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Refund and Returns Policy

Last updated: July 2026

The short version

If something is wrong with your Fluid™ earplugs, we’ll make it right — that’s our warranty. If you’ve simply changed your mind, you can return unopened products within 14 days of delivery, wherever you are in the world. All returns and refunds start at our Support & Returns form (https://paxauris.com/support-and-returns-form/) — you’ll receive a support number (SUP number) that authorises and tracks your return.

This policy applies to orders from http://www.paxauris.com. If you ordered through another platform or vendor, please contact them for return information (Kickstarter and BackerKit backers: see below).

Faulty or incorrect items (our warranty)

If your product arrives damaged, doesn’t work as it should, develops a fault in normal use, or isn’t what you ordered, contact us through the Support & Returns form. Tell us what happened and include photos where you can. If the product is defective we will replace it (or refund it) at no cost to you, including any return shipping we ask for. This warranty is in addition to your statutory rights.

Changed your mind? (returns)

We give every customer, worldwide, the same return rights:

  • You may cancel your purchase for any reason within 14 calendar days of delivery (based on the carrier’s tracking information).
  • The product must be unopened with the hygiene seal intact. Earplugs are worn in the ear, so once the packaging seal is broken they cannot be returned for a change-of-mind refund — the standard health-and-hygiene rule. (A defective product is always covered by the warranty above, opened or not.)
  • Contact us first, via the Support & Returns form, with your order number and the reason the product didn’t work out (or what we could do better — we genuinely read these). You’ll receive a SUP number, which is your return authorisation.
  • Write the SUP number clearly on the outside of the package. We cannot refund packages returned to us without a Paxauris-issued SUP number on the outside.
  • Send the goods back, with all original items and packaging, within 14 days of receiving your SUP number — sooner is appreciated. You pay the cost of return shipping unless the return is our fault.
  • We refund the full price you paid, including standard outbound shipping, within 14 days of receiving the goods back or your proof of postage.

How refunds are paid

Once your return is accepted, we’ll notify you by email and process the refund within 10 business days. Refunds always go to your original payment method first — this applies even if your card has since expired or been cancelled. Card refunds are routed through your bank, not the physical card, so in almost all cases your bank credits the refund to your replacement card or the account behind it automatically. Refunds typically appear within 5–10 business days of being issued, depending on your bank.

If the refund cannot be delivered (for example, the bank account itself has been closed), it is returned to us automatically — we’ll then contact you to arrange an alternative such as a bank transfer or PayPal. If a refund hasn’t reached you within 10 business days, let us know on your SUP case and we’ll chase it.

Import charges

If you were incorrectly charged import VAT or duties on delivery for an order where taxes were collected at checkout, contact us with the customs receipt — we
reimburse verified double-charges in full.

Kickstarter and BackerKit rewards

Crowdfunding rewards are governed by the platform’s terms rather than retail law, but we apply the same warranty to them: a defective reward gets replaced.Contact us through the Support & Returns form with your backer number.

Questions

Anything unclear, write to info@paxauris.com or reply on your SUP case.