1. Custom production
These terms and conditions apply to orders of custom Reinard Sound ear tips. Reinard Sound is the trade name used by the retailer to manufacture and sell custom ear tips. Reinard Sound is not a separate legal entity. By submitting an application and subsequently paying for an order confirmed by Reinard Sound, the client confirms that he has read these terms and conditions and accepts them.
Full-Shell Custom Eartips Reinard Sound are custom made ear tips.
Each pair is designed for a specific client based on a provided 3D model of their ear mold and a specific matched earphone model (IEM).
The geometry of the product is individual and is not a standard serial product.
The client is responsible for the correctness of the information provided, including the correct indication of the headphone model.
2. Ear impressions and their 3D models
To manufacture the custom eartips, the customer provides a suitable digital 3D ear impression model.
An audiologist takes physical ear impressions. The audiologist or another specialist then scans the impressions with a dedicated 3D scanner, and the customer sends the resulting digital 3D ear impression models to Reinard Sound.
The requirements are available in the impression-taking guides. The customer should give the appropriate guide to the audiologist before the procedure.
If local audiologists cannot scan the impressions, the customer may send the physical impressions to Reinard Sound by prior arrangement. The shipping address and method will be provided individually.
The customer pays the cost of sending physical ear impressions or an earphone to Reinard Sound. Reinard Sound does not charge an additional fee for scanning physical impressions sent to it or for scanning, measuring or otherwise processing an earphone as required to fulfil the order. Physical impressions and earphones supplied by the customer are returned with the finished product; the terms of delivery of the finished order are set out in section 5.
Before manufacture, Reinard Sound may inspect the supplied model and request a new impression, a new scan of the impression or a new 3D ear impression model if the data is incomplete, visibly defective or otherwise unsuitable.
Fit depends partly on the quality of the physical impression and the accuracy of its 3D model. Reinard Sound is not responsible for fit problems directly caused by an inaccurate or incomplete impression or an unsuitable 3D ear impression model. This limitation does not apply where the problem results from Reinard Sound’s design or manufacturing error.
3. Customer earphone
Individual tips are designed for a specific headphone model.
If a matching headphone model is already available in the Reinard Sound digital library, providing a physical headphone is generally not required.
If the required model is not in the digital library, Reinard Sound may request the customer's physical earphone for 3D scanning, measurement and compatibility testing. This usually takes about one business day.
Within Harjumaa, collection and return of the earphone may be arranged by prior agreement, normally within approximately one working day. If the customer is outside Harjumaa or in another country, the earphone may be sent to Reinard Sound by prior agreement. It will be returned to the customer together with the finished custom eartips. The parties may also agree by email on another method of handover and return.
The supplied headset remains the property of the customer and is used solely for purposes related to the fulfillment of the order, including scanning, measuring and compatibility testing.
Reinard Sound will treat the transferred earphone with reasonable care. The earphone is not disassembled and is not subject to irreversible changes without the prior consent of the client.
If necessary, existing damage, scratches or other features of the condition of the headphone can be recorded upon receipt.
4. Placement, confirmation and payment of the order
Submission of an order via the website, email or other means does not in itself constitute acceptance of an order by Reinard Sound and does not obligate Reinard Sound to proceed with the manufacture of the product.
After receiving the application, Reinard Sound checks the information provided and, if necessary, clarifies with the client the data necessary for the manufacture of the product.
Before creating the order, Reinard Sound confirms compatibility with the specified IEM model. If the model is not in the digital library, the parties first agree by email how the earphone will be provided for scanning, measurement and compatibility checks in accordance with section 3.
After compatibility is confirmed and the parameters are agreed, Reinard Sound creates the order and sends an order confirmation to the client.
The order confirmation specifies the agreed product parameters, the total order price, applicable delivery terms, as well as payment details and instructions.
Before payment, the client has the right to cancel the order without any costs.
Payment is made by bank transfer using the details provided by Reinard Sound along with the order confirmation.
An order is considered finally confirmed upon receipt of the agreed full payment by Reinard Sound.
After payment, the client provides the impressions using the method selected in the request: emailing the digital 3D ear impression models to r.meritee@reinardsound.ee with the order number in the subject line, or mailing the physical impressions to the address provided individually by Reinard Sound. Physical impressions will be returned to the client together with the finished product.
Reinard Sound begins design and manufacture after receiving payment and all required data and materials.
Additional paid work or expenses not included in the confirmed order are not carried out without prior agreement with the client.
5. Production time and delivery
The usual production time for individual attachments is up to 5 working days.
The production period begins to count after:
- Reinard Sound order confirmation;
- receiving full payment;
- obtaining all necessary data and materials, including a suitable 3D model of the ear cast;
- gaining access to a physical earphone if it is necessary to complete a specific order.
Due to the individual nature of the product, the production time may be extended in some cases, for example if additional verification of the 3D model of the impressions, a new scan, provision of a physical earpiece, additional compatibility testing or re-production of the product is required.
If it becomes known that production will take longer than usual, Reinard Sound will notify the customer and provide an updated estimate of the order's turnaround time.
The finished product is handed over or sent to the client in the agreed manner.
Standard delivery of a finished order to a parcel machine in Estonia is currently free of charge, unless the parties have agreed on a different delivery method.
Delivery is also available to Latvia, Lithuania and Finland. The cost and method of such delivery are calculated after receipt of the application, taking into account the country and destination address, and are indicated to the client in the order confirmation before payment.
The client is responsible for the correctness of the provided contact details and information necessary for delivery.
6. Order cancellation and right of refusal
The customer can cancel the order before payment without any costs.
Once Reinard Sound receives payment, the order is considered finally confirmed and the custom design and manufacturing process begins.
After payment, the customer can contact Reinard Sound to request cancellation of the order. The possibility of stopping the order and the amount of the refunded amount are determined taking into account the stage of the order and the actual expenses incurred by Reinard Sound directly related to this order.
If, at the time of receipt of the request, the order can still be stopped, Reinard Sound will refund the customer the amount paid less actual and reasonable costs incurred incurred in connection with the processing and fulfillment of the specific order up to the time of cancellation.
If the custom product has already been manufactured or the order has reached a stage where the actual costs incurred amount to the full cost of the order, no refund may be issued.
Upon customer request, Reinard Sound will provide a reasonable explanation for calculating the refund amount.
Reinard Sound products are custom made for a specific customer based on their 3D ear mold and specific earphone model. Therefore, the standard 14-day right to cancel a distance contract without cause does not apply to such products in the cases provided for by law for products manufactured to consumer specifications or clearly personalized.
The ability to request cancellation after payment provided in this section is an additional option voluntarily provided by Reinard Sound and does not constitute the standard 14-day right of cancellation.
The provisions of this section do not limit the client’s mandatory rights in the event of a product’s non-compliance with the terms of the contract or in other cases where an appropriate remedy is provided for by law.
7. Landing, defects and complaints
Custom ear tips are made based on a 3D model of the ear impression provided by the client and an agreed-upon model of the earpiece.
The actual fit of the product may be influenced by the quality of the original scan, the position of the ear during the scan, the condition of the soft tissue, the position of the jaw, individual anatomy, changes in anatomy after the scan, and other factors not directly related to the manufacturing process.
If the customer discovers a significant problem with the fit, compatibility or quality of the product, the customer should stop making any modifications to the product and contact Reinard Sound.
To assess the cause of the problem, Reinard Sound may request reasonably necessary information, such as a description of the problem, photographs, provision of a product, earphone or a new 3D model of an ear impression.
If the product has a manufacturing defect or otherwise does not conform to the agreed order conditions for reasons for which Reinard Sound is responsible, the problem will be corrected in accordance with applicable law.
Depending on the nature of the problem, Reinard Sound may offer free product adjustments or remanufacture of the appropriate attachment or product.
A refund is not an automatic method of resolving a claim if a deficiency is discovered.
If the defect can be adequately corrected by adjustment or remanufacturing, Reinard Sound may propose an appropriate remedy taking into account the nature of the defect and the requirements of applicable law.
Correction or re-production in the event of a confirmed non-conformity, for which Reinard Sound is responsible, will be carried out at no additional cost to the customer and within a reasonable time.
Price reductions, refunds, termination or other remedies are available where there are grounds for doing so under applicable law, including when proper remediation is not possible or has not been carried out properly.
If the problem is directly caused by an inaccurate, incomplete or unsuitable original 3D model, a change in the client's anatomy, or another cause for which Reinard Sound is not responsible, a new scan or a paid re-production of the product may be required to resolve the problem. Possible expenses in this case are agreed upon with the client in advance.
This section does not limit the mandatory consumer rights provided by law.
8. Damage, loss and remanufacturing
Custom ear tips are intended for normal use with the headphone model for which they were manufactured.
Reinard Sound is not responsible for damage or deterioration of the product after delivery to the customer if it occurs due to:
- mechanical damage;
- misuse;
- independent changes to the product;
- cutting, drilling, grinding or other geometry changes;
- exposure to inappropriate chemicals;
- exposure to excessive temperature;
- use with another headphone model;
- actions of the client or third parties.
If one nozzle is damaged or lost by the customer, Reinard Sound offers the option of re-manufacturing one nozzle based on an existing digital model.
The cost of remanufacturing one eartip is €40.
The ability to re-fabricate without a new scan is dependent on the availability and suitability of the stored digital model and the absence of significant changes to the client's anatomy.
Ear geometry can change over time. Therefore, even when a stored 3D ear impression model is available, a custom-fit product may require new impressions and remanufacturing after 2–3 years.
The cost and delivery conditions for paid re-production are agreed upon when placing such an order.
The €40 remanufacturing charge does not apply where the need for replacement is due to a proven manufacturing defect or other non-conformity for which Reinard Sound is responsible.
9. Appearance and color
Custom attachments are manufactured and processed individually and slight visual differences may exist between individual products and between left and right attachments.
Actual product shade may vary slightly from screen image due to display settings, lighting, material thickness and specific batch conditions.
Minor cosmetic differences that do not affect the fit, functionality, safety or agreed performance characteristics of the product do not in themselves constitute a defect.
10. Using the product
Custom ear tips are designed for use with the headphone model for which they were manufactured.
It is not recommended to cut, drill, grind, heat or otherwise change the geometry of the product yourself.
If persistent pain, irritation, or unusual discomfort occurs, use the product should be discontinued.
Reinard Sound does not provide medical services. The information provided by Reinard Sound on the website, in correspondence or in connection with an order does not constitute medical advice.
11. Personal data and 3D models of casts
In connection with the processing of the application and fulfillment of the order, Reinard Sound may process the customer's personal data, including name, contact details, order and earphone information, delivery information and provided 3D models of ear impressions.
This data is used to the extent necessary to process the order, design and manufacture the custom product, fulfill the order, arrange delivery, resolve fit and quality issues, as well as subsequent service and possible remanufacturing.
Detailed information about the purposes, legal bases, retention periods and other conditions for processing personal data is contained in the Reinard Sound Privacy Policy.
12. Appeals and claims
For questions related to the order, product quality or other complaints, the customer can contact Reinard Sound by email.
For faster processing of your request, it is recommended that you include the customer's name, the relevant order, a description of the problem and, if necessary to evaluate the problem, attach photographs.
If necessary, Reinard Sound may request additional information or the product for inspection.
Reinard Sound responds to a written consumer complaint within the period established by law, no later than 15 days.
If the dispute cannot be resolved directly between the client and Reinard Sound, the consumer has the right to use the methods of dispute resolution provided for by law, including contacting the competent body for resolving consumer disputes or going to court.
13. Seller details
Reinard Sound
Reinard Sound is a trading name of the seller and is not a separate legal entity.
Seller: Roman Meritee Email: r.meritee@reinardsound.ee Phone: +372 5596 0061 Place of operation: Tallinn, Estonia
Payment for orders is made by bank transfer using the payment details provided to the client after confirmation of the order by Reinard Sound.
The laws of Estonia apply to these terms and conditions and the relationship between Reinard Sound and the client.
Nothing in these terms and conditions limits any mandatory consumer rights that cannot be excluded or limited by agreement between the parties.