Refund policy Pacific Ears Limited Partnership
(Last updated: 15 October 2025)
Refunds, Replacements and Alterations
At Pacific Ears Limited Partnership, we understand the importance of customer satisfaction and compliance with Australian Consumer Law (ACL) as enforced by the Australian Competition and Consumer Commission (ACCC).
Our products are crafted with meticulous attention to detail to meet your unique specifications and requirements. Consumers may be entitled to a refund, replacement, or repair if the product:
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Is faulty, damaged, or not as described, e.g. defective manufacturing, defective material and component failure.
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Does not meet the specifications provided by Pacific Ears to the consumer.
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Is objectively not fit for the intended purpose discussed at the time of purchase.
In other cases, it is at the sole discretion of Pacific Ears what the remedy for returning any product is.
Universal products can be only returned to Pacific Ears within two weeks from the date of delivery. The products will only be fully refunded or credited if they are unused, in new condition and the packaging is not damaged or opened.
If you believe your product meets one of the criteria above, please contact our customer service team within a reasonable timeframe from receiving the product. We may require proof of purchase and details of the issue.
Upon assessing the issue, we will work with you to resolve it promptly. This may include offering a repair, replacement, a store credit or a refund if the issue cannot be rectified.
Please note that refunds may not be provided if the issue arises from a change of mind for any reason or incorrect specifications provided by the consumer at the time of ordering.
Only products repaired or replaced under warranty are shipped at Pacific Ears expense.
For any inquiries regarding refunds for products or to initiate a refund request, please contact our customer service team at info@pacificears.com.au or 1300 905010
This policy is designed to ensure that our customers receive fair treatment and adhere to the consumer rights under Australian law. We are committed to providing high-quality custom-made products and excellent customer service.
Eligibility for Full Refunds
Full refunds can be issued only in the following circumstances:
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The product is found to be faulty, damaged, or not as described.
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The product does not meet the specifications provided by Pacific Ears at the time of purchase.
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The product is objectively deemed unfit for its advertised and/or discussed intended purpose at the time of sale.
Generally, a full refund will be granted only if the product cannot be repaired or replaced, or if repair or replacement does not resolve the issue (in “not fit for purpose” cases).
In these circumstances, and at the sole discretion of Pacific Ears, the customer can be offered the choice of either a full refund or a 120% in store credit.
Comfort & Subjectivity
Comfort is inherently subjective and is not considered a "fit for purpose" issue. While Pacific Ears aims to ensure our products are as comfortable as possible—and we are happy to address fitting issues as part of our service—comfort alone does not qualify a product as defective or unfit for purpose.
General Terms for Refunds and Store Credits
Pacific Ears Limited Partnership is not obligated to issue refunds or store credits unless required by applicable local, federal, state, or regional laws and regulations.
Refunds or store credits will only be issued upon the return of the product, unless Pacific Ears, at its sole discretion, waives the return requirement. Any such waiver must be provided in writing.
The issuance and value of store credits are determined solely by Pacific Ears, based on the specific circumstances of each case.
Store credits are valid for 365 days from the date of issuance. For example, credits issued on 1 October 2024 will remain valid through 30 September 2025.
