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Refund policy

30-DAY FIT POLICY

Owing to the numerous factors involved in crafting a personalized product, occasional fit adjustments may be necessary. To ensure a comfortable fit and proper seal for your in-ear monitors (IEMs), FATfreq provides a 30-day Fit Guarantee (for approved impressions). It is essential to inform customer service within 30 days of receiving your IEMs to qualify for the guarantee.

If it is impossible to refit your IEMs, test shells may be dispatched to ascertain whether the alterations resolve the problem. FATfreq reserves the right to rebuild your IEMs, which may necessitate new impressions, at our discretion.

You will be responsible for the expense of shipping your IEMs to our laboratory. FATfreq will cover the cost of returning the adjusted IEMs to you.

For customers outside the Republic of Singapore, we ask that you return orders to our lab within 45 days of receipt. For additional refits, international customers must contact customer service within 45 days of receiving the adjusted earphones.

Please note that aesthetic aspects, such as the height of the IEMs due to space required for drivers, cable connectors, or faceplates, are not considered defects and are not covered by the fit guarantee.

EXCHANGE POLICY

We have a 14-day exchange policy, which means you have 14 days after receiving your item to request an exchange should the item is defective, or damaged, or if you receive the wrong item.

To be eligible for an exchange, your item must be in the same condition that you received it, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Picture proof of product damage is required for verification.

To start an exchange, you can contact us at services@fatfreq.com. Please note that returns must be sent to the following address: 29A Mosque Street, Singapore 059507, preferably via tracked mail. We will not be responsible for any lost or stolen mail.

If your exchange is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Upon receipt of the parcel, we will inspect the item.

Once the fault is verified, your product may be exchanged for another item of equivalent value or for store credit equal to the purchase price.

Please note: Items sent back to us must first request an exchange to be accepted.

CANCELLATION AND REFUND POLICY

Build-to-Order (BTO) Products: Please contact services@fatfreq.com as early as possible should you wish to cancel your order. Cancellation must be processed before the production process and before the receipt of your ear impressions where applicable. IEM orders cannot be canceled once the production process starts. IEM Pre-Orders cannot be canceled once payment is received.

Non-BTO Products/Accessories/Merch: Cancellations can only be processed before shipment. Contact services@fatfreq.com to cancel your order.

Refunds:

We will notify you once we’ve received and inspected your return and inform you whether the refund has been approved. If approved, a refund will be processed to your original payment method within 10–15 business days.

Please note:

A 10% administrative fee will be deducted from all approved refunds.
Shipping, bank, and platform fees incurred are strictly non-refundable.

If more than 15 business days have passed since we approved your return, please contact us at services@fatfreq.com.