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. 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.

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.

You must also exchange your product within the 30-day returns policy. Even if you have an unopened, unused product, we will not accept your exchange should you send the product back to us after the 30-day returns period.

You will need to fill out the above returns form and adequately fill out the exchange section, explaining the reason for exchange and what you wish to exchange the product for.

If you wish to exchange for a higher value item, you will need to pay the difference via a payment link before your new order is dispatched. Your payment link will be sent via email.

If you wish to exchange your item for another item of less value, you will be refunded the difference.

If you wish to exchange your item for another item of the same value, it will be a simple swap.

Because your exchange will need to be shipped again, you must pay for the shipping of your new order, unless your order is over the free shipping threshold that we may or may not have in place at the time. You will be sent a payment link via email and this must be paid before we dispatch your new order.

Delivery/Shipping:

UK Standard Delivery (Royal Mail Tracked 48)

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 £2.99 and expected to take approximately 2 – 3 working days. Orders with a value of £35 or more qualify for FREE UK Standard Delivery, not the Express option. This must be selected at time of checkout. Shipping cost is excluded from this and it must be the product value that is above £35, not the total checkout amount.

UK Express Delivery (Royal Mail Tracked 24)

Express delivery is available for £4.99 (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.

UK Next Working Day Delivery By 1PM

This service is Royal Mail’s ‘Special Delivery Guaranteed By 1PM’ service. Orders must be placed before 2PM Monday-Friday to be eligible for next day delivery, otherwise the parcel will be shipped the following working day. If your order is placed after the dispatch cut off times, we are not liable for this. Because of this, we will not be able to refund you for this service once the item has been dispatched. If the item has not yet been dispatched, please get in touch. This service does not run during Bank Holidays. If you place an order using this service on/during a Bank Holiday, your item will not be dispatched until the following working day.

£1.49 Shipping On Consumable Items

There are only certain products that we stock which are eligible for £1.49 shipping. Please note, these items are within this category due to their size, weight and due to the items being consumable items. Each item which falls into the category eligible for £1.49 shipping is shown on the product itself on all product pages. Please look for a ‘£1.49 Shipping’ emblem on the item, these are the only products that this applies to.

If you add another product into the basket which does not fall into the £1.49 shipping category, along with an item eligible for the £1.49 shipping, you will no longer be able to claim your £1.49 shipping. £1.49 shipping applies only to the items that are marked with ‘£1.49 shipping’, and once another non-eligible product is added into the basket, you will only be provided with either the ‘Standard Tracked’ shipping option for £2.99 or the ‘Express Tracked’ shipping option for £4.99.

International Shipping

Our International shipping service is £19.99, and usually takes between 5-15 working days to reach your destination. We attempt to deliver to as many places as possible. Please note, some shipping destinations can take much longer to arrive, dependent on location. Some locations can take up to 8 working weeks to arrive.

Our shipping is subject to delivery rules and restrictions in the receiving country. Hearing Aid Accessories claim no responsibility if the package is transferred to a local delivery service due to the refusal of the delivery by the recipient.

Customs Duties & VAT Charges

Website Orders – When ordering from Hearing Aid Accessory via our website please be aware deliveries may be subject to additional customs charges in line with the importation laws within your destination country and/or state. 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. 

Backorders

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 endeavour to have them shipped to you the following day after a bank holiday.