Returns and Refunds

I’ve changed my mind…

If you’ve changed your mind and need to return an item, you have 30 days from the date of purchase or date of receipt if delivered, to return your item(s).

Your item(s) needs to be:

Unused and with all original components
In its original packaging
In a resaleable condition
With its proof of purchase

Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel within 30 calendar days from the day after delivery of the goods. You can examine the goods as you would in a shop, but to obtain a full refund you must not start using them, and they should be in perfectly clean condition.

While sending the return package, please include your customer name and order number clearly on the parcel. Please send the return to the following address:

ILostMyEarbud,
SJ Henderson Fulfilment,
10 Nicholsons Road,
Kilkeel,
Co.Down,
BT34 4JN

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

How do I cancel the order?

It’s a simple and easy process. You can inform us about the decision to cancel the order at cancel@ilostmyearbud.co.uk

Refunds

We will refund to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and not later than 30 days after the day on which we are informed about your decision to cancel this contract.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the refund. We may withhold refund until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.

Returning faulty items

Under The Consumer Rights Act 2015, if any goods delivered to you are faulty or unfit for purpose, provided you notify us within the first 30 days of purchase, you can ask us to send you a full refund or, if you prefer, exchange or replace your product.

If this 30-day period has passed, the product is protected under the 1-year warranty provided by the manufacturer. In this case, you have 2 options :-

Apple Support is the direct point of contact for Apple customers and, according to customer experience, very accommodating and uncomplicated. By contacting the Apple support directly, you will have a quick resolution of your problem. You have to submit the faulty product, original invoice and tell Apple Support that you have purchased the product individually and provide them with the serial number.
As we are the contractual partners, you can also send the faulty product back to us. We would then forward the product back to Apple, where it would be checked. After that we would get further information on where the problem lies and then Apple would send us the replacement product, and we can send it to you, however this process can lead to higher waiting times for you.