Refund policy
30-DAY FIT POLICY
Owing to the numerous factors involved in crafting a personalized product, occasional fit adjustments may be necessary. To ensure a comfortable fit and proper seal for your true wireless stereo in-ear monitors (TWS IEMs), Plexsonic provides a 30-day Fit Guarantee (for impressions taken by Plexsonic). It is essential to inform customer service within 30 days of receiving your IEMs to qualify for the guarantee.
If it is impossible to refit your IEMs, test shells may be used to ascertain whether the alterations resolve the problem. Plexsonic reserves the right to rebuild your IEMs, which may necessitate new impressions, at our discretion.
You will be responsible for the expense of shipping your IEMs to our laboratory. Plexsonic will cover the cost of returning the adjusted IEMs to you.
Please note that aesthetic aspects, such as the height of the IEM IEMs due to space required for electronics, drivers, or faceplates, are not considered defects and are not covered by the fit guarantee.
RETURN POLICY
Plexsonic has a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, you can contact us at hi@plexsonic.com. Please note that returns will need to be sent to the following address: 68 Peck Seah Street #02-02 Singapore 079327 preferably in person of via tracked mail. We will not be responsible for any lost or stolen mail.
If your return is accepted, you will receive instructions on how and where to send your package. Upon receipt of the return, Plexsonic will inspect the item. Items sent back to Plexsonic without first requesting a return will not be accepted.
Build-to-Order (BTO) Products: Due to the custom nature of BTO products, returns are not accepted after building begins.
Non-BTO Products and Accessories: You may return your Non-BTO Products and Accessories within 15 days after receipt. The return will be subject to a 15% restocking and platform fee. The product must be in the same condition that you received it, unworn or unused, with tags, and in its original box, packaging, and accessories. Missing items will be subject to additional charges. Shipping costs for returned products will be borne by the customer. Contact hi@plexsonic.com to coordinate a return.
Merchandise: Merchandise is not eligible for returns.
CANCELLATION AND REFUND POLICY
Build-to-Order (BTO) Products: Please contact hi@plexsonic.com as early as possible should you wish to cancel your order. Cancellation must be processed before the production process begins. TWS IEM orders cannot be canceled once the production process starts. TWS IEM Pre-Orders cannot be canceled once payment is received.
Non-BTO Products/Accessories/Merch: Cancellations can only be processed before shipment. Contact hi@plexsonic.com to cancel your order.
Refunds: We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-15 business days. However, shipping, bank, and platform fees incurred cannot be refunded and there will be a cancellation fee of 10% incurred in order to process the refund. It may take some time for your bank or credit card company to process and post the refund.
If you have not received your refund after more than 15 business days have passed since we approved your return, please contact us at hi@plexsonic.com.