Return Policy

We offer a 30-day return policy; all return requests must be notified to our team within 30 days of the delivery date.

Please do not send any product back before contacting our team and receiving written return authorisation. Our returns address is provided only after a return request has been reviewed and approved.

You must not send an item back without prior authorisation, as it may result in the return being refused or delayed.

How to request a return?

To initiate a return, please email [email protected] or contact us through our contact page. Your return request must include:

  • Full name
  • Order number
  • Product(s) name
  • Reason for requesting a return
  • Confirmation whether the product has been opened, fitted or used
  • Clear photographs of the product and original packaging
  • Photographs or video of any reported damage or fault
  • Completed Returns Form

Download the Returns Form here: Return Form

Only when you attach the completed form and supporting images to our email will our team be able to review the information and confirm whether your return request has been approved.
Note: Submitting a return request does not mean the return has been accepted.

Approved returns

Once your return has been approved, only then will our team provide:

  • Return address
  • Return instructions
  • Any relevant reference details (if any)

Please DO NOT USE the address from a previous order, invoice, parcel, online listing or earlier return.

Make sure you provide all necessary information about your return product; you can either place your return forms inside the returned parcel to help us identify your order and process the return correctly. The approved items should be returned within 14 days of receiving return confirmation from us. Return approval will expire if the parcel is not sent within this period.

Conditions of returns

Items must be returned unused, complete, in their original packaging and in a condition suitable for resale. We reserve the right to refuse a return or refund of any item if:

  • Used, worn, fitted or altered
  • Damaged, marked, dirty or incomplete
  • Shows signs of misuse, mishandling or incorrect use
  • Missing parts, accessories, manuals or inserts
  • Has had a hygiene seal or protective seal removed
  • No longer suitable for resale

If the conditions are not fulfilled, then we may refuse, and no refund will be issued.

Customers are responsible for return postage costs. We recommend using a tracked service, retaining proof of postage and packaging items securely; we do not hold responsibility for any packages lost or damaged in transit.

Refunds

All returned items are inspected before your refund is approved.

Approved refunds will be issued to the original payment methods. Please allow up to 15 business days after the return has been received and processed for the funds to reflect in your account. Banks or payment provider processing times may vary.

Hygiene and non-returnable items

For hygiene and product-safety reasons, certain products cannot be returned once their packaging or protective seal has been opened. These include, but are not limited to:

  • Wax traps, domes, receiver wires and masks
  • C&C range products
  • Cleaning and maintenance products
  • Other consumable or hygiene-sensitive products

If the product is custom-made or personalised, including CENS hearing protection, they are also non-returnable.

Make sure you read and check the product description and compatibility information carefully before opening the package. Opened consumable or hygiene-sensitive products cannot be returned because they are unwanted, unsuitable or incompatible.

Compatibility

We strongly recommend checking compatibility before placing an order.

Hearing aid accessories often differ by manufacturer, hearing aid model, fitting size, power level, and connection type. A product which appears similar may not be compatible with your hearing aid.

If you open an incompatible consumable or hygiene-sensitive product, then it becomes ineligible for return.

Faulty items

If you believe the product, you received is faulty, please contact us within 30 days of delivery and follow the steps under “How to request a return”.

Where appropriate, the item may be inspected, repaired, or replaced by the manufacturer.

After 30 days, claims will be handled under the relevant manufacturer’s warranty terms. Manufacturer warranties do not normally cover accidental damage, misuse, moisture damage, incorrect fitting or normal wear and tear.

Receiver wires

Receiver wires are consumable items and are not covered under manufacturer warranties for normal wear and tear. If there is damage caused by moisture, earwax, incorrect fitting, pulling, twisting, or mishandling is also not covered.

Damaged or misused items

We do not accept returns, refunds or warranty claims for damage caused by:

  • Misuse or mishandling
  • Accidental damage
  • Incorrect fitting or connection
  • Pulling, bending, or twisting
  • Moisture or liquid exposure
  • Unsuitable cleaning methods
  • Failure to follow instructions
  • Normal wear and tear

If inspection confirms customer damage rather than a manufacturer fault, then the return could be refused. Also, additional postage charges may apply if the product needs to be sent back to you.

Unwanted, unsuitable or incompatible items

These may be returned under our 30-day return policy where they meet the conditions set out under “Conditions of returns”.

The original delivery charges are non-refundable, and unwanted returns cannot be accepted after 30-days.

Repairs

When we arrange a repair, the items may need to be sent to our US warehouse before being sent to the manufacturer.

Repair times may depend on the product, fault, manufacturer and availability of the parts; our team will provide instructions and updates where available.

Backorders

The payment is taken when an order is placed; backordered products will be dispatched when stock becomes available. When we have significant delays, you may continue to wait or cancel the affected item for a refund. If the product is discontinued or cannot be supplied, we will initiate a full refund.

Delivery estimate/delays

This is provided as guidance and may be affected by courier disruption, weather strikes, customs processing, public holidays or other such circumstances which is outside of our control.

Public Holidays

Customer service and administrative support may be limited during public holidays and scheduled closures. You can still place your orders during this time, and they will be processed and dispatched once normal operations resume.