Refund policy

Earare offers a 30-Day Money-Back Guarantee on every order, plus a 1-Year Limited Warranty on every Earare device. Below is exactly how each one works.

1) 30-Day Money-Back Guarantee — unused product only

If your Earare isn't the right fit, you have 30 days from the date of delivery to request a refund, provided the product has not been used and is returned in its original packaging with all accessories included and all Silicone Ear Tips still in their original hygienic packaging.

You may open the outer box to inspect the device before deciding. However, once the device or any Silicone Ear Tip has been placed in the ear or shows signs of use, our Hygiene Policy in Section 3 applies.

To claim:

Email hello@earare.com within 30 days of delivery
Include your order number
We will respond with personalized return instructions within 1–2 business days

WHY UNUSED ONLY: Earare devices enter the ear canal and Silicone Ear Tips are placed directly in the ear. Once used, a product cannot be sanitised to a resellable condition, this is standard practice for personal-care and in-ear products across the United States, the European Union, and other markets we serve. This standard is expressly codified in the EU under Article 16(e) of Directive 2011/83/EU.

If your product has been used and is defective, see Section 2, we replace it free of charge.

2) 1-Year Limited Warranty — manufacturing defects only

We stand behind every Earare customers. Each device is covered by a Limited Warranty against manufacturing defects for 12 months from the date of delivery. This warranty covers defects in materials or workmanship only, not accidental damage, misuse, or wear from normal use. (US customers: this Limited Warranty is provided in accordance with the Magnuson-Moss Warranty Act.)

How to Claim

Email hello@earare.com with:

Your order number
A clear photo or short video showing the device AND the specific defect in the same frame (not just the app screen or the packaging)
The date the defect first appeared
Confirmation that you purchased directly from earare.com
For arrival damage claims: a photo of the original outer packaging as received (must be reported within 14 days of delivery)

How We Handle It

We review claims promptly upon receipt. Once verified, we ship a replacement device directly to you within 1–2 business days. You are not required to return the defective unit, you may keep or discard it.

What Is Covered

Dead camera or sensor failure
Manufacturing crack in the lens (not caused by impact)
LED failure
Cable or connector failure not caused by physical damage
Battery failure not caused by mishandling
Hardware-caused app connection failure verified by our team

What Is Not Covered

Earare is a precision optical instrument. The warranty does not cover:

Damage from drops, impact, crushing, or bending
Water or any liquid exposure
Use outside the human ear canal (on other people, animals, or as a general-purpose camera)
Unauthorised repairs, modifications, or use with third-party accessories
Damage from cleaning with abrasives or unapproved solvents
Normal cosmetic wear (scratches, minor marks)
Products purchased from unauthorised resellers or third-party sites, Earare only warrants devices purchased directly from earare.com

Fraud Prevention

Earare reserves the right to request additional evidence (photos from different angles, a short video demonstrating the defect, timestamps, or device identifiers) before issuing a replacement. In cases of suspected fraud, repeat claims from the same customer or delivery address, or evidence inconsistent with a manufacturing defect, Earare may deny the claim outright or require the device to be shipped to our warehouse for inspection at the customer's expense.

3) Hygiene Policy — used products cannot be returned

For health and hygiene reasons, once an Earare device or a Silicone Ear Tip has been placed in the ear or shows any signs of use, it is non-returnable and non-refundable under any circumstances. If a used product is defective, the 1-Year Limited Warranty in Section 2 covers it, we will replace your device free of charge.

If a used unit is shipped to Earare's warehouse against this policy, it will be safely discarded under applicable health regulations. No refund or return-to-sender is issued for used product outside the 1-Year Limited Warranty.

4) How to Request Your Refund (Unused Product)

If your product is unused and within the 30-day window, contact hello@earare.com with your order number to initiate the refund process. Our team will respond within 1–2 business days with personalized return instructions.

How the Standard Return Works

Ship the unused product back to Earare's warehouse with all original packaging, accessories, and unused Silicone Ear Tips included. We strongly recommend a tracked service, items lost in transit cannot be refunded.

Return shipping is the customer's responsibility. Typical tracked-service estimates by country:

United States, Canada: ~$40–75 USD
United Kingdom, European Union: ~$50–85 USD
Australia, New Zealand: ~$45–90 USD
Singapore: ~$15–40 USD

Your actual carrier quote may vary. Once we receive and inspect the return and confirm no signs of use, we refund the product price to your original payment method within 3-10 business days of receipt.

Alternative Resolution

In some cases, Earare may offer an alternative resolution, for example, a partial refund on the unused product without requiring you to ship it back. This is provided at Earare's sole discretion, is limited to genuine change-of-mind cases, and is not a customer entitlement.

When you contact hello@earare.com to initiate your return, our team will let you know whether an alternative resolution is available for your case.

Special Cases

If your product is defective (used or unused): See Section 2, the 1-Year Limited Warranty covers manufacturing defects under its own conditions and evidence requirements.

If your product has been used but is not defective: See Section 3, used product cannot be returned under our Hygiene Policy.

If a return arrives damaged in transit: We will notify you with photo evidence and help you file a claim with your carrier, return-transit loss may be covered by your carrier's insurance, subject to their terms.

If a return arrives showing signs of use: The product falls under our Hygiene Policy in Section 3 and cannot be refunded or shipped back.

5) EU & UK Customers — additional statutory rights

Consumers resident in the European Union or the United Kingdom have a 14-day statutory right of withdrawal under Directive 2011/83/EU and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, in addition to the terms above.

If you invoke this right on unused product within 14 days of delivery, we refund your original standard shipping cost in addition to the product price. Return shipping remains the customer's responsibility.

The hygiene exemption under Article 16(e) of Directive 2011/83/EU applies to used product, Earare devices and Silicone Ear Tips fall within this exemption once used and cannot be returned regardless of the statutory withdrawal right.

6) What Is Not Refunded

Original shipping cost (refundable only for EU/UK customers exercising the 14-day statutory right of withdrawal, see Section 5)
Return shipping (always the customer's responsibility, including when a device is shipped for warranty inspection under §2 Fraud Prevention)
Customs duties, import taxes, or third-party fees paid at delivery, these are settled directly between you and your local customs authority
Orders that have already entered processing or shipped, these cannot be cancelled

Refunds are issued to your original payment method in the original currency of the transaction.

7) Contact

Questions about your order? We are here to help.

Earare Customer Support
hello@earare.com
Monday–Friday, 10am–6pm PST

Earare, 8729 Broadway, La Mesa, CA 91941, United States