Last updated: 5 November 2026

This policy explains when you can return an item to IEM VAULT, how a refund is paid, and who pays for return shipping. It applies to every order placed on iemvault.com and delivered inside Egypt.

The 14-day return window

You may return an item within 14 days of delivery for a refund, provided it is unused and still in its original sealed packaging. Sealed means the manufacturer’s box seal is intact and the earphones, cable, tips and accessories have not been opened, fitted or used.

For hygiene reasons we cannot accept in-ear monitors, eartips or any item that has been inserted in the ear, even briefly, once the seal is broken. This is the same rule every specialist audio retailer applies, and it is why we ask you to check fit and specifications before opening the box.

The 14 days start on the day the courier hands the parcel to you, as recorded by Aramex.

Items that arrive damaged or faulty

If a unit arrives dead on arrival, damaged in transit, or develops a driver fault, the 14-day window does not limit you — those cases are covered by the 30-day warranty on the IEM drivers, and by your rights under Egyptian consumer protection law.

In these cases IEM VAULT covers return shipping, and we replace the unit or refund it in full once we have checked it.

Change of mind

If you simply changed your mind and the item is still sealed, the return is accepted within the 14-day window, but you pay the return shipping. We can arrange the pickup with Aramex and deduct the return cost from the refund.

How to start a return

  • Message us on WhatsApp with your order number and a photo of the sealed box.
  • We confirm within one working day whether the return is accepted and quote the return shipping cost if it applies.
  • Pack the item in its original box, inside an outer carton, and hand it to the courier.
  • We inspect the unit when it reaches us.

How and when the refund is paid

Refunds are paid within 7 days of the returned item passing inspection, using the same channel you paid with:

  • InstaPay — to the InstaPay address you paid from.
  • Vodafone Cash — to the wallet number you paid from.
  • Bank transfer — to an Egyptian bank account in your name.
  • Cash on delivery orders — refunded by InstaPay, Vodafone Cash or bank transfer, since there is no card to reverse.

If you paid the shipping fee, it is refunded only when the return is due to a fault or a wrong item sent by us. For change-of-mind returns the original shipping fee is not refunded.

What we cannot refund

  • Items returned after the 14-day window, unless covered by the 30-day driver warranty.
  • Items whose seal has been broken, or that show signs of use, fitting or modification.
  • Eartips, filters and other hygiene items once opened.
  • Custom or special-order items, once the order has been placed with the supplier.

Cancelling before delivery

You can cancel any order before it is handed to the courier at no cost. Once it is in transit, the change-of-mind rules above apply.

Contact

All returns and refunds are handled on WhatsApp — that is where your order lives. Send your order number and we will take it from there.