RETURNS & SUPPORT
A clear next step for returns.
Request a return within 7 days of delivery. Eligible products must be unused, complete and in resalable condition.
Read return eligibility
Return policy
What return eligibility includes.
Contact TY Support within 7 days of delivery and wait for return instructions before sending the product.
Eligibility
Eligible unused products may be requested for return within 7 days of delivery with proof of purchase.
Product condition
Products, accessories and packaging must be complete, clean and in resalable condition.
Hygiene review
Products used in or exposed to water may require a specific hygiene and condition assessment.
Outcome
Approved refunds are returned to the original payment method after inspection.
Important for water-contact products
Water-contact products require a hygiene inspection.
Waterproof headphones are worn close to the skin and may be used in pools or open water. Used or water-exposed products are not eligible for a change-of-mind return unless a verified product issue applies.
- Do not assume that a product used in water remains returnable.
- Keep all product parts, accessories, packaging, and order information while a request is reviewed.
- TY reviews cleanliness, completeness, water exposure and product condition during inspection.
Return requirements
Clear terms for every request.
These store terms work alongside any consumer rights that apply in the customer’s location.
Return policy details
- Request window
- Contact TY Support within 7 days of delivery.
- Proof of purchase
- Provide the order number and proof of purchase.
- Condition standard
- Keep the product unused, clean, complete and in its original packaging.
- Non-returnable cases
- Used or water-exposed products, misuse, accidental damage and incomplete returns are not eligible for change-of-mind returns.
- Return shipping
- TY Support provides the approved return address and any applicable shipping instructions.
- Refund timing
- Approved refunds are issued to the original payment method after inspection; bank processing times vary.
Return request flow
Contact first. Ship only after instructions.
Do not send a product until TY Support provides the approved return address and instructions.
- Contact supportProvide the order reference, product model, reason for the request, and relevant condition details.
- Wait for reviewTY Support reviews the request and explains the next step.
- Receive instructionsUse only the return method and destination supplied for an approved request.
- Product inspectionCondition, completeness, water contact and hygiene are reviewed during inspection.
- Outcome notificationTY confirms the outcome after inspection and processes any approved refund.
Unsure about product condition?
Ask before sending anything back.
Share the order reference and relevant condition details so TY Support can confirm eligibility and instructions.
Contact support