Last updated: July 5th, 2026
These Terms & Conditions apply when you buy products or services from Fenris Acoustics through our website or by direct contact.
By placing an order, you agree to these terms.
Terms and conditions are subject to change.
Orders
All orders are subject to acceptance by Fenris Acoustics. After you place an order, we may contact you by email or phone if we need information about your order, payment, ear impressions, artwork, design choices, production or delivery. We may cancel or refuse an order if there is a pricing error, product information error, payment issue, material shortage, unsuitable ear impressions, unavailable components, suspected fraud or another issue that prevents us from completing the order. If we cancel your order, we will notify you and refund any payment for the cancelled order.
Price & Payment
Prices are shown on our website or in a written quote. Prices may change without notice, but changes will not affect an order that has already been accepted. We currently accept card payments through Stripe. Other payment options may be shown at checkout if available. Your order will not enter production until payment has been received in full and all required order information has been approved.
Custom Products
Many Fenris Acoustics products are custom-made. This includes custom in-ear monitors and other products made to your specific choices, ear impressions, artwork, colours or design options. Because custom products are made individually for you, small differences may occur between the final product and online previews, photos, renders or examples.
Ear Impressions & Ear Scans
Approved ear impressions or ear scans are required for custom in-ear monitors and custom earplugs. Build time starts only after we have received and approved usable ear impressions or scans, payment in full, and all required design information. If your impressions or scans are not suitable, we may ask you to provide new ones. Physical ear impressions are normally scanned and then disposed of after your order has been fulfilled. Digital scan files may be stored so we can help with refits, repairs, remakes or future orders. More information is available in our Privacy Policy. Although impressions can keep their shape for a long time, ears can change over time. Older impressions or scans may no longer produce a perfect fit, and we may request new impressions or scans for future orders or repairs.
Production & Delivery
Delivery and processing timelines depend entirely on whether you are purchasing an in-stock accessory or a custom-built product.
Standard / In-Stock ProductsNon-customized orders (such as stock cables or standard accessories) are typically dispatched from our facility on the following business day.Custom Products
Custom-built items require specialized laboratory fabrication. The Customer may select from three available production tiers at checkout:
- Priority: Estimated production window of 2–3 weeks (excluding shipping).
- Express: Estimated production window of 3–4 weeks (excluding shipping).
- Standard: Estimated production window of 6–8 weeks (excluding shipping).
All stated build times are estimated windows. Production schedules are calculated in full calendar weeks subject to a strict weekly cutoff system, governed by the following terms:
- Commencement of Timeline:
The production timeline does not commence upon receipt of online payment. It officially begins only after Fenris Acoustics has received, inspected, and formally approved the Customer's usable physical ear impressions or digital ear scans, along with all required design information. - The Sunday Cutoff:
The production week resets every Sunday at 23:59 (CET). If the Customer's ear impressions are approved mid-week (e.g., Monday through Saturday), those remaining days leading up to Sunday are designated as preparation days. The official production weeks will begin counting from the subsequent Monday. - Dispatch and Shipping Transit:
Completed custom products are usually dispatched from the Fenris Acoustics facility on Mondays. Stated production tiers do not include shipping transit times. For orders shipped within Sweden, shipping transit typically requires an additional 1–2 business days. International shipping times may vary depending on the destination. - Explanation of Time Ranges:
The estimated production ranges (e.g., 3–4 weeks) account for the specific day of the week the Customer's ear impressions are approved. Approvals granted closer to the Sunday cutoff will result in a total timeline closer to the shorter estimate, while approvals granted earlier in the week will result in a total timeline closer to the longer estimate due to the pending cutoff.
While every effort is made to meet the estimated timeframes, build times may be affected by laboratory production capacity, material availability, design complexity, quality control failures, or other unforeseen circumstances. Furthermore, any changes made to the order design or specifications after payment has been processed or after production has been scheduled may significantly delay the delivery timeline.Specific Deadlines and Time-Sensitive Requests
If the Customer requires delivery by a specific date (including, but not limited to, upcoming performances, tours, or events) that falls outside the standard estimated windows, the Customer must contact Fenris Acoustics at order@fenrisacoustics.com prior to or immediately following order placement. Fenris Acoustics will evaluate current laboratory capacity and make reasonable efforts to accommodate the request. However, Fenris Acoustics cannot guarantee strict deadlines unless explicitly confirmed and agreed to in writing.
Order Changes
If you need to change your order, please contact us as soon as possible. This includes changes to model, colour, shell, faceplate, artwork, text, cable, socket option or shipping address. Changes are not always possible once ear impressions have been approved or production has started. Approved changes may delay your order or add extra cost.
Build & Cosmetic Quality
Every custom product is tested and inspected before shipping. Because custom products are handmade and individually produced, small cosmetic differences may occur. These may include minor bubbles, small internal marks, slight asymmetry, colour variation or differences from online previews. Colours may look different depending on screens, lighting, resin, materials and production process. Small cosmetic differences are not considered defects unless they affect the function of the product or fall outside our quality standards.
Artwork & Text
We will do our best to reproduce your artwork or text as closely as possible, but placement, size, visibility and colour may vary because every ear shape is different. Dark artwork on dark faceplates, very small details or low-resolution files may not be clearly visible. By submitting artwork, logos, images or text, you confirm that you have the right to use them. Fenris Acoustics may reject artwork or text that is illegal, offensive, hateful, pornographic, violent, defamatory, infringing, technically unsuitable or not aligned with our brand. If we cannot use your artwork, we will contact you.
Monitor Size, Height & Sockets
The size and shape of custom in-ear monitors depend on your ear anatomy, the number of drivers, internal configuration and selected options. We try to keep the profile as low as possible, but we cannot guarantee that the monitors will sit completely flush with the ear. Recessed sockets may not always be possible depending on the size and shape of your ear.
Sound Signature
We do not offer refunds, returns or remakes of custom products because of sound-signature preferences. We recommend researching the model and sound signature before placing an order. Everyone hears differently, and your personal experience may differ from measurements, reviews or expectations.
Fenris Care+
Fenris Care+ is an optional premium service program for eligible Fenris Acoustics custom in-ear monitors. Fenris Care+ can normally be purchased when placing a new custom in-ear monitor order. On special occasions, Fenris Acoustics may also offer Fenris Care+ after purchase, for example during service events, special campaigns or after product inspection. Fenris Care+ is only active if it is shown on your order confirmation, invoice or written confirmation from Fenris Acoustics. Fenris Care+ availability, pricing and coverage may vary depending on product model, location, order date and selected plan. Unless Fenris Acoustics confirms otherwise in writing, Fenris Care+ coverage is connected to the specific product it was purchased for and cannot be transferred to another product. Fenris Care+ does not cover loss, theft, intentional damage, misuse, unauthorised repairs, third-party modifications or cosmetic wear that does not affect performance. Fenris Care+ is an optional service program. It does not replace or limit your standard warranty, fit guarantee or any mandatory consumer rights you may have under applicable law. More information about Fenris Care+ coverage is available on our Warranty page.
Shipping
Shipping options and costs are shown at checkout or confirmed in writing. Delivery times are estimates and may be affected by carriers, customs, weather, holidays, incorrect address details or failed delivery attempts. If your package appears damaged on delivery, please document the damage and contact us as soon as possible.
International Shipping, Customs & Import Fees
International customers are responsible for any local import duties, VAT, customs fees, brokerage fees or other charges connected with the purchase or delivery. Customs forms must be completed accurately and honestly. We cannot mark shipments as gifts or declare incorrect values.
Cancellations & Returns
Custom products are made specifically for you and cannot be returned once production has started, unless required by law. If you want to cancel a custom order before production has started, contact us within 4 business days after placing the order. If production has not started, we will cancel the order and process your refund. Once production has started, we cannot offer a refund for custom products unless the product is faulty or another mandatory legal right applies.
If we sell non-custom products or accessories, return conditions will be shown on the product page, at checkout, or communicated separately. Returned products must normally be unused, complete and in original packaging unless the return concerns a faulty product or another situation covered by law.