Refund policy

At Fen X Custom, we stand behind every pair of custom earplugs we make — because they’re made just for you. We want you to love them, plain and simple.

Love ’em or let us fix ’em

If something doesn’t feel right — whether it’s fit, comfort, or performance — just let us know. We’ll work with you to tweak, adjust, or remake them so they fit and work exactly the way you want.

We fix before you return

We believe in getting it right before you have to say goodbye. If there’s a problem, we’ll make every effort to correct it before processing a return. Most issues can be fixed quickly, so you can keep enjoying your plugs.

Returns

We accept returns for up to 30 days from the delivery date. The item must be returned in its original packaging where possible, and with all included parts, to receive proper credit.

Because our products are custom-made, to qualify for a return the customer must have shown a reasonable willingness to provide feedback about their fitting issues, giving Fen X Custom a reasonable chance to fix them. Our feedback procedure exists solely to gather enough data to rebuild the earplugs and send a working second pair.

The feedback process

  1. We make sure the earplugs are being worn properly. A member of our Customer Service team will work with you to confirm the plugs are correctly inserted.
  2. If that doesn’t resolve it, we investigate further:
    • We email you standardized questions for product feedback.
    • We ask for two photographs of the earplugs being worn, one of each ear.
  3. Using that input, Fen X Custom produces and ships a new version of the product.
  4. If the new pair still does not resolve the issue, you qualify for a refund. We refund 100% of the purchase price of the item on receipt of the returned item.

Return shipping

All return shipping charges must be prepaid. Secure the item in its original packaging and return it via UPS or another carrier to:

Fen X Custom
6893 Sullivan Road
Grawn, MI 49637
United States

We recommend UPS, or any carrier that gives you a tracking number, to ensure delivery.

Warranty

Our warranty covers manufacturing defects and fit adjustments for 3 years from delivery. It does not cover damage from misuse, loss, or normal wear and tear.

The warranty and the 30-day return window are separate things: the return window is how long you have to send a product back for a refund, and the warranty is how long we will repair or remake a product that fails.

How to start a claim

Email support@fenxcustom.com or call 1 (833) 545-0298, Monday to Friday 9am to 5pm Eastern Time, with your order number and a short description of the issue.