Returns and Exchange Policy

Returns & Exchange Policy

We are pleased to offer a 30-day returns and exchange policy.

To request a return or exchange, please contact us at [email protected] with your reason for return or exchange. Please also complete our Returns & Exchange Form and include it inside your returned parcel.

Please note that return postage costs are the responsibility of the customer. We do not provide prepaid returns labels.

Returns Address

All returned items should be sent to:

Hearing Aid Accessories
6 New Buildings
Hinckley
LE10 1HW
United Kingdom

To ensure your return is processed efficiently, please include a completed Returns & Exchange Form inside your parcel.

Condition of Returns

Items must be returned within 30 days of the purchase date in their original packaging and in a re-saleable condition.

All items must include original packaging, accessories, and components supplied at the time of purchase. We cannot accept returns where packaging is missing, damaged, defaced, or not in a re-saleable condition.

If an item is returned in an unsuitable condition, we reserve the right to refuse the return. In such cases, the customer will be responsible for return postage if they wish the item to be sent back to them.

Refund Processing Time

Once received and processed, refunds may take up to 5 working days to appear in your account.

We recommend using a tracked delivery service when returning items, as we cannot accept responsibility for items lost or damaged in transit.

Proof of postage should always be retained.

Hygiene & Non-Returnable Items

For hygiene reasons, the following items cannot be returned if opened or used:

  • Wax traps
  • Domes
  • Receivers
  • Tubing
  • Cleaning and maintenance products
  • Masks
  • SleepPhones (if worn)
  • SleepPillows (if used)
  • Custom products such as CENS hearing protection

Once opened, consumable products are not eligible for return.

We strongly recommend checking compatibility with your hearing aid before purchase.

Faulty Products

If your product develops a manufacturing fault and is within the 30-day return period and warranty terms, you may return or exchange the item.

We may offer a manufacturer inspection, repair, or replacement depending on the fault assessment.

After 30 days, all warranty claims will be handled directly with the manufacturer in line with their warranty terms.

If a product is confirmed faulty within the 30-day period, we will reimburse UK return postage costs upon receipt of valid proof of postage.

Receiver Wires

Receiver wires are classified as consumable items and are not covered under manufacturer warranties due to normal wear and tear.

Dead on Arrival (DOA) Receiver Wires

Although receiver wires are not covered under warranty, if they are faulty on arrival, you must notify us within 5 days of delivery.

We will arrange a replacement where applicable.

If multiple receivers are purchased, we recommend testing all items upon receipt to ensure they are functioning correctly.

Claims made outside the 5-day DOA period cannot be accepted.

Repairs

If we are arranging a repair under warranty, the item must be returned to our warehouse so it can be forwarded to the manufacturer.

Damaged Items

We are unable to accept returns or exchanges for items damaged through misuse, mishandling, or improper use.

If you are unsure how to use your product, please contact our support team for assistance.

Unwanted or Incompatible Items

If you change your mind or find the product unsuitable, you may return it within 30 days, provided it is unused, in original packaging, and in a re-saleable condition.

Original postage costs are non-refundable.

After 30 days, we are unable to accept returns for unwanted items.

Exchanges

Exchanges are subject to the same conditions as returns. We cannot exchange opened consumable products such as receivers, domes, or wax traps due to hygiene reasons.

All exchanges must be requested and returned within the 30-day return period.

We only offer exchanges for the same product, including changes to:

  • Size
  • Colour
  • Style
  • Variations of the same item (where pricing is equal)

We do not offer exchanges for different products or items of higher or lower value.

Exchange Shipping Costs

All exchange items must be re-shipped. Shipping costs for replacement items are the responsibility of the customer unless free shipping applies at the time of dispatch.

A payment link will be sent and must be paid before the replacement item is dispatched.