Refund policy
Refund & Return Policy
Last updated: August 8, 2026
We want you to be confident in your purchase from Ear Candy. This policy explains when a refund is available, how to request one, and what is excluded.
90-Day Money-Back Guarantee
We offer a 90-day money-back guarantee on first-time purchases. The guarantee applies to your initial purchase of a given Product and is limited to one refund per product type per customer or household. To qualify, your request must be submitted within ninety (90) days of the delivery date.
The money-back guarantee is void if you elect to exchange your Product instead of requesting a refund.
What Is Not Refundable
- Shipping and handling charges.
- Optional shipping protection fees.
- Repeat purchases of a product type for which a guarantee refund has already been issued.
- Items reported after the applicable window has closed.
Subscription Orders
Where a subscription or recurring-delivery option applies, refunds on subscription shipments are limited to unopened items. Return shipping on subscription orders is the customer's responsibility. Shipping charges remain non-refundable in all cases.
Order Cancellations
You may request cancellation before your order ships. We cannot guarantee that a cancellation will be possible once an order has entered processing. A restocking fee of $2.00 may apply to cancelled orders.
Damaged or Defective Items
If your item arrives damaged or defective, contact us within seven (7) days of delivery at hello@vivaharbor.com with your order number and photographs of the item and packaging. You do not need to return the damaged item — we will send a replacement at no cost, or issue a full refund, at our discretion.
How to Request a Refund
Email hello@vivaharbor.com with your order number and the reason for your request. We will respond with instructions within 1–2 business days. Do not ship anything back before receiving return instructions from us; unauthorized returns may not be processed.
Return Shipping
Where a return is required, the customer is responsible for return shipping costs unless the item was damaged, defective, or incorrect. We recommend using a trackable shipping method, as we cannot issue a refund for a return we do not receive.
Refund Processing
Once your request is approved — and, where a return is required, once we have received and inspected the item — we will process your refund within 5–7 business days to your original payment method. Your bank or card issuer may take additional time to post the credit.
Chargebacks
If you believe there is a problem with your order, please contact us first. Filing a payment dispute without contacting us delays resolution. Carrier delivery confirmation is treated as conclusive proof of delivery in any payment dispute.
Contact
Ear Candy
Email: hello@vivaharbor.com