RETURN POLICY

This Return Policy is governed by UK laws, including the Consumer Rights Act 2015 and the UK General Data Protection Regulation (UK GDPR).

WARRANTY AND RETURNS

Every purchase includes a free warranty and a 30-day trial period.

If you are not satisfied with your order for any reason, please contact us. At Hear Smart, we strive to ensure that our customers are 100% satisfied with the products they purchase from our suppliers.

If you experience any issues with the shipping or the product, please reach out to us and our team will assist you immediately.

To initiate a return, please send us an email.

If eligible, you must return your order before your refund is processed. Our customer service team will provide the return address.

Once the order is successfully returned, as confirmed by tracking information, we will process your return.

ELIGIBILITY FOR REPLACEMENT

Customers qualify for a free replacement in the following cases:

- The order is lost or damaged during shipping.

- The hearing aids have a manufacturing defect and/or are damaged from regular use (e.g., they no longer charge or function properly).

- The customer ordered the wrong product and is eligible for a free replacement.

In any of these cases, once a replacement device has been shipped, the customer is no longer eligible for a refund.

ELIGIBILITY FOR REFUND

While we aim to provide an outstanding shopping experience, we reserve the right to decline refunds for the following reasons:

- Customers who state "I am no longer interested," "I am not ready for hearing aids," "I no longer need them," or any other reasons unrelated to product performance are not eligible for a refund.

- Orders that include non-refundable items are not eligible for a refund.

- Customers experiencing issues covered under the "Eligibility for Replacement" policy will receive a free replacement, making them ineligible for a refund.

To receive a refund for an eligible order, a valid reason for the return must be provided. Without a legitimate reason, the refund request may be declined.

CANCELLATIONS

Orders can be cancelled within 24 hours of purchase. After this period, we are unable to cancel the order. Customers must wait for their package to arrive and then proceed with the return process.

RETURN PERIOD

Products can be returned within 30 days of receiving the order. Items may be returned even if used. No restocking fee is applied.

REFUND PROCESSING TIME

A full refund will be issued to the original payment method once we receive, inspect, and confirm that the returned product is in acceptable condition.

Customers must provide tracking information for the return. Most financial institutions take 3-5 business days to process refunds.

NON-RETURNABLE CONDITIONS

Products cannot be returned if:

- The customer has repaired or modified the product or had a third party do so.

- The product has been subjected to abnormal conditions, negligent handling, or misuse, contrary to instructions.

RETURN SHIPPING COSTS

Customers are responsible for the cost of return shipping.

We recommend using a tracked shipping method, as we are not responsible for lost returns.

CONTACT BEFORE RETURNING PRODUCTS

You must contact us before returning a product, as the return address may differ from the original shipping address.

CONTACT US

You can reach us via email at support@hearsmart.io. Our team is available 5 days a week and aims to respond within 2 business days.

DAMAGED ORDERS

If your product arrives damaged, we sincerely apologise. Please contact us within 30 days of receiving your order.

For the fastest resolution, send us an email with a photo of the damaged item, ensuring that the label and the defect are clearly visible.

This will help us process your request efficiently and improve our service.

For any inquiries regarding damaged products, please email support@hearsmart.io.