Refund policy

Plain version first. The legal detail is all here too — nothing hidden.

30 days to change your mind

You have 30 days from the day your order arrives to cancel it. No reason needed. This is your right under EU law, and we honour it in full.

To start, email info@vividsound.nl with your order number. We'll confirm and tell you where to send it. You can also just send us a clear statement that you're cancelling — any unambiguous message within the 30 days counts.

Read this before you open the box — the hygiene seal

Earphones go inside your ears. For hygiene reasons, EU law lets us treat them like other sealed personal items: once the seal on the earpieces is broken, the 30-day change-of-mind return no longer applies.

So it's simple:

  • Seal intact — full right to return within 30 days.
  • Seal broken — you've accepted the set, and change-of-mind returns no longer apply.

This is the honest tradeoff of selling something that goes in your ears. It does not affect your rights if a set is faulty (see below) — those are separate and the seal doesn't touch them.

And if you want to hear a set before you commit: come to a Friday audition in Utrecht. Try before you buy, seal stays on, no risk either way.

How a return works

  • Email first. Items sent back without contacting us first can't be processed.
  • You pay return postage. Send it tracked — until it reaches us, it's your responsibility.
  • Pack it in the original box with everything that came with it.

Send returns to:

Leo Fallplantsoen 32 3543 HH Utrecht Netherlands

What you get back

Once we've received and checked your return, we refund within 14 days, to your original payment method. That includes the standard delivery cost you paid to receive the order. We may hold the refund until the goods are back with us — or until you've shown proof you've sent them, whichever is sooner.

For anything not sealed for hygiene (cables, cases, DAC dongles, music players), you're free to handle it as you would in a shop. If it comes back used beyond that — clearly worn in, missing parts, marked up — we may reduce the refund to reflect the drop in value. To keep that fair and predictable:

  • Full refund: box opened, contents checked, plugged in briefly to confirm it works.
  • Reduced refund: visible wear, used for days, accessories missing or damaged.

If your item is faulty

This is different from changing your mind. If a set arrives damaged, stops working, or you receive the wrong item, email info@vividsound.nl and we'll make it right — repair, replacement, or refund.

Under EU law your earphones have to work as described for a reasonable time. A fault isn't limited to the 14-day window, and the hygiene seal has nothing to do with it. If something breaks that shouldn't have, tell us.

What we can't take back

  • Ear tips, once unsealed — hygiene.
  • Gift cards.
  • Custom or personalised orders.

Exchanges

Fastest way to get the set you actually want: return the one you have, and once it's accepted, place a new order. Cleaner and quicker than a swap.

Any question at all, email info@vividsound.nl. One person reads it and you'll get a real answer.