Refund policy
HearLume™ Fit & Return Policy
Our 30-Day Perfect Fit Guarantee
At HearLume, we want you to love your sound and the fit. Because ear canal sizes vary, we designed our packs to include the two most common sizes (S+M or M+L).
Missing the right size? If your pack doesn't provide the perfect seal, don't worry about a full return. We will send you the missing size of ear tips (Small or Large) completely free of charge!
- Bought S+M and they’re too small? We’ll send you a Large pair.
- Bought M+L and they’re too big? We’ll send you a Small pair.
To initiate a Fit Fix: Email support@hearlume.com with your order number and the size you need. We cover the shipping for this one-time courtesy to ensure you get the perfect fit.
Eligibility for Returns & Exchanges
To qualify for a return or exchange, your request must meet the following criteria:
- Timeframe: The request must be initiated within 30 days of the confirmed delivery date.
- Proof of Purchase: A valid order number or receipt from HearLume.com is required.
- Third-Party Vendors: We can only process requests for items purchased directly from HearLume.com. If you purchased our products from a third-party retailer (e.g., Amazon, a festival vendor, or a retail store), please contact them directly.
Return & Exchange Conditions
To maintain hygiene standards and prevent policy abuse, all requests are subject to the following condition checks:
1. Unopened & New Condition: Factory-sealed products in original condition may be returned for a full refund or exchanged for a different color/pack.
2. Opened / Used Earplugs: We want you to try HearLume! If you open your pack and are 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.
3. Replacements: To ensure the health and safety of our customers, all individual replacement parts—including TPE ear tips, acoustic filters, individual pairs of high-fidelity earplugs, and cases are considered Final Sale. The items are not eligible for return or exchange once shipped.
4. Damaged or Incomplete Items We do not accept returns or exchanges for products that are:
- Damaged due to user mishandling or improper use.
- Missing parts (e.g., carrying case or specific filter inserts).
- Dirty or unhygienic beyond reasonable "try-on" use.
Shipping Costs
- Return Shipping: The customer is responsible for the shipping costs to send the item(s) back to HearLume. Shipping costs are non-refundable.
- Original Shipping: The cost of original shipping is non-refundable and will be deducted from any final refund.
- Defective/Damaged Arrivals: If your product arrives damaged or defective, HearLume will cover all shipping costs to provide you with a functional 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 (If Applicable)
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.
