Exchange, Returns and Delivery Policy

• We are happy to offer a 30 day Return & Exchange Policy. Please contact us on [email protected] or call us on 01455 245749 with your reason for the return/exchange. Alternatively, you can download our Returns & Exchange form which includes our pre-paid returns label (UK only).

To help our team identify your order details and process your return effectively please ensure this form >> Returns & Exchange Form – Hearing Aid Accessories << is completed and included into your returned parcel.

Please see below for terms and conditions –

• All items in their original packaging and in a re-sellable condition can be returned/exchanged within 30 days of purchase.
• Exclusions – Opened Consumable products (Waxtraps, Domes, C&C Range, Maintenance products, Tubing products, Receivers, Masks etc.) for hygiene reasons
• Returns postage cost within the UK – When returning items to our warehouse within the UK we are able to provide a free post Royal Mail returns label via email. Original postage costs are not included in the refund of the purchase.
• Returns postage cost Internationally – Please note as we’re a UK company we do not have access to provide international returns labels and you are required to pay for returns postage of an international order. Your refund however will include your original postage costs you paid at time of order order if the item has become faulty under the warranty or damaged in transit. (Please see below for our faulty product return policy)

Certain items are non-returnable for hygiene reasons. This includes custom products such as CENS, and hearing protection products.

We advise to check whether the product you’re purchasing is compatible with your hearing aid device/devices that you wish to use them with before concluding the purchase. Once a consumable product is opened this renders it non-returnable for health and hygiene purposes.

Please note all refunds may require up to 5 working days to appear in your account after the product has been successfully received at our warehouse. 

We advise to obtain all proof of postage from the post office when returning an item. Unfortunately we are unable to hold responsibility for items lost or damaged in transit when sending them back to us.

Reasons for Returns/Exchange :

Faulty Product

In the case that your product has a manufacturing fault, and is under warranty, within 30 days of your purchase you are able to return or exchange this item. An alternative service for faulty items is the free check-in service which includes sending the item back to the manufacturer and either repairing or replacing following the results of an investigation into the fault.

After the 30 day return/exchange period we will be required to contact the manufacturer on your behalf in order to have your device serviced along with the terms and conditions of the manufacturers warranty.

Please refer to your user guide on the individual manufacturers warranty and all terms and conditions associated.

In the cases where the product is faulty Hearing Aid Accessories will be able to fully pay for the postage costs, on UK orders only. A returns prepaid label will be provided via email.

Repairs

If Hearing Aid Accessories is arranging a repair of your item which is within your manufacturer warranty we will require the item back in our warehouse so that we may pass it on to the manufacturer. We’re also able to provide you with a UK pre-paid returns label.

Damaged Product

Please take care when opening/using all products as we are not able to return or exchange items if they have been damaged by user mishandling/misuse.

If you’re unsure on how to use your items/products you can contact our experts for advice either through phone or via email. [email protected], 01455 245749

Product No Longer Required

If you change your mind or find that your product is not compatible/suitable for you we are able to offer our 30 day return/exchange policy, providing the item(s) are in an unused and re-sellable condition, and in all the original packaging.

In the cases where the product is no longer required/unwanted please see below returns postage costs.

• Returns postage cost within the UK – When returning items to our warehouse within the UK we are able to provide a free post Royal Mail returns label via email. Original postage costs are not included in the refund of the purchase.
• Returns postage cost Internationally – Please note you are required to pay for returns postage of an international order as we are unable to generate a International returns label. Your refund will include your original postage costs you paid in your order. (Please see above for our faulty product return policy)

After 30 days we are unfortunately unable to accept unwanted returned/exchange products.

Delivery/Shipping:

UK Standard Delivery (Royal Mail 2nd Class)

All deliveries in the UK are made using Royal Mail. We aim to dispatch the same working day for orders made before 2pm. Standard delivery is available for £2.59 and expected to take approximately 2 – 3 working days.

First Class Delivery

First-class delivery is available for £4.59 (including VAT) and we aim to dispatch the same working day for orders made before 2pm and expected to take approximately 1 – 2 working days. All orders will require your signature, which is provided upon request and after proof of identity is confirmed. Orders over £50 in total are delivered in the UK for free.

International Delivery

All deliveries outside of the UK are categorised as “international” deliveries. Our international deliveries will be sent using DPD services and as such is subject to delivery rules and restrictions in the receiving country. Delivery times can vary between 5 – 15 days. Additional recipient custom clearance charges are subject and applicable dependant on your country of origin. 

For more information regarding international warranties please contact our team and we can collect the information from the manufacturer. Alternatively please seek the warranty information within your item user guide.

Customs Charges on International Order:

Website Orders – When ordering from Hearing Aid Accessories via our website please be aware deliveries within the EU are subject to additional customs charges in line with the UK Brexit during January 2021. It is the responsibility of the buyer to pay these fees, we advise to check with your destination country postal service on the applied chargers before placing your order. 

Amazon Orders – When ordering from Hearing Aid Accessories via our Amazon stores please see below the Amazon customs duty policy.

The recipient of an international shipment may be subject to import duties and taxes, which are levied once a shipment reaches your country. As a rule, additional charges for customs clearance must be borne by the recipient . For goods sold and shipped to Switzerland and Liechtenstein by Amazon itself as well as items that you buy from merchants using Fulfillment by Amazon (“FBA”) , Amazon will calculate and charge the Customs, Duties and Taxes during the order process, and relieve you from the customs formalities.

Some of our products are available on backorder if the item is not in stock. This requires payment for the product and will be dispatched when the item becomes available. If for any reason a backorder product is discontinued and you have made backorder purchase with us, we can either provide in-store credit on your account or a refund (subject to terms and conditions).

Coronavirus update

Hearing Aid Accessories is determined to fulfil all orders sent to us on time, however we recognise there are times when your product may be delayed. The COVID-19 outbreak is one such example and is currently affecting some manufacturer delivery times and Royal Mail. If ordering international shipping, a tracking number will be provided, and we will endeavour to update customers on delays.

If you experience a delay and have opted for second class delivery, please contact our staff by either email or by telephone about your order and provide identification such as a order number or full name. We can then enquire with Royal Mail about your order on your behalf.

General

Delivery estimates are subject to any product conditions and Royal Mail operating procedures such as (but not limited to) strikes, weather and natural disasters.

Bank Holidays

Hearing Aid Accessories is closed for all major UK holidays however you may still order your products during this period and we will endeavor to have them shipped to you the following day after a bank holiday.

Free Delivery Codes