Guarantee and Remake policy

• All custom molds are guaranteed against defects in material for 12 months from the date of purchase.  
• All molds are guaranteed for proper fitting and being without feedback for 3 months from the date of purchase.
• Old molds must be returned with request for remake.
• A proper explanation of the reason for remake is required.  This will help us produce a better earmold.
• A new impression, original invoice number, previous exact order date and patient’s or dispensers complain must be sent for remake.

1. Breakage or cracks due to material defects within first year of production and purchase.
2. Discomfort within first 90 days.
3. Feedback within first 90 days.
4. Wrong color, wrong material or style have been sent to you by company.
5. Your earmold has been lost by post office or company courier.

1. Making any changes on material or style. In this case, 50% of total cost should be paid.
2. After one year.
3. Feedback or discomfort occurs after 90 days of invoice date.
4. Dispenser asks for new or different earmold.
5. Dispenser is changing the fitting to the other ear.
6. Dispenser orders a non-occluding earmold and this results in feedback.
7. Patient asks for another color or style after production.
8. Dispenser sends incomplete or inaccurate information.
9. Simple adjustment could have avoided reproduction.
10. Dispenser or patient has ruined earmold by making modifications.
11. Incomplete original impression caused an improper fitting, due to missing helix, incomplete canal length, and concha and/or tragus areas.
12. Loss or damage by customer.

1- The Patient has passed away.

2- The clinic has not been able to contact the patient.

3- Patient’s opinion has been changed about having BTE hearing aid, or a pair has been ordered but later wants one…

4- The noise attenuation is suitable based on a professional evaluation but the patient believes that’s not sufficient.

* Please fill out the order form carefully and completely!  Missing information may delay your order, or cause orders to be processed incorrectly.  Please, DO NOT forget to fill out the audiogram part. If we see a discrepancy with your order, we will notify you. However, due to the large number of orders, we cannot call on every small discrepancy. Please be sure to review your order before sending it, and make sure that all information is accurate and complete.

*We might make few changes on orders without notification.  For example, a 3mm horn tube is being ordered, but the canal diameter will not accommodate one; we have to insert a large bore instead in order to make a similar effect as a horn tube.  Also, we will always try to insert parallel vents, however if canal area is limited, a diagonal vent will be inserted.

*We keep impressions aside for at least one year.  Please note that the impressions for all mold styles, other than full styles, are cut down to the size requested, unless the customer asks for original size to be sent back in the order form.

*When requesting for more than one set of molds for each ear, we only need one impression, however if you order two sets it will take two days to process, if you order three sets it will take three days to process, etc.

*All the processes start immediately after receipt of your impression(s), and most custom earpieces will ship out in a day.

*Since all of the products have special codes to be tracked after dispatch, we can’t take the responsibility of delay or loss by postal system.

*In some instances, the mail may take up to ten days to deliver packages.  Our policy requires a ten-day waiting period before remaking a mold free of charge.  If the mold is requested before the ten-day waiting period, total cost should be paid.