Return & Refund Policy

Last updated: 19th October 2026.

This policy explains our returns process and any additional fit support we offer. It does not limit your legal rights if goods are faulty, not as described or otherwise fail to meet the contract.

 

1. Contact us about a return

 

Email earplugs@bristolearhealth.co.uk with your order number and the reason for your request. We’ll explain what to do next and, where applicable, how to return the item.

Please don’t send a return to us before contacting us, so we can confirm the correct address and instructions. This request process does not remove or delay any statutory right you have to cancel or return goods.

 

2. Non-custom products: 14-day cancellation period

 

For most non-custom goods bought online, you can cancel your order within 14 days after the day you receive the goods. You then have a further 14 days to send them back.

For change-of-mind returns, the item must be unused, undamaged and unopened, with its original packaging, tags and proof of purchase. The customer pays the direct return postage unless we have agreed otherwise or failed to provide the legally required information about return costs.

If you validly cancel an order, we’ll refund the cost of the goods and the standard delivery charge. If you chose a more expensive delivery option, we only have to refund the amount of the least expensive standard delivery option we offered. We may make a lawful deduction if the value of the goods has been reduced by handling beyond what is needed to inspect them.

Some sealed goods may be exempt from change-of-mind cancellation if they are unsuitable for return for health protection or hygiene reasons once unsealed. We’ll identify such items before purchase. This is not a blanket exclusion for all earplugs or personal-care products.

3. Custom-made products and fit guarantee

Custom-made earplugs are made to your specifications and are generally exempt from the statutory 14-day change-of-mind cancellation right. This exception does not affect your rights if the product is faulty, not as described or otherwise does not meet the contract.

We offer a 30-day fit guarantee for all custom-fit products. Contact us within 30 days of receiving your product if it does not fit as expected. We’ll discuss the appropriate next step, which may include checking the fit, adjustment, remaking the product or another resolution, depending on the product and the circumstances.

The fit guarantee is an additional service and does not replace or reduce your statutory rights. It does not cover a change of mind, damage or changes to the product caused by misuse, or a change in your requirements after ordering. [Confirm the start date, process, number of adjustments/remakes and how postage is handled before publishing.]

4. Music earplug filter exchanges

For certain music earplugs supplied by Ultimate Ear and ACS, a filter exchange may be available between 28 and 60 days after receipt, subject to the supplier’s product-specific process and eligibility requirements.

Contact us before sending anything back. We’ll confirm whether your product is eligible, the available exchange options and any applicable costs. This exchange arrangement is separate from your statutory rights if the product is faulty or otherwise fails to meet the contract.

[Confirm which models qualify, how the 28–60 day period is calculated, and who pays shipping and any exchange fee.]

5. Custom-product refunds and supplier decisions

Custom products are not eligible for a change-of-mind refund where the statutory personalised-goods exception applies. We may also be unable to accept a returned custom product for hygiene reasons.

Where a supplier offers a discretionary refund or other remedy for a custom product, the supplier may assess the request under its own process. We’ll explain the available options when you contact us. Bristol Ear Health remains responsible for your legal rights under your contract with us; a supplier’s decision does not remove those rights.

If we agree to a discretionary refund that is not required by law, we may deduct the delivery charges we paid for your original order, where this was made clear before purchase. You will be responsible for the return postage unless we agree otherwise.

These deductions do not apply where the law requires a refund without them, including where a refund is due because goods are faulty or otherwise fail to meet your statutory rights.

6. Faulty, damaged or incorrect items

Please inspect your order when it arrives and contact us promptly at info@bristolearhealth.co.uk if an item is faulty, damaged, incorrect or not as described. Include your order number and, if helpful, photographs.

Your rights under the Consumer Rights Act 2015 apply. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund. The law generally gives you a 30-day short-term right to reject faulty goods, with further remedies potentially available after that period. We’ll explain the options that apply to your situation.

If a faulty item needs to be returned, we’ll explain how to return it. You won’t have to pay return costs that we are legally required to cover.

7. Exchanges

For a change of mind about a non-custom product, you can request a return under the cancellation terms above and place a separate order for the item you want instead. Custom products and supplier filter exchanges are handled under the relevant sections of this policy.

8. Refunds

When a refund is due, we’ll issue it using the original payment method unless you agree otherwise. For statutory cancellation returns, refunds are made within the legal time limit: generally no later than 14 days after we receive the goods back or you provide evidence that you sent them, whichever happens first.

For other accepted returns, we’ll tell you when the refund has been approved and when it has been issued. Your bank or payment provider may take additional time to show it in your account. If you have not received an approved refund after 15 business days, contact us at info@bristolearhealth.co.uk.

9. Contact

For return, fit-guarantee or refund questions, contact:

Bristol Ear Health Ltd
Email: info@bristolearhealth.co.uk
Returns address: [INSERT RETURN ADDRESS]