Returns & Refunds

OTIC Audio Returns Policy

Effective 1st August, 2025

We hope you love your purchase, but if you need to return your order for a refund, we are here to assist. Please read this policy carefully, as it outlines your rights and obligations regarding returns in accordance with UK law.

Refunds During Sale Periods

During sale periods, product exchanges will be temporarily paused due to high demand. Customers are still entitled to refunds for eligible items that are returned as supplied, unopened, and in their original condition. You have the legal right to return your goods within 14 days of delivery for a refund.

Return Conditions

  1. Item Condition: Returned items must be in their original, unused condition. If the value of the goods has been reduced due to handling beyond what is necessary to establish their nature, characteristics, or functioning, OTIC Audio reserves the right to make appropriate deductions.

    • Unsealed Items: If the product seal has been broken, it will no longer be considered resellable as new.
    • Return Processing Fee: A fee of 20% of the item cost applies for returns of unsealed items.

  2. Shipping Costs: Shipping costs are non-refundable. The customer is responsible for return shipping costs.

Non-Returnable Items

For hygiene reasons and custom orders, the following items are not eligible for refunds:

  • Headphones, in-ear monitors, earphones, earpads, earbuds, eartips, headbands, or any product that has come into contact with the body once used.
  • Special orders or made-to-order products (e.g., custom cables, custom terminations, custom lengths).
  • Pre-used and sale items.

Note: This does not apply to faulty items, which are covered under a separate policy.

Pre-Used and Sale Items

  • Pre-used and sale items are not eligible for refunds. However, you may exchange such items for another product of equal value or request a credit note for the value of the initial purchase.

Faulty Items

Faulty items returned to OTIC Audio will undergo thorough testing. If no fault is found, the item will be returned to stock, and a 20% restocking fee will apply. Faulty items confirmed upon inspection will be fully refunded or replaced.

Return Management

OTIC Audio monitors purchase-to-return ratios to ensure fair use of our services. Excessive returns may result in:

  • A warning issued to the customer.
  • A 20% restocking fee for subsequent returns.
  • Denial of future purchases if the return ratio exceeds acceptable thresholds.

Non-Returnable Items (Sales Are Final)

The following items are non-returnable under any circumstances:

  • Products that come into direct contact with the ear.
  • Special orders (subject to a 50% cancellation fee).
  • Opened or used eartips and earpads sold separately.
  • Open box, B-stock, or refurbished products.
  • Custom in-ear and limited-edition items.
  • Products designed for underwater use.
  • Clearance sale items or those marked 15% off or more.
  • Purchases made with discounted gift cards.

Pre-Order Items

For pre-ordered special or limited-edition items:

  • Shipping and manufacturing delays may occur.
  • Pre-orders can be canceled, but personalized or special orders may have exceptions.
  • Cancellations are subject to applicable fees.

Order Cancellation Policy

 

At OTIC, we understand that sometimes you may need to amend or cancel an order. However, due to the nature of our business — including the sale of special-order and pre-order items — we have implemented the following cancellation terms to ensure smooth operations and fairness to all customers.

Order Cancellation Window

  • You may cancel your order within 24 hours of purchase by contacting our support team at support@otic-audio.co.uk with your order number and cancellation request.

  • After 24 hours, orders cannot be cancelled, as processing or procurement may have already begun.

Pre-Orders and Special Orders

  • Pre-orders and special-order items are non-cancellable after 24 hours, due to the fact that stock is reserved or ordered specifically for you.

  • If you no longer wish to keep a pre-ordered item after it has been delivered, you may return it in accordance with our standard returns policy (see Returns & Refunds).

Right to Return

  • In accordance with the Consumer Contracts Regulations 2013, you retain the right to return most goods within 14 days of delivery, provided the item is in unused, resalable condition with all original packaging and accessories intact.

  • Please note that return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.

How to Cancel Within 24 Hours

To request a cancellation within 24 hours, please email us at support@otic-audio.co.uk with your order number and “Cancellation Request” in the subject line.

Fee Policy

  1. Restocking Fees:

    • A 20% restocking fee applies to all returned products.

  1. Cancellation Fees:

    • PayPal: 5% transaction fee.
    • Shopify Pay: 5% transaction fee.
    • ClearPay/Klarna: 8.5% transaction fee.

  2. Return Without Confirmation:

    • Returns made without prior confirmation may incur a restocking fee of up to 50%.
  3.  Damaged Packaging or Accessories:
    • Returns with damaged packaging or missing accessories may incur a restocking fee of up to 50%.

       

       

      Bundle Returns:

      • In the event of missing or damaged items from a bundle, the restocking fee will equal the full retail value of the missing or damaged items.

Return Shipping

  • Customers are responsible for the cost of return shipping.
  • International orders are not eligible for prepaid return shipping, even in the case of defective items.

Contact Us

If you have any questions, please contact OTIC Audio at support@otic-audio.co.uk.