Refund policy
30-Day Return Policy
Our no quibble, 30-day, money back guarantee policy is exactly that. If you do not like, or are not happy with, your purchase from The Hearing Experts you can return it to us for a full refund.
Product returns are valid for 30 days from the day you received the item. You, the customer is responsible for the return postage costs back to our centre.
To return your hearing aids or accessory, you must contact us via E-mail to obtain your ARC (Authorisation to Return Code) by stating the original invoice number and reason for return.
The original invoice number and ARC should be quoted on an accompanying letter when returning the item.
The Hearing Experts is not liable for items returned by you, the customer, until they have been received by our team. Therefore, when returning items for refund, we recommend that you obtain proof of postage, tracking and appropriate insurance from your chosen courier.
The Hearing Experts must receive your items due for return within 7 days of providing you with your ARC confirmation E-mail. Failure to return the items requested within the stated timeframe render the return void.
Refunds
All returns will be quality assessed prior to refunding.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. For any payment related queries please contact us.
The Hearing Experts are not liable for any fees paid by you, to a local audiologist for testing or programming services.
What are the product conditions that you allow for returns?
A refund will be issued only if the product is returned in a new and saleable condition, with all packaging and contents intact. We would not consider an item to be re-saleable if:
- The box or contents are dirty or damaged. Including opening of any sealed consumable items, listed within our consumable category.
- Personal data or phone numbers have been added.
- The original contents are damaged or missing.
- If an item is classed as consumable and is not in a sealed package (such as certain manufacturer domes and sports locks), it cannot be returned due to health and safety risk of re-sale to another customer.
What is the restocking fee?
There is a 3% restocking fee on all items.
Damages and issues with your order
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item. Our team will evaluate the issue and correct it. Please contact us at the earliest opportunity.
Late or Missing Refunds
If you haven’t received a refund after 7 days from receiving the return confirmation email from us, please contact us.
We also advise that you contact your credit card company; it may take some time before your refund is officially posted. Your refund is processed via the original payment method. Once the refund is initiated by us, it is handled by the payment provider chosen by you upon placing your order.
Exchanges
We only replace items if they are deemed defective. If you need to exchange it for the same item, send us an email at info@thehearingexperts.co.uk and once an exchange has been granted, we will provide you with instructions.
Change of shipping address
Yes, please contact us ASAP and if your order has not been dispatched, we will cancel your order. If has already dispatched, you can arrange a return with us when it arrives.
What else should I need to know about returning hearing aid products?
Please note we are unable to accept returns outside this 30-day period unless the item is deemed faulty, in which case, a replacement or repair of the faulty item will be offered under our Warranty Policy.
We use the following couriers for our delivery and returns: Evri, Royal Mail, DPD.
Note: the returns policy will not apply if a device has been modified or damaged, if the serial number has been altered, or if repairs have been made without the consent and knowledge of The Hearing Experts.
If one or both hearing devices or a charger are lost or damaged beyond normal use during the 30-day right to return period, the system cannot be returned for a refund, regardless of medical opinion. Refunds are issued only if all original components are returned within the 30-day period.
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, The Hearing Experts, 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, The Hearing Experts.
Contact Information
Company Name: The Hearing Experts
Tel: (+44) 01432 655105
E-mail: info@thehearingexperts.co.uk
Address: International House, 55 Longsmith street, Gloucester, Gloucestershire, GL1 2HT, United Kingdom.