PLEASE READ CAREFULLY BEFORE PURCHASE

By purchasing Decibullz custom-moulded earplugs, you acknowledge and agree to the following terms.

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1. Personalised & Custom-Fitted Product

Decibullz custom earplugs become personalised goods once moulded to the user’s ears using the supplied thermo-fit process.

Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the statutory 14-day cancellation (cooling-off) period does not apply to goods made to the consumer’s specifications or clearly personalised.

Once the moulding process has been completed, the product is considered personalised and non-returnable except where faulty.

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2. Hygiene & Health Protection

These earplugs are designed for insertion into the ear canal and are classified as hygiene-sensitive products.

In accordance with Regulation 28(3)(a) of the Consumer Contracts Regulations 2013, sealed goods which are not suitable for return due to health protection or hygiene reasons cannot be returned once unsealed.

Accordingly:

• Unopened and fully sealed products purchased online may be returned within 14 days of delivery.

• Once opened, moulded, worn, inserted into the ear, or otherwise used, the product is non-returnable for hygiene reasons.

• Once heat-moulded, the product becomes permanently personalised and cannot be resold.

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3. 30-Day Returns (Unopened Products Only)

We offer a 30-day return period for new, unused and unopened products.

To qualify:

• The product must be fully sealed.

• The product must not have been heat-moulded.

• The product must not have been inserted into the ear.

• The item must be returned in its original packaging.

We reserve the right to refuse returns that do not meet these conditions.

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4. Handling & Diminished Value

You may open outer packaging to inspect the goods in the same way as would be permitted in a shop.

Any handling beyond this, including opening sealed hygiene packaging, moulding, or inserting into the ear, will render the product non-returnable.

If returned goods show signs of use, damage, or diminished value beyond reasonable inspection, we may:

• Reject the return; or

• Deduct an amount reflecting the diminished value.

Determination of diminished value will be made on a case-by-case basis.

Until returned, you remain responsible for the goods.

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5. Faulty or Defective Products

Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015.

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If the product is:

• Faulty

• Not as described

• Not of satisfactory quality

• Not fit for purpose

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You may be entitled to a repair, replacement, or refund in accordance with UK law.

Faults must be reported as soon as reasonably possible.

Products confirmed as faulty within 30 days of receipt will be eligible for a refund. After 30 days, we will offer repair or replacement where appropriate before any refund is considered.

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Please note:

• Discomfort caused by incorrect moulding technique

• Damage caused by overheating

• Improper fitting

• Alteration or misuse

does not constitute a manufacturing fault.

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6. Customer Responsibility

The customer is responsible for:

• Following all moulding instructions precisely

• Using appropriate water temperature

• Ensuring correct fit during the moulding process

• Following all safety and aftercare guidance

We are not liable for damage resulting from failure to follow instructions.

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7. Damage in Transit

Damage in transit must be reported as soon as possible.

Photographs of:

• The outer packaging

• Internal packaging

• The damaged item

must be provided to enable a claim with the courier.

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8. Return Shipping

• Returns must be sent to the address below.

• Return postage costs are the responsibility of the customer unless the item is confirmed to be faulty.

• We reserve the right to refuse returns sent without prior authorisation.

• Please email info@decibullz.co.uk or fill out the form on the website to let us know the issue so we can advise the best route forward in resolving the matter. 

Returns Address:
DCID Returns
Melrose Farm
Barton
DN18 6DD

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9. Purchases Made Elsewhere

This policy applies only to products purchased directly from our website.
We cannot accept returns for products purchased from third-party retailers.

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Returns form below