SHIPPING & RETURN
SHIPPING & RETURN
GENERAL SHIPPING POLICY
We provide shipping methods: International registered mail. International registered mail normally takes 2-3 weeks (subject to different countries) to reach most destinations. However these are just estimated timeframes given by China AliExpress. The actual delivery time may vary according to different countries.
Once the product is shipped, its delivery is no longer within our control but all handled to the postal service. If you haven't received your package after 18 working days from the second day of posting, please contact your local post office directly with the respective tracking number provided. You could also raise the alert to us, and we will help you to file an official enquiry. The official enquiry usually takes 2-3 months to conclude. Before we receive an official enquiry result from the post administration, we are unable to resend new product, or refund customers.
In the very unfortunate event of a package lost (which is extremely rare) and is confirmed by the postal administration, we will then either fully refund the customer, or ship out a new product immediately, as per customer's request.
TAX & CUSTOM
We are NOT liable for any tax charges occurred at the custom of customer's country. It is purely decided by the respective country's custom and tax policy. We could declare a value at customer's request, but still we are not liable for any consequences induced by such.
We are also NOT liable for any tax charges occurred at AliExpress side, if the customer has declare a high value for their earphones send to us, should they ordered our reshell service. We usually will pre-pay the tax, and contact the customer for subsequent tax payment. Contact us if you have any doubts.
CANCELLATION, RETURN & REFUND
Can I cancel an order?
Non-CIEM order can be cancelled without restocking fee if the product has not been shipped, or customer has not been notified for collection (for local customers selecting in-store pick-up), at the time of cancellation request.
Once the product is shipped, or customer has been notified for self-collection, the order can be cancelled with a 20% restock fee of the MSRP. For shipped products, when the customer receives the product, the package needs to be sent back to us in original packaging immediately (shipping fee covered by the customer). Once the package is received and product inspected, we then will carry out the refund.
CIEM orders cannot be cancelled after one week of order placement. If the customer wishes to cancel the order within one week, there will be a SGD$60 charge for the ear impression service (if the ear impression is done with us). Overseas customers, if the ear impression has been received by us and wish to cancel the order, a basic ear impression return shipping fee will be charged. Further, on top of the ear impression cost (if applicable) and impression return shipping fee charge, there will be an additional 20% order cancellation charge (based on earphone MSRP).
What can be returned and refunded?
All cable/DAC/AMP/UIEM products are returnable if the product is in the same condition as when purchased. CIEM products cannot be returned. Defective products covered under warranty could be returned for servicing, but NOT for refund.
When do items need to be returned by?
No later than 7 days after receiving the product (according to tracking record).
Where do items need to be returned to?
After obtaining a RETURN AUTHORIZATION, product can be returned to:
How do customers return items?
Contact us via email or by phone to obtain a RETURN AUTHORIZATION.
Shipping charges for returns?
Customer is responsible for shipping charges for returns.
Refund for returns?
Your will be refunded once the item is inspected and receive the MSRP (shipping excluded) LESS 20% as restock fee (for example, Lune cable MSRP is SGD$149, you will get refund of SGD$119.2).
Packing material must be in same condition as when received.