1. I have received my order in poor condition.
2. The product is not what I expected and I would like to exchange it for another or return it.
3. Only if you have purchased the product on this website and not on another web portal/partner.

In the second case, it is essential that the products subject to exchange or return are in perfect condition and without obvious signs of use, otherwise no exchange or return can be made. It is your responsibility to provide suitable packaging to ensure the items arrive to us in perfect condition. If you have difficulty finding suitable packaging, we suggest using the original box in which you received the order. If the items are received in poor condition, we will not be able to process the requested return.

If you receive a gift (promotion) with your order, it must be sent along with the product in case of return. The time period to exchange or return an item is 30 calendar days after the order delivery.

EXCHANGES AND RETURNS WILL NOT BE ACCEPTED for Earcandy products sold by partners/other web portals. The web platforms where you purchased them will handle the process.

If you want to start an exchange or return, send us an email at customer@earcandy.es telling us how we can help you, or if you prefer, contact us through the form Exchanges and Returns. 

IMPORTANT NOTE: The exchange or return period for orders placed from December 1 to January 6 is until February 20.

- Contact us through this form: Exchanges and Returns

- The product must be sent in the same condition in which it was received.

- Please send the item including its original packaging or in a bubble mailer.

- Once we receive the package and after examining the item, we will inform you by email if you are entitled to an exchange or return.

Defective or incorrect product:

In case the product is defective, you must also manage it by contacting us through the Exchanges and Returns form.

The warranty lasts 1 year and includes the repair costs of the part, its replacement, or the refund of the amount. Shipping costs are not included.

You have 30 calendar days from the receipt of the order to make an exchange or return. If we verify that the product has a manufacturing defect, Earcandy will cover the shipping costs and you will be refunded or exchanged within a maximum period of 14 calendar days.

All shipping costs associated with an exchange or return will be borne by the buyer, unless the products are defective or incorrect.

In case of a return due to a factory defect, please contact us through the Exchanges and Returns form to assist you with the process. 

Timeframe for receiving the refund:

Once we receive the package at our office, it will be reviewed by our warehouse department before proceeding with the approval of the return. If the product meets the specified conditions above, the return will be approved and a full refund of the product price will be made within a maximum of 14 calendar days.

You will be notified of the transaction by email. Once the refund is issued, you can expect it to take effect within 2-3 business days.