Returns & Exchanges
Policy
Returns & Refunds
Your satisfaction matters. Here's how our guarantee, returns, and refunds work.
30-Day 100% Satisfaction Guarantee
We want you to love your sound and the fit.
To initiate a Fit Fix: Email support@hearlume.com with your order number and the reason for return. Don't love the fit? We offer exchanges (free of charge)! Still want to return? Please be aware, we do not refund original shipping costs and any return shipping costs will be deducted from the refund.
Must be initiated within 30 days of receiving your item.
Eligibility for Returns & Exchanges
To qualify for a return or exchange, your request must meet the following criteria:
Must be initiated within 30 days of the confirmed delivery date.
A valid order number or receipt from HearLume.com is required.
We can only process requests for items purchased directly from HearLume.com. Purchases from Amazon, festival vendors, or retail stores must be handled by that retailer.
Return & Exchange Conditions
To maintain hygiene standards and prevent policy abuse, all requests are subject to the following conditions:
Unopened & New Condition
Factory-sealed products in original condition may be returned for a full refund (minus shipping) or exchange (free of charge).
Opened / Used Earplugs
We want you to try HearLume! If you're unhappy with the performance, we accept returns on one (1) opened set per order. Remaining sets in the same order must be factory-sealed.
Example: If you buy 5 pairs for a group and open all of them, only one opened pair is eligible for return or exchange.
Replacement Parts
All individual replacement parts — including TPE ear tips, acoustic filters, individual pairs of earplugs, and cases — are considered Final Sale and not eligible for return or exchange once shipped.
Damaged or Incomplete Items
We do not accept returns or exchanges for products that are damaged due to user mishandling, missing parts (e.g., carrying case or filter inserts), or dirty/unhygienic beyond reasonable try-on use.
Shipping Costs
The customer is responsible for shipping costs to send item(s) back.
The cost of original shipping is non-refundable.
If your product arrives damaged or defective, HearLume will cover all shipping costs to provide you with a replacement immediately.
How to Start a Request
Email us at support@hearlume.com with your order number and the reason for your request.
Important: Please do not send items back without a prior request, as they cannot be processed.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are applied to your original payment method within 10 business days. Please note that banks may take additional time to post the credit to your account.
