Refund Policy

Introduction  

We offer a 30-day return policy, which means you can request a return within 30 days of receiving your item.  

To be eligible for a return, your item must be in the same condition as when you received it—unworn, unused, with tags attached, and in its original packaging.  

To initiate a return, please contact us at **support@andesaudio.com**. If your return is approved, we will send you return shipping instructions, including where and how to send your package. Items returned without prior approval will not be accepted. If you have any questions about returns, feel free to reach out via email, Messenger, IG, or Twitter.  

Damages & Issues  

Please inspect your order upon receipt. If the item is defective, damaged, or if you received the wrong item, contact us immediately so we can evaluate the issue and resolve it.  

Note: Orders are processed only after full payment is received. Custom in-ear monitors (IEMs) and custom cables are **non-returnable** items.  

However, if you encounter any issues with fit comfort or product maintenance, please contact us right away—we provide after-sales support to ensure your satisfaction.  

For fit-related issues, you are entitled to a **free replacement** within 30 days of receiving the product (international customers are responsible for return shipping). This does not apply if your ear impressions were taken by a certified local audiologist. But if such issues arise, rest assured we will provide full support to ensure your custom product meets your expectations.   

Returns (For Stock Items)  

For stock items (e.g., pre-made cables and universal-fit IEMs), a **20% restocking fee** applies for refund requests. To qualify for a refund, the returned item must be in perfect condition with all original packaging and accessories.  

Exchanges  

The fastest way to get the item you want is to return your current item and, once the return is accepted, place a new order separately.  

Refunds  

Once we receive and inspect your return, we will notify you of the refund approval status. If approved, the refund will be processed automatically to your original payment method. Please note that your bank or credit card company may take additional time to process and post the refund.