Returns and Exchange 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. Please note, the cost of returning an order is the responsibility of the customer. We will not pay for returns delivery, nor do we offer a pre-paid returns label at this time.

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

Please see below for terms and conditions –

  • Items in their original packaging and in a re-sellable condition can be returned/exchanged within 30 days of purchase. If an item is returned with missing packaging and accessories, we have the right to refuse the refund. We can also deduct money from the refund of a flat rate of 10% of the total order value.
  • Exclusions – Opened Consumable products (Waxtraps, Domes, C&C Range, Maintenance products, Tubing products, Receivers, Masks etc.), SleepPhones headphones that have been worn and SleepPillows that have been used for hygiene reasons.

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 order and we also advise to return your order using a tracked shipping service. 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 in line 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.

If a product becomes faulty within the 30 day returns policy window, Hearing Aid Accessories will reimburse your returns shipping cost in full, providing proof of postage and a receipt of payment is provided. This is applicable to UK orders only.

Faulty Hearing Aid Receiver Wires

No manufacturer offers any warranty on receiver wires due to the consumable nature of the product. Neither the manufacturers or us as the retailer can guarantee how the item is used, and what day-to-day wear and tear it is subject to. Because of this, receiver wires are not covered under the 30-day guarantee.

DOA (Dead on Arrival) Hearing Aid Receiver Wires

Although we do not cover receiver wires under our 30-day faulty guarantee, we do understand that in some rare instances, the receiver wires may not be working upon arrival. If this happens, you must contact us within 5 days of receiving the receiver to notify us of the issue, and we will send a replacement unit out to you. We understand that some of our customers order more than one at a time to ensure a spare is always available; if this applies to you and you order more than one receiver wire at a time, we would kindly ask that upon receiving the receiver wires, you test all of them at the time of delivery to ensure they are in full working order and then safely store the spares to avoid any disappointment, as we will not refund faulty receiver wires outside of the 5 day DOA guarantee.

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.

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.

We will not refund the cost of your original postage charge when a product is no longer required.

Returns cost are to be the responsibility of the buyer.

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

Phonak Roger iN Returns

Phonak Roger iN devices, such as but not limited to, Roger On iN, Roger Select iN, Roger Table Mic iN, all require the integral receiver/license to be installed within the hearing aid(s). If you purchase a Roger iN device and within the 30-day returns policy you are not happy with the product, to be eligible for a refund you MUST visit an audiologist and have them unpair the Roger iN device from your hearing aid before you return the product. All iN devices are tested upon receipt – if we receive a Roger iN device that has NOT had the receivers uninstalled from your hearing aid, and reinstalled back into the device, we will send the item back to you to get this action done, as we have no way of doing this and must be done by an audiologist. Only once this has been done will we refund your purchase.

If you first initiated your refund within the 30-day returns policy, we will happily extend the returns timeframe (within reason, and must be agreed to by us, HearingAidAccessories, before going ahead with any returns timeframe extensions) to facilitate this to make it convenient for you.

We are not responsible for any costs this may incur from your audiologist – if your audiologist charges you, you are responsible for paying this fee, and you will not be reimbursed by us (HearingAidAccessories).

Exchanging a Product

If you wish to exchange a product, the exceptions are the same as a normal return. We will not exchange any opened consumable goods, such as receiver wires, domes, wax traps etc. due to hygiene reasons and due to the product no longer being in a sellable condition.
 
All exchanges must be made within our 30-day returns period. Even if your item is unopened and unused, we cannot process an exchange if it is sent back after 30 days return period. To request an exchange, please complete the returns form above and fill in the exchange section clearly, including the reason for exchange.
 
Important: What you can exchange
We only accept exchanges for the same product, allowing changes to:
  • size
  • colour
  • style
  • variations of the same item
(as long as they are priced the same).
We do NOT offer exchanges for different products or for items of a higher or lower value.

Shipping for exchanged items: All exchange orders must be re-shipped. You will need to pay the shipping cost for the replacement item unless your order qualifies for free shipping at that time. A payment link will be emailed to you, and it must be paid before your new item is dispatched.