Terms and Condition

Warranty on ACS products

We want you to be completely satisfied with your purchase. If, for any reason, you experience difficulties or are not satisfied with the product or service you receive, please let us know.

ACS warrants its products to be free from defects in materials and workmanship for a period of one (1) year from the date of delivery. If you believe your product has any defects in materials or workmanship, cease use immediately and contact earLAB.

If a product proves to be defective in materials or workmanship, we will repair or replace the product as required and send it to you at our expense. A renewed one (1) year warranty will be issued specific to the repair or replacement, unless otherwise stated.

All returns must include documentation specifying the claimed defect.

This limited warranty applies only where the products have been properly maintained in accordance with the ACS instructions and have not been subject to misuse, negligence or accident. Additional exclusions to this warranty include, but are not limited to, loss, theft, or damage caused by the user or a third party.

Fit Warranty

ACS warrants the fit of its custom-made products for 60 days from the date of delivery (you will be notified by phone or email when your earplugs are ready for pickup. If you chose postage, a tracking number will be provided). We aim to make every custom-made product to fit correctly first time, however due to the exacting requirements of the fit some adjustments may be required. If you have any issues with the fit of your product please contact the earLAB, who will take all reasonable steps to rectify them.

Filter exchange

ACS will honour one free of charge filter exchange within 60 days of the date of delivery. If the attenuating filters supplied do not provide the correct amount of noise reduction they can be returned to earLAB (at your expense and risk) and exchanged for alternative filters (at earLAB's expense and risk).

Repairs

Products not covered by the above warranties may be repairable at a cost. Products can be returned to earLAB, accompanied by a cover note containing your contact details and a description of the fault or issue. earLAB will then test the product and submit a no-obligation quotation, including return delivery, to rectify the fault or issue. If you wish to proceed with a quoted repair payment will be required in advance of the work being carried out. If you do not wish to proceed with the repair the product can be returned to you. A delivery charge may apply to return unrepaired products. A renewed one (1) year warranty will be issued specific to the repair, unless otherwise stated.

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Returns/refunds policy

Non-Custom Products can be returned for a refund within 30 days of delivery, providing they are in 'as new' condition and are accompanied by all original contents and packaging.

Custom-Made Products are exempt from refunds due to their custom-made nature, unless they are found to be faulty or 'not fit for purpose'. In the first instance earLAB will take all reasonable steps to rectify any fault or 'not fit for purpose' issue(s). If we are unable to repair a product or make it 'fit for purpose' we may agree to issue a refund at our discretion, and in line with the Limited Warranty and/or Fit Warranty.

Other conditions

When returning products to earLAB please include your contact details, a cover note stating your requirements and your invoice or order number (or enclose a copy of your invoice or delivery note). We recommend that all returns sent to earLAB are made using a recorded delivery service, as we cannot be held responsible for returned items lost in transit.

Waiver

Our earplugs are intended to assist in the prevention of hearing damage only and are not intended to be a total prevention solution. They must be used strictly in accordance with the instructions provided, failure to use them in accordance with our directions (or the directions of your hearing professional or any other involved professional or regulation) may result in permanent hearing damage and all liability is waived in this respect. The earplugs are intended to be part of a total protection solution and are not intended to be a standalone prevention solution.

Shipping

Typically, we aim to process your order within one business day. Shortly after placing your order, you will receive an order confirmation within a few minutes. For custom products requiring postage, they will be shipped to you after your ear impression appointment and once the manufacturer has delivered them to earLAB.

Average Shipping times
We use Australia Post Parcel Post and Express Post satchels for shipping. The shipping timeframe corresponds to Australia Post's delivery estimates.
For international shipping inquiries, please reach out to our team at reception@earlab.com.au for further details.

Shipping cost
The cost of postage varies depending on the destination, postage type, and order value. Details regarding shipping fees will be discussed during the check-out process or can be discussed in person at our clinic.
Additionally, customers have the option to pick up their orders from our clinic at no additional cost.