Warranty Information & Returns Policy 

Overview

We want you to be completely satisfied with your purchase. If, for any reason, you experience difficulties or are not satisfied with the product or service you receive, please let us know.

We ask that customers try their earplugs as soon as they receive them and contact us immediately if they have issues with fitting them. We offer support to check fitting and can provide advice for fitting to individual ears. We would encourage clients that have any questions to make the most of this service.

We aim to make every custom-made product fit correctly first time, however due to the exacting requirements of the fit some adjustments may be required. Adjustment will be made free of charge if we are contacted within 21 days of dispatch. After this, all adjustments incur a fee of £20.

Product Warranty

Although a custom plug provides the best seal it is not always possible for them to be 100% watertight. If a small amount of water enters the ear then it is warmed and thus protection against the progression of Surfer’s Ear is maintained. 

Similarly, although the plugs are a snug and comfortable fit we are unable to guarantee their security if incorrectly inserted or in 100% of wipeouts. In the absence of ear protection a direct impact to the side of your head can rupture an ear drum: such a fall is rare but in some impacts an earplug may be dislodged from the ear.

Moulded warrants its products to be free from defects in materials and workmanship for a period of one (1) year from the date of delivery. If you believe your product has any defects in materials or workmanship, cease use immediately and contact Moulded for a remedy.

If a product proves to be defective in materials or workmanship, we will repair or replace the product as required and send it to you at Moulded’s expense. A renewed one (1) year warranty will be issued specific to the repair or replacement, unless otherwise stated.

All returns must include documentation specifying the claimed defect.

This limited warranty applies only where the products have been properly maintained in accordance with the Moulded instructions and have not been subject to misuse, negligence or accident. Additional exclusions to this warranty include, but are not limited to, loss, theft, or damage caused by the user or a third party.

Filter Exchange

Moulded will honour one free of charge filter exchange within 90 days of the despatch date. After this replacement filters are available from our website at a cost of £10 (£15 for a pair).

Refunds

Non-Custom Products can be returned for a refund within 30 days of delivery, providing they are in ‘as new’ condition and are accompanied by all original contents and packaging.

Custom-Made Products are exempt from refunds due to their custom-made nature, unless they are found to be faulty or ‘not fit for purpose’. In the first instance Moulded will take all reasonable steps to rectify any fault or ‘not fit for purpose’ issue(s). If we are unable to repair a product or make it ‘fit for purpose’ Moulded may agree to issue a refund at its discretion. 

Additional Information

When returning products to Moulded please include your contact details, a cover note stating your requirements and your invoice or order number (or enclose a copy of your invoice or delivery note).

We recommend that all returns sent to Moulded are made using a recorded delivery service, as Moulded cannot be held responsible for returned items lost in transit.

Moulded will refund any reasonable return postage costs for product or fit warranty returns within the UK upon provision of a postage receipt.

This does not affect your statutory rights.

Returns Address:

Moulded Earplugs

Chyenhal

Chyenhal

Buryas Bridge

Penzance

TR19 6AN

Cornwall