an office. There is no goods door, nobody there is set up to receive a parcel, and an item sent to it does not reach the partner who owes you the money.

Everything going back goes back the way it came, through the order page. If you are staring at a form and cannot tell which button starts it, write to the bench and we will walk you through where to look.