Last updated: 13 September 2026
This is a courtesy translation. In case of discrepancy, the Spanish version — Política de devoluciones y desistimiento — prevails.
1. Right of withdrawal
If you are a consumer, you have 14 calendar days to withdraw from the contract without giving a reason and without penalty, under articles 102 and following of Spanish Royal Legislative Decree 1/2007 (TRLGDCU).
The period starts on the day you, or a third party indicated by you other than the carrier, take physical possession of the order. If the order is delivered in several shipments, the period starts on receipt of the last one.
2. Hygiene exception (important)
Earplugs are a personal-use product that comes into direct contact with the ear canal. Under article 103(e) of Royal Legislative Decree 1/2007, the right of withdrawal does not apply to the supply of sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery.
In practice, this means:
- You can withdraw if you return the product with its original seal intact, unopened and unused.
- You cannot withdraw if you have broken the seal or used the earplugs, since they are no longer suitable for resale for hygiene reasons.
This limitation does not affect your rights in relation to defective or non-conforming products, which are covered in section 8 below.
3. How to exercise your right of withdrawal
Notify us of your decision before the 14-day period ends, unambiguously, by any of these means:
- Email to info@useonme.com stating your order number.
- Using the withdrawal form at the end of this page (its use is optional).
- By post to: [TO COMPLETE: postal address for returns].
To meet the deadline it is enough that you send the notification before it expires. We will confirm receipt and tell you the exact address to send the parcel to.
4. Return deadline and condition
You must return the product without undue delay and in any event within 14 calendar days of notifying us of your withdrawal.
The product must be returned complete — with all eartip sizes, the case and the original packaging — and with the seal intact. Pack it well: you are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
5. Cost of returning the goods
The direct cost of returning the goods is borne by you where the return is due to the exercise of the right of withdrawal. We recommend using a tracked service: until we receive the parcel, the risk of loss is yours.
We do not accept returns sent carriage forward or cash on delivery.
6. Refunds
Once we have received and checked the product, we will refund all payments received, including the standard shipping cost of the original order, without undue delay and in any event within a maximum of 14 calendar days of you informing us of your decision.
We may withhold the refund until we have received the goods back or until you provide evidence of having sent them, whichever comes first (article 107.2 TRLGDCU).
The refund will be issued using the same payment method you used for the purchase, at no cost to you. If you chose a delivery option more expensive than our standard one, we are not obliged to refund the additional cost of that option.
If the return is partial and the order benefited from a bundle discount or from free shipping over a threshold, the refund will be recalculated on the price actually applicable to the products you keep.
7. Size or colour exchanges
Each pack includes several eartip sizes precisely so you can adjust the fit without needing an exchange. If you still want to change colour or model and the product is still sealed, write to info@useonme.com within 14 days: we will handle it as a withdrawal followed by a new order. Shipping costs for the exchange are borne by you unless the error was ours.
8. Defective, incorrect or damaged products
This is not a withdrawal return and is not subject to the limitations above.
If you receive a defective product, a product different from the one you ordered, or one damaged in transit, write to info@useonme.com with your order number and photographs of the product and packaging. We will cover all collection or return costs and you may choose between replacement or a full refund.
All products carry the statutory guarantee of conformity of 3 years from delivery. The claim is time-barred 5 years after the lack of conformity becomes apparent. The guarantee does not cover normal wear and tear or damage resulting from use contrary to the instructions.
9. Undelivered or refused orders
If an order is returned to sender for reasons attributable to the customer — incorrect address, repeated absence or failure to collect from the pickup point — the provisions of our Shipping policy apply.
10. Model withdrawal form
You can copy the text below and send it to us by email or post. Its use is optional.
To: Toni García Matas (onme) — [TO COMPLETE: postal address] — info@useonme.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
— Product: ______________________________
— Order number: __________________________
— Date of order: _________________________
— Date of receipt: _______________________
— Consumer's name: _______________________
— Consumer's address: ____________________
— Consumer's signature (only if on paper): ______________
— Date: ____________
11. Complaints
If you are not satisfied with how your return was handled, you may contact your local consumer information office (OMIC), the consumer affairs authority of your autonomous community, or, if you live in another EU country, the European Consumer Centre in your country.