Last Updated: 2026

At Hillomusek, we are committed to providing high-quality audio products and a reliable customer experience. If you experience an issue with your order or product, our support team will review your case and provide assistance in accordance with this policy.

This Return, Refund & Warranty Policy applies to products purchased directly from the official Hillomusek online store.

For products purchased through authorized dealers, marketplaces, distributors, or other third-party sellers, please contact the original seller for return, refund, or warranty assistance. Different terms may apply depending on the sales channel.

By placing an order through the Hillomusek online store, you acknowledge and agree to the terms of this policy.

1. Order Cancellation & Modification

Orders may be cancelled or modified only if the request is received before the order has been processed or shipped.

Once an order has been processed, packed, or shipped, cancellation or modification may no longer be possible.

Customers who wish to cancel or modify an order should contact Hillomusek Support as soon as possible and provide their order number.

Cancellation for Personal Reasons

Cancellation requests based on personal reasons include, but are not limited to:

· Changed your mind after placing the order.

· Purchased the wrong product.

· No longer need or want the product.

· Decided to purchase the product elsewhere.

· Personal circumstances or preferences have changed.

· Any other reason unrelated to a product defect or Hillomusek's fulfillment error.

Such cancellations are not guaranteed once an order has been submitted.

If Hillomusek agrees to cancel an order that has already entered processing, a cancellation fee of up to 10% of the product value may apply to cover payment processing, administrative, fulfillment, and other costs already incurred.

If an order has already been shipped, the order generally cannot be cancelled. The customer may instead need to follow the applicable return procedure after delivery.

In exceptional circumstances, Hillomusek may, at its sole discretion, offer alternative solutions such as an order modification, store credit, partial refund, or cancellation. Such assistance is provided as a customer-service gesture and does not create an obligation for Hillomusek to provide the same solution in future cases.

2. 30-Day Return Policy

For eligible non-customized products, customers may request a return within 30 days after receiving the product.

To qualify for a return, the product must meet the applicable condition requirements below.

Factory-Sealed Products

Products that remain factory sealed and unopened may generally be returned within 30 days of delivery.
For returns due to personal reasons:

· Customers are responsible for return shipping costs.

· Customers are responsible for any customs duties, taxes, import charges, or clearance fees incurred during the return.

· Original shipping fees are non-refundable.

· Hillomusek does not provide prepaid return labels for personal-preference returns.

The refund will be issued after the returned product has been received and inspected.

Opened Products

If a product has been opened or used but there is no confirmed manufacturing defect, Hillomusek may, at its discretion, accept the return within the applicable return period.

Such returns may be subject to:

· Return shipping costs paid by the customer.

· Customs duties, taxes, and clearance fees paid by the customer.

· Deduction for missing accessories, damaged packaging, signs of use, scratches, or other loss in resale value.

· A restocking fee of up to 35% of the product value.

The final refund amount will be determined after inspection of the returned product.

3. Returns for Personal Reasons

Personal-preference returns include, but are not limited to:

· I don't like the sound signature.

· The product does not meet my personal expectations.

· I changed my mind after purchase.

· I purchased the wrong model.

· I no longer need the product.

· I prefer another product.

· The product does not match my personal preferences.

· Any other subjective reason unrelated to a product defect or quality issue.

For personal-preference returns:

· The customer is responsible for return shipping costs.

· The customer is responsible for any customs duties, taxes, import charges, or clearance fees.

· Original shipping charges are non-refundable.

· Any applicable restocking fee may be deducted from the refund.

· Hillomusek does not provide prepaid return labels for personal-preference returns.

A refund will only be issued after the returned product has been received and successfully inspected.

4. Defective Products & Manufacturing Issues

If you receive a product with a confirmed manufacturing defect or functional issue caused by Hillomusek or the manufacturer, Hillomusek will provide appropriate after-sales assistance in accordance with the applicable warranty terms.

Examples of potential manufacturing defects include:

· One side of an earphone has no sound under normal use.

· Cable failure caused by a manufacturing issue.

· Manufacturing-related functional problems.

· Other defects that materially affect normal product functionality.

To help us evaluate the issue, customers may be asked to provide:

· Order number.

· Product model.

· Detailed description of the problem.

· Photos or videos showing the issue.

· Additional information or troubleshooting results when necessary.

After evaluation, Hillomusek may provide one or more of the following solutions:

· Troubleshooting assistance.

· Replacement parts.

· Cable or accessory replacement.

· Product repair.

· Product replacement.

· Partial refund.

· Full refund where appropriate.

The final solution will depend on the nature of the issue, the condition of the product, the applicable warranty period, and the circumstances of the case.

For confirmed manufacturing defects covered by warranty, Hillomusek will cover the necessary return and replacement shipping costs where applicable, subject to the specific case and return instructions provided by Hillomusek.

5. Incorrect, Missing, or Damaged Items

If you receive an incorrect, missing, or visibly damaged item, please contact Hillomusek Support as soon as possible after delivery.

We recommend checking the contents of your package immediately upon receipt.

For these claims, Hillomusek may request:

· Order number.

· Photos of the shipping package.

· Photos of the shipping label.

· Photos of the product and packaging.

· Photos showing the missing or incorrect item.

· An unboxing video or other evidence, where available.

For missing items, accessories, or components, Hillomusek may request an unboxing video to help verify the condition and contents of the package when it was opened.

If the issue is confirmed to have resulted from a Hillomusek fulfillment error, Hillomusek may provide:

· Replacement of the missing or incorrect item.

· Replacement of the affected product.

· Appropriate refund or compensation.

· Other suitable resolution depending on the circumstances.

If only one accessory or component is missing or defective, Hillomusek may provide a replacement or refund for that particular item rather than the entire order.

6. Return Authorization (RMA) Process

Customers must contact Hillomusek Support and receive return authorization before sending any product back.

Please do not return products without receiving return instructions from Hillomusek. Unauthorized returns may be refused or may experience delays in processing.

Step 1: Submit a Return Request

Please provide:

· Order number.

· Proof of purchase.

· Customer name and contact information.

· Product model.

· Reason for return.

· Detailed description of the issue.

· Photos or videos of the product and/or reported issue.

Step 2: Wait for Confirmation

Hillomusek will review the request and determine whether the return is eligible.

If approved, Hillomusek will provide return instructions and, where applicable, an RMA number or return authorization.

Customers should wait for confirmation before shipping any products.

Step 3: Ship the Product

After receiving return authorization, customers must:

· Return the correct product.

· Include the required original packaging and accessories.

· Properly protect the product during transportation.

· Use a trackable shipping service.

· Provide the return tracking number to Hillomusek.

Customers are encouraged to take photographs of the product and complete package before shipment.

Unless otherwise agreed in writing, customers should arrange the return shipment within 5 business days after receiving return instructions.

Failure to ship the product within the required period may result in the return authorization being cancelled.

Important Notice

Hillomusek is not responsible for return packages that are lost, stolen, damaged, delayed, or undelivered during transit when the customer is responsible for arranging the return shipment.

Refunds or replacements will be processed only after the returned product has been received and inspected.

7. Refund Processing

Once the returned product has been received and inspected, Hillomusek will process an approved refund within 3–6 business days.

Unless otherwise agreed, refunds will generally be issued to the original payment method.

Depending on the payment provider, bank, or payment method used, additional processing time may be required before the funds appear in the customer's account.

Hillomusek is not responsible for delays caused by banks, PayPal, credit-card issuers, or other payment providers.

Any non-refundable payment processing fees, currency conversion losses, bank fees, or similar charges imposed by third-party payment providers may be deducted from the refund where applicable.

8. Exchange Policy

Defective or Incorrect Products

If a product is confirmed to have a manufacturing defect or was incorrectly shipped due to a Hillomusek fulfillment error, Hillomusek will provide an appropriate solution.

Depending on the situation, Hillomusek may provide:

· Replacement with the same model.

· Repair service.

· Replacement parts.

· Partial refund.

· Full refund where appropriate.

If a defective product must be returned for replacement, Hillomusek will provide return instructions.

For confirmed manufacturing defects covered by warranty, Hillomusek will generally cover the necessary return and replacement shipping costs.

Customers must follow Hillomusek's return instructions and provide valid tracking information.

Personal-Preference Exchanges

Exchanges requested solely because of personal preference are subject to the same conditions as personal-preference returns.

Customers may be responsible for:

· Return shipping.

· Replacement shipping.

· Customs duties.

· Taxes.

· Clearance fees.

· Any applicable price difference.

· Any applicable restocking fee.

Hillomusek may decline a personal-preference exchange if the product does not meet the applicable return conditions.

9. Non-Returnable Items

For hygiene, product protection, customization, and resale considerations, the following items are generally not eligible for return or exchange:

· Opened or used ear tips / eartips.

· Opened or used cables and adapters.

· Opened or used accessories.

· Carrying cases or other personal-use accessories once opened or used.

· Opened or damaged packaging materials.

· Free gifts.

· Promotional items.

· Complimentary products.

· Customized products.

· UIEM / CIEM products once production has started.

· Products missing original accessories or included components.

· Products with significant signs of use, damage, modification, or wear that prevent resale.

Where an individual accessory or component is defective or missing, Hillomusek may provide a replacement or other appropriate solution instead of accepting a return of the entire product.

For hygiene and safety reasons, opened personal-use accessories cannot generally be resold and therefore may not be accepted for return.

10. Customized Products (UIEM / CIEM)

Customized products are manufactured specifically according to the customer's requirements and therefore cannot generally be resold.

For customized products:

· Cancellation is generally available only before production begins.

· Once production has started, cancellation is generally not available.

· Returns or refunds due to personal preference, fit preference, appearance preference, or change of mind are not accepted after production begins.

If a customized product has a confirmed manufacturing defect, Hillomusek will provide appropriate repair or after-sales assistance.

11. Warranty Policy

Hillomusek provides limited warranty coverage for eligible products purchased through the official Hillomusek store or authorized sales channels.

Warranty Period

Unless otherwise stated for a specific product:

· Earphones / IEMs: 1 year

· Cables and adapters: 3 months

· Other accessories: As specified for the individual product

· Free gifts / promotional items: Not covered unless otherwise stated

The warranty period begins from the original purchase date.

Proof of purchase may be required to verify warranty eligibility.

For products purchased from authorized dealers or third-party sales channels, customers should generally contact the original seller first.

12. What the Warranty Covers

The warranty covers confirmed manufacturing defects that affect the normal functionality of the product under normal and intended use.

Examples may include:

· Manufacturing defects.

· Internal component failure caused by manufacturing issues.

· Functional failure occurring under normal use.

· Other defects confirmed to be attributable to manufacturing.

Hillomusek may require the product to be returned for inspection before approving repair, replacement, or another warranty solution.

13. Warranty Exclusions

The warranty does not cover damage or failure caused by:

· Accidental damage.

· Drops, impacts, or crushing.

· Water, liquid, or excessive moisture.

· Improper storage.

· Misuse or abuse.

· Negligence.

· Improper installation or operation.

· Failure to follow the user manual or safety instructions.

· Unauthorized repair, disassembly, modification, or alteration.

· Damage caused by third-party accessories where applicable.

· Normal wear and tear.

· Cosmetic changes caused by normal use.

· Scratches or surface damage caused after delivery.

· Lost or stolen products.

· Damage caused by natural disasters or extreme environmental conditions.

· Commercial or abnormal use unless specifically designed for such use.

Warranty coverage may also be limited for products that have been significantly modified, repaired by an unauthorized party, or purchased under special promotional conditions.

14. Promotional, Clearance & Special Sale Products

Products purchased through special promotions, limited-time sales, clearance events, bundle offers, review programs, giveaway campaigns, or other promotional activities may be subject to different return and warranty conditions.

These products may include, but are not limited to:

· Products purchased at a significantly discounted price. 

· Clearance or discontinued products. 

· Final-sale items. 

· Review or demonstration units. 

· Giveaway or promotional items. 

· Products sold under special campaign terms. 

For these products:

· Returns or exchanges due to personal preference, change of mind, incorrect purchase, or other non-quality-related reasons may not be accepted. 

· Special return conditions, warranty limitations, or other applicable terms will be clearly stated on the product page, promotional page, or campaign terms before purchase. 

· Customers are encouraged to review the applicable terms before completing their order. 

Unless otherwise stated, products with confirmed manufacturing defects or quality issues may still receive appropriate after-sales support in accordance with Hillomusek’s warranty policy.

The available solution may include troubleshooting support, repair service, replacement parts, product replacement, or other appropriate resolutions depending on the specific situation and product availability.

15. Return Shipping, Customs & Taxes

For returns caused by personal preference, change of mind, incorrect customer selection, or other reasons unrelated to a product defect:

· The customer is responsible for return shipping costs.

· The customer is responsible for customs duties, taxes, import charges, and clearance fees.

· Original shipping charges are generally non-refundable.

· Hillomusek is not responsible for return shipping costs incurred without prior authorization.

For confirmed manufacturing defects or Hillomusek fulfillment errors, Hillomusek will determine and communicate the applicable shipping arrangement on a case-by-case basis.

Customers should not ship products using collect-on-delivery or similar arrangements unless specifically authorized by Hillomusek.

16. Inspection of Returned Products

All returned products are subject to inspection.

The final refund or exchange decision may take into consideration:

· Product condition.

· Whether the product has been used.

· Packaging condition.

· Missing accessories or components.

· Signs of physical damage.

· Signs of modification or unauthorized repair.

· Hygiene condition.

· Whether the product can reasonably be resold.

If the returned product does not meet the applicable return requirements, Hillomusek may reject the return or deduct an appropriate amount from the refund.

17. Special Circumstances

Hillomusek understands that unusual circumstances may occur.

In exceptional cases, Hillomusek may, at its sole discretion, offer an alternative resolution such as:

· Store credit.

· Partial refund.

· Replacement accessories.

· Product replacement.

· Order modification.

· Return assistance.

· Other customer-service solutions.

Any such assistance is provided on a case-by-case basis and does not constitute a waiver of this policy or create an obligation to provide the same solution in future cases.

Nothing in this policy is intended to limit any mandatory rights or remedies that customers may have under applicable consumer protection laws.

18. Contact Us

If you have questions about returns, refunds, exchanges, cancellations, or warranty service, please contact:

Hillomusek Support
Email: support@hillomusek.com

When contacting us, please include your order number and a clear description of your request so that our support team can assist you as efficiently as possible.

Hillomusek will review each request in accordance with this policy and applicable laws.