OTIC - High End Portable Audio Sales Specialists UK

Returns & Refunds

Effective 1st January, 2024

We hope you love your new purchase, however, if you need to return your order for a refund we are happy to help. During our Sale period, product exchanges for orders will be temporarily paused as we work through our busiest time of the year.

This is to ensure we are reliable and are able to offer you the best possible service. Customers are still entitled to refunds for items returned exactly as supplied, unopened and in their original condition. You have the right to return your goods within 14 days of delivery.

OTIC will make appropriate deductions if the value of the goods has been reduced as a result of you handling them, eg - if a seal has been broken. Unsealed items can no longer be resold as new.

If product seal has been broken there will be a return processing fee of 15% of item cost.

The cost of shipping is not refunded.

Due to hygiene reasons we are unable to offer refunds on any Headphones, In ear monitors, earphones, earpads, earbuds, eartips, headbands or any item which, once used, has been in personal contact with your body. This does not apply to faulty items.

Any Special Orders or made-to-order products (e.g. custom cables, custom terminations, custom lengths) cannot be returned due to their bespoke nature. ALL SALES ARE FINAL, This does not apply to faulty items.

PRE-USED and SALE items are not eligible for refund - we will allow an exchange for a same value item or provide a credit note for the monetary value of the initial purchase. Goods purchased with a credit note are also exempt from refund.

All faulty returned Items will be fully tested and if, on inspection, are found to have no fault the item will be returned to stock with a 20% restocking fee.

OTIC Audio diligently tracks the ratio of purchases to returns, meticulously analyzing both the quantity and total value of items involved, irrespective of whether they are linked to a single account or multiple accounts. Our primary objective is to provide a seamless customer experience, and to ensure this, we proactively alert customers who show signs of excessive returns. 

In cases where customers continue to return items despite receiving a warning, we implement a fair restocking fee of at least 20%, taking into consideration the condition of the returned items. This measure aims to maintain the integrity of our inventory and uphold the overall customer satisfaction.

Furthermore, if the return ratio exceeds a predetermined threshold, we reserve the right to respectfully decline future purchases from those customers. This enables us to focus on serving customers who align with our commitment to providing high-quality products and a mutually beneficial shopping experience.


Sales are FINAL on the following items:

  • All products that come in contact directly with the ear
  • Special orders (which incur a 30% cancelation fee)
  • Opened/used eartips and earpads that are sold separately from earphones/headphones
  • Open Box
  • B-stock
  • Refurbished products
  • Custom in-ear
  • Limited Edition, Special edition
  • Items meant for underwater use
  • Clearance sale items or Items marked 15% OFF or more
  • Purchases made with discounted gift cards are FINAL SALE and are NOT eligible for price matching


OTIC enables customers to pre-order special or limited edition items with limited stock availability. This allows OTIC to efficiently plan and order in advance. Please note that there may be shipping and manufacturing delays for pre-ordered items. If you wish to cancel a pre-order due to changing preferences or extended delivery times, you can return most items for a refund upon receipt. However, personalized or special order items may have exceptions. Additionally, orders that are pre-ordered items that are canceled are subject to order fees.


Orders can be cancelled within 24hr please email us as soon as possible as we use external partners to fulfill orders. Once an order has shipped you will need to work with OTIC on having the item returned to us unopened within 14 days and we will begin the refund process. Cancellations after 24hrs will be subject to Cancellation Fees as some items are ordered on demand & some exclusions apply, such as personalized items or special order items. Cancellations will be liable to pay transaction fees. Please see our Fees section below.


Fees and Return Guidelines

Restocking Fee Schedule

  • All Products: A restocking fee of 15% will be applied.

Cancellation Fees

  • • PayPal - 3.5% Transaction Fee
  • • Shopify Pay - 3% Transaction Fee
  • • ClearPay /Klarna - 8.5% Transaction Fee

Return Shipping

  • The customer is responsible for the cost of return Shipping.
  • Please note that international orders are not eligible for prepaid return shipping, even in the case of a defective item.

Return via PayPal Payment (for PayPal purchases)

  • In addition to the above, as of November 2019, all PayPal returns will incur a 3.5% restocking fee due to PayPal's policy change of not refunding retailers the 3% PayPal transaction fee.
  • We will also add Shopify Transaction fee of 3% on all transactions

Return without Our Confirmation

  • Returns made without obtaining our confirmation may be subject to a restocking fee of up to 50%.

Returns with Damaged Packaging and/or Accessories

  • Returns received with damaged packaging and/or missing accessories may be subject to a restocking fee of up to 50%.
  • Returns Missing Packaging or Accessories
  • Returns lacking original packaging or missing accessories may be subject to a restocking fee of up to 60%.

Return of a Bundle with Missing Items or Damage

  • In the event of a return involving a bundle, where items from the set are missing or damaged, the restocking fee will be equivalent to the full retail value of the missing or damaged items from the bundle.

Return of a Purchase with Free Item Missing or Damaged

  • If a purchase included a free item and it is missing or damaged upon return, the restocking fee will be equivalent to the full retail value of the missing or damaged gift items.

Please contact OTIC via support@otic-audio.co.uk and we will and provide our return address.

We suggest using tracked shipping methods with a reputable courier. Items valued over £100 must be fully insured with tracked and signed for delivery.

Failure to do so may lead to refund being refused in the event of missing package

OTIC will only accept returns from the person who bought the item. An Order number and proof of purchase are required

This policy covers orders within the UK only. If the customer is outside the United Kingdom for a return/exchange they must arrange for goods to be returned at their own cost. We suggest using tracked shipping methods with a reputable courier.

We also suggest using a small value amount for customs. USD5 should be sufficient.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods

Funds can take up to 10 business days to reappear in your bank account. This may be longer depending on your payment provider. If you are still pending refund after this time please email us at support@otic-audio.co.uk

For Faulty items under warranty we will send the faulty products to the manufacturer for repair at no additional cost to you. We will require date of purchase and warranty number for verification. Items outside of warranty will incur additional costs.

This policy does not affect your statutory rights