Exchange, Returns and Delivery Policy:

We offer a 30 day Return & Exchange Policy. All return requests must be declared to our team within 30 days of delivery date. Please send any returned items to our US returns address:

Hearing Accessories
4283 Express Lane
Suite 7954-122
Sarasota
Florida
USA
34249

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 ensure you contact us on [email protected] or visit our contact page with your reason for the return or exchange. Please see below for terms and conditions:

• All items in their original packaging and in a re-sellable condition can be returned or exchanged within 30 days of delivery date. 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.) for hygiene reasons
• Returns postage cost is the responsibility of the buyer.

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 15 working days to appear in your account after the product has been successfully received at our headquarters. 

We advise the buyer to obtain all proof of postage from the postal service when returning an item.

Unfortunately, we are unable to hold responsibility for items lost or damaged in transit.

Reasons for Returns/Exchange:

Faulty Products

In the case that your product has a manufacturing fault, is under warranty and still within 30 days of your delivery date, you may return or exchange this item.

An alternative service for faulty items is the 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 or exchange period, we will be required to directly contact the manufacturer in order for your device to be serviced along with the terms and conditions of the manufacturer’s warranty.

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

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 Accessory is arranging a repair on your behalf, we will require the item to be sent to our US warehouse for us to send on to the manufacturer.

Damaged Products

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 product, you can contact our experts for advice either through phone or via email.

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 items are in a unused and re-sellable conditioning in their original packaging.

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

• Returns postage cost to our US address –  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, HearingAidAccessory, 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 (HearingAidAccessory).

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:

Please note, our delivery timeframes are only a guide based off the information given to us by our courier, and are not guaranteed. If you have not received your order within the allotted timeframe, please get in touch with a member of our team by sending an email to [email protected], and we will look into this for you. We are not obliged to issue an instant refund should your order not arrive within the timeframe.

Express Tracked

Express Tracked is available for $14.99 for orders under $299 and expected to take approximately 3-6 working days. Please note, this timeframe is NOT  a guarantee, and is simply the expected delivery timeframe we are given by the courier.

We will provide you with a Royal Mail tracking number, this tracking code is sent via email upon the dispatch of your order.

Standard Untracked

Our Standard Tracked service is available for $4.99 and is expected to take 7-10 working days. Please note, this timeframe is NOT  a guarantee, and is simply the expected delivery timeframe we are given by the courier.

International Shipping

Our International shipping service is $14.99, 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 Accessory 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 Accessory is determined to fulfil all orders sent to us on time, however we recognize 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 endeavor to update customers on delays.

General:

Delivery estimates are subject to any product conditions and DPD 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.

Product Power Supplies:

Hearing Aid Accessory include a complimentary power adapter suitable for your region. Please ensure you check regional power supply voltage prior to use. (Power adapter subject to stock availability)Royal