Our Warranty & Service Promise

VCEP Custom Earplugs

1-Year Fit Guarantee

Our custom earplugs include a one-year fit guarantee for customers age 18 and over, beginning on the date you receive them.

Custom earplugs can feel different at first, so we recommend giving your ears approximately two weeks to adjust.
A small amount of the lubricant provided with your earplugs can make insertion easier and more comfortable during this period.

If you experience a fit or comfort problem during the first year, contact us. We’ll assess the issue and adjust or remake your earplugs as needed. If necessary, we’ll take new ear impressions at no additional charge.

The one-year fit guarantee does not apply to customers under 18 because their ears may continue to grow and change. We’ll still help when a fit issue occurs, but we can’t guarantee the fit for a full year.

For refund eligibility during the first 30 days, please see our Fit Guarantee & Refund Policy.

3-Year Material & Manufacturing Warranty

Our custom earplugs are covered for three years from the date you receive them against defects in materials or workmanship.

If an earplug cracks, splits, tears, or otherwise fails during normal use because of a problem with the material or the way it was made, we’ll repair or remake it at no charge.

If your earplugs include acoustic filters, those filters are also covered for three years against manufacturing defects or failure during normal use.

Examples of covered problems include:

• Cracking or splitting during normal use
• Material tearing or breaking without unusual force or accidental damage
• Separation or failure caused by a manufacturing defect
• Acoustic filter failure during normal use
• Other material defects that prevent the earplug or filter from functioning as intended

The 3-year warranty does not cover:

• Cuts, punctures, or tears caused by fingernails or sharp objects
• Damage caused by pets
• Accidental damage
• Misuse or improper care
• Damage caused by excessive force or modification
• Loss or theft
• Lost acoustic filters or other removable accessories
• Normal cosmetic wear or discolouration that does not affect function
• Fit changes outside the applicable fit-guarantee period

Because every pair is handmade, small differences in colour, finish, or shape are normal and are not considered manufacturing defects.

If you’re unsure why an earplug or acoustic filter has failed, send us a photo. We’ll assess the problem and let you know if it’s covered.

VCEP Custom Earphones

VCEP custom earphones are manufactured for us by a partner lab and have separate fit, earmold, and electronics warranty coverage.

90-Day Fit Guarantee

VCEP custom earphones include a 90-day fit guarantee.

We recommend allowing approximately two weeks for your ears to adjust to a new custom fit before requesting a modification or remake for discomfort.

Using the lubricant provided can make insertion easier during this adjustment period.

If the fit is incorrect or uncomfortable during the first 90 days, contact us. We’ll work with the manufacturer to arrange the appropriate adjustment or remake.

New ear impressions may be required for a remake.

The 90-day fit guarantee does not cover:

• Style changes
• Material changes
• Colour changes
• Lost custom earphones

VCEP custom earphones are not covered by our 30-day custom-earplug money-back guarantee and are not refundable.

3-Year Custom Earphone Earmold Warranty

The custom earmold portion of VCEP custom earphones is covered for three years against breaks, cracks, splits, or other failures caused by a manufacturing defect or material failure.

This warranty does not cover:

• Style changes
• Material changes
• Colour changes
• Lost earmolds
• Fit issues outside the 90-day fit-guarantee period
• Cords
• Anchors
• Filters
• Drivers
• Cables

2-Year Electronics & Radio Accessory Warranty

The electronics in VCEP custom earphones and applicable radio accessories are covered for two years against defects or component failure.

Covered problems may include:

• Driver failure
• Internal electronic component failure
• Defective radio accessories

The 2-year electronics warranty does not cover:

• Earphone or monitor cables
• Filters
• Water damage
• Moisture damage
• Wax-related damage
• Accidental damage or misuse
• Unauthorized repair or modification

Ultimate Ears Products

Ultimate Ears products are manufactured and warranted by Ultimate Ears / Logitech and are covered according to the Ultimate Ears warranty, fit-guarantee, repair, and return terms applicable to the product.

Those terms may differ from Vancouver Custom Earplugs’ own warranty policies.

If you purchased an Ultimate Ears product through Vancouver Custom Earplugs and have a fit, warranty, or service issue, contact us and we’ll help you with the appropriate process.

Ultimate Ears warranty coverage and service decisions remain subject to Ultimate Ears’ terms and approval.

What Our Warranties Generally Don’t Cover

Unless specifically stated otherwise, our warranties do not cover loss, theft, accidental damage, misuse, unauthorized repairs or modifications, improper care, or normal wear and tear.

Removable accessories are covered only where specifically stated above.

Making a Warranty Claim

Start by contacting us through our contact form.

Please include:

• Your name
• Your order number, if available
• A short description of the problem
• Photos showing the issue, when possible

Photos often allow us to identify the problem before you make a trip to one of our locations or mail anything back.
If we need the product returned for inspection, adjustment, repair, or replacement, we’ll let you know what to send and where to send it.

Questions?

Use our contact form or call us at 604-359-3080 during regular business hours.

This warranty does not limit any rights you may have under applicable consumer protection laws.