Refund policy

Hear It Well — Returns, Refunds & Guarantee Policy

Governed by US law

 

Important — Please Read Before Purchase Our 45-Day Better Hearing Guarantee is a conditional commercial policy. It applies when a customer has genuinely trialed the product and experienced no improvement in hearing compared to wearing no hearing aids at all. It does not apply in every circumstance. Please read this policy in full before purchasing so you understand exactly what is and is not covered. For health protection and hygiene reasons, in-ear medical devices that have been opened and used cannot be returned through ordinary channels. This is consistent with industry standard practice for medical devices and personal-use items sold direct-to-consumer. Our 45-Day Guarantee is a voluntary benefit we offer on top of this — it comes with conditions we define and publish here.

 

Section 1 — Our Return Policy

Welcome to Hear It Well. Please read our refund and returns policy carefully before purchasing. Our 45-Day Better Hearing Guarantee is a voluntary commercial policy with specific conditions — please review what is and is not covered below.

Section 2 — Our 45-Day Better Hearing Guarantee

Our 45-Day Better Hearing Guarantee is a voluntary commercial policy we choose to offer beyond our standard return terms. It is designed to give you a genuine, real-world opportunity to experience whether our hearing aids improve your hearing before you commit fully.

Because we create this guarantee voluntarily, we define how it works. The conditions are set out below. Please read them carefully.

 

2.1 What the Guarantee Covers

The guarantee applies when ALL of the following are true: • You have mild to moderate hearing loss (the product's intended scope) • You have used the hearing aids consistently over a reasonable period — not just a few hours or days — in real day-to-day environments including conversation, television, and social settings • You have engaged with our support team if difficulties arose during the trial, allowing us to assist with fitting, dome selection, or settings adjustments • You have followed the fitting and usage guidance provided in the user manual and by our support team • After a genuine trial, you have experienced no improvement in hearing compared to wearing no hearing aids at all • You return the aids within 45 days of delivery in their original packaging with all accessories included

 

2.2 What the Guarantee Does Not Cover

The guarantee does not apply in the following circumstances: • Change of mind: Returning the product because you changed your mind, found you did not like the look or feel, or simply decided not to continue. • Comfort or handling preference: Difficulty handling, inserting, or adjusting the aids due to personal physical characteristics (including but not limited to dexterity limitations or arthritis) is not a product defect and is not covered. If you have concerns about handling before purchasing, please contact our support team first. • Anatomical fit: Very narrow ear canals or other anatomical characteristics that prevent standard dome sizes from fitting correctly are outside the scope of the guarantee. We publish the physical dimensions of our products and include five dome sizes for this reason. • Insufficient trial: Use of a few hours or days does not constitute a genuine trial. The guarantee is designed for customers who have given the product a real and sustained chance. • Failure to engage with support: If difficulties arose during your trial and you did not contact our support team to allow us to assist, the guarantee may not apply. Many early-stage issues are resolved quickly with fitting guidance. • Severe or profound hearing loss: Our product is designed for mild to moderate hearing loss. If your hearing loss is severe or profound, the product may not deliver sufficient amplification and the guarantee does not apply. • Comparison to other devices: The guarantee assesses improvement compared to wearing no hearing aids at all — not compared to prescription aids, Medicare-covered devices, or other brands. If you hear better with our aids than without any aids, the guarantee has been fulfilled, even if you prefer a different device. • Returns outside the 45-day window: Returns requested after 45 days from delivery are not eligible under this guarantee.

 

2.3 What 'Genuine Trial' Means

A genuine trial means:

• Wearing the aids consistently — we recommend building up from 2-3 hours per day to full-day use over the first two weeks

• Testing in a range of environments: quiet rooms, television, conversation, outdoors, and social settings

• Trying all three listening modes and adjusting the volume

• Trying different dome sizes to find the best seal and fit

• Contacting our support team if you experience any issues — feedback, slipping, distortion — so we can help you resolve them

A trial of a few hours or days, or a trial conducted without attempting the fitting and adjustment guidance, does not meet this standard.

 

2.4 How the Guarantee Is Assessed

When you contact us to request a return under the guarantee, we will:

• Ask you a structured set of questions to understand your experience

• Review your usage and engagement with the support process

• Assess whether the issues you have described are consistent with the guarantee criteria or with a fitting issue that may still be resolvable

• Make a decision based on the full picture of your case

This is not a bureaucratic process designed to obstruct returns. It is a process designed to ensure that customers who have a genuine issue receive the appropriate resolution, and that the guarantee is applied consistently and fairly.

We commit to providing a response within 5 business days of receiving a complete return request.

 

Section 3 — How to Return Your Hearing Aids

Step 1: Contact Us First

Email us at support@hearit-well.com with your order number and a description of the issue. To qualify under our Better Hearing Guarantee, please obtain a return authorization and the correct return address from us before sending anything back.

Step 2: Work Through the Process With Us

We will ask you some questions to understand your experience. This allows us to determine whether your issue is one we can help resolve, or whether a return is the appropriate outcome. Please engage with this process — it protects your eligibility.

Step 3: Receive Your Authorized Return Address

If a return is approved, we will send you the authorized return address. Returns must go to the correct medical-device processing facility where the product can be safely sanitized, inspected, and logged under hygiene and compliance standards. Do not use any other address.

Please use only the address we provide — addresses printed on courier tracking labels (including sorting hub addresses) are not return addresses and parcels sent there cannot be linked to your order.

Step 4: Send Using a Tracked Service

Return the hearing aids in their original packaging with all accessories (charging case, cable, cleaning brush, all ear tips, tools, and any other included items). Include your order number. Use a tracked shipping service and retain proof of postage. Return shipping is at your expense.

Step 5: Refund Processing

Once we receive and inspect your return, we will process your refund within 5-7 business days to your original payment method. Your bank may take additional time to clear the funds.

 

Section 4 — Goodwill Resolutions

In cases that fall outside the scope of the guarantee — where no legal or contractual refund obligation exists — we may, at our sole discretion, offer a partial goodwill refund. Each case is assessed on its own facts.

Goodwill refunds are offered without any admission of liability and are provided solely to reach a fair resolution in circumstances where we believe it is the right thing to do.

 

Section 5 — Items We Cannot Accept Back

For hygiene and safety reasons, the following are final sale and cannot be returned regardless of circumstances:

• Extended warranty plans

• Cleaning kits

• Replacement ear tip sets

• Drying or disinfection devices

 

Section 6 — Warranty

All Hear It Well hearing aids include a one-year manufacturing warranty from the date of delivery. If a confirmed manufacturing defect arises during this period, we will provide a replacement or refund at no charge.

The warranty does not cover: everyday wear and tear, water or moisture damage beyond the product's rated resistance, accidental physical damage, or issues arising from use outside the intended purpose.

 

Section 7 — Chargebacks and Disputes

We reserve the right to contest any chargeback or payment dispute that we believe is not substantiated by the facts of the order, delivery, or customer communication history. In cases of confirmed fraudulent claims or chargeback abuse, we may suspend or terminate customer accounts and report incidents to relevant authorities.

Where a formal card dispute is initiated, the matter transfers to a bank-led evidential process. We cooperate fully with all such processes and will provide complete documentation to the relevant payment processor.

 

Section 8 — Contact Us

If you have any questions about this policy or your specific situation, please contact us before purchasing. We would rather help you make the right decision upfront than deal with a difficult return process afterwards.

Email: support@hearit-well.com

Website: hearit-well.com

 

This policy is governed by US law. Nothing in this policy is intended to limit any consumer protection rights you may have under applicable US federal or state law.

Hear It Well | hearit-well.com | support@hearit-well.com