Trade-in and returns

We offer personalised help at Listening Matters. You can come visit our store in Hilversum, or get in contact via phone or email!

Trade-in or return

At Listening Matters, it's possible to exchange or return products purchased remotely. As a consumer, you have the right to cancel the purchase within 14 days of receiving your order; this is called the cooling-off period. During this period, you can cancel your purchase without any issues, provided that the product is unused and undamaged, and if possible, returned in the original packaging. It's allowed to open the packaging to check if the product meets your expectations, but the packaging must be opened properly. If the product is unexpectedly damaged or used, you can still use the cooling-off period after deducting the depreciation of the product.

However, there are some exceptions to the right of return, namely:

• In-ear earphones cannot be returned due to hygienic reasons if the packaging seal has been broken after delivery.
• Custom-made cables specifically manufactured for the customer.

If you as a consumer do not use the cooling-off period, the purchase becomes final.

If you want to exchange or return, please follow the return procedure outlined by Listening Matters.

Return procedure

If you wish to exchange or return your order within the cooling-off period, please follow the procedure below. Contact Listening Matters within 14 days of receiving your order. We will send you a confirmation email with a step-by-step plan:

Carefully package the product in a cardboard box or other protective packaging and return it to Listening Matters at the following address:
Listening Matters B.V.
Borneolaan 25, 1217 GX Hilversum, Netherlands.

The risk of damage, loss, or theft of the return shipment lies with the sender until Listening Matters receives it.

Include a proof of purchase (copy of the purchase invoice) with the return shipment and provide your bank details on it. You must return the products within 14 days of reporting the return. Listening Matters will refund the purchase amount (including any shipping costs charged by Listening Matters) as soon as possible and no later than 14 days after reporting the return. However, we may wait to refund until we have received the products or until you have proven that you have returned them, depending on which happens earlier. We will refund the amount using the same payment method you used for the original transaction unless you have expressly agreed otherwise. No fees will be charged for this refund. To expedite and smooth the return process, we recommend never sending products back to Listening Matters without prior notice.

If you want to receive a different product, you can easily reorder and pay for it through the website.

If you wish to add the European withdrawal form to your return shipment, you can fill out the form and include it with your return or send it to us by email.

Broken or incomplete products

Has a product been delovered incompletely or broken? Bring this up with us and see our warranty and repairs page which explains this further.