Terms & conditions

TERMS & CONDITIONS

Last updated: 10-02-2026

SECTION 1 – GENERAL

By visiting our website, placing an order or using any of our services, you agree to be bound by these Terms & Conditions ("Terms"). These Terms apply to all users of the website, including customers and browsers. If you do not agree to these Terms, you should not use the website or place an order.

We reserve the right to update or amend these Terms at any time. Continued use of the website constitutes acceptance of any changes.

SECTION 2 – ABOUT HEAR IT WELL

Hear It Well is a US consumer brand focused on improving access to FDA-cleared over-the-counter hearing aids for adults with perceived mild to moderate hearing loss. We provide product information, guidance, onboarding materials and customer support to help customers make informed decisions and use their hearing aids effectively

SECTION 3 – ELIGIBILITY & USE OF THE WEBSITE

By using this website, you confirm that you are at least 18 years old, a resident of the United States, and legally capable of entering into a binding agreement. You agree not to use the website or our services for any unlawful or unauthorized purpose.

Our products are intended for sale to consumers within the United States only. We do not currently ship to international destinations.

SECTION 4 – PRODUCT INFORMATION & MEDICAL DISCLAIMER

Hear It Well does not provide medical, audiological or healthcare services. Our hearing aids are sold over the counter (OTC) under the U.S. Food and Drug Administration's Over-the-Counter Hearing Aid Rule (21 CFR 800.30, effective October 2022). They are intended for adults aged 18 or older with perceived mild to moderate hearing loss only, as described on the relevant product pages.

Our products are not intended for users with:

• Severe or profound hearing loss
• Sudden onset hearing loss
• Children under 18 years of age
• Hearing loss caused by an underlying medical condition

Hearing aids are not intended to diagnose, treat or manage medical conditions. If you have any of the conditions described in our product warnings (sometimes referred to as "red flag" conditions, including sudden hearing changes, dizziness, ear pain, drainage from the ear, or persistent ringing in one ear), you should consult a licensed hearing healthcare professional before use. Customers are encouraged to seek independent professional advice where appropriate.

SECTION 5 – ORDERS & ACCEPTANCE

All orders placed through the website are subject to acceptance and availability. We reserve the right to refuse, limit or cancel any order at our discretion, including where we suspect misuse, resale activity or inaccurate information.

SECTION 6 – PRICING & PROMOTIONS

Prices are displayed on the website in U.S. dollars and may change from time to time. Applicable state and local sales tax will be calculated and added at checkout where required by law. From time to time, promotional offers or discounts may apply. These are commercial incentives and do not affect the underlying nature of the product or the customer agreement. Hear It Well does not operate a structurally low-value or budget product model.

SECTION 7 – PAYMENT

Payment is processed securely at checkout using third-party payment providers. To provide a smooth customer experience, Hear It Well may facilitate payment processing and order administration in connection with products supplied by its manufacturing partners.

SECTION 8 – SHIPPING & DELIVERY

Products are shipped to customers within the United States using tracked delivery services. Delivery timeframes provided on the website (typically 4–7 business days) are estimates only and not guaranteed. Hear It Well is not responsible for delays caused by carriers, customs authorities or circumstances beyond its reasonable control.

SECTION 9 – RETURNS & REFUND POLICY

9.1 Hygiene & Health Protection Limitation

Hearing aids and any components that enter the ear canal are personal medical devices. For health protection and hygiene reasons, once a hearing aid or any sealed in-ear component has been unsealed, used, or tried, it cannot be resold or restocked. Returns of opened or used hearing aids cannot be accepted, except in cases of confirmed product defect or where required by applicable state or federal consumer protection law.

This policy is consistent with industry standard practice for medical devices and personal-use items sold direct-to-consumer.

9.2 Hear It Well's Voluntary 45-Day Better Hearing Guarantee

To support customers beyond minimum legal requirements, Hear It Well offers a voluntary 45-Day Better Hearing Guarantee for eligible purchases.

This is a commercial guarantee and not a "no-questions-asked" refund. It is subject to reasonable conditions, including:

• The product must be trialed in good faith, including correct fitting, ear tip selection, proper mode usage and an appropriate adaptation period, in line with the user guide and support materials.
• The hearing aid must be intended for mild to moderate hearing loss, as clearly stated in the product listings. Use outside this scope (such as severe hearing loss or unrelated medical conditions) is not covered.
• Customers must engage with our support team during the 45-day period if difficulties arise, to allow troubleshooting and assistance.
• Any approved return must include all original components, accessories and packaging in re-sellable condition, unless otherwise agreed.

This guarantee is designed for customers with mild to moderate hearing loss who experience the product as intended and provides benefits beyond minimum legal requirements.

9.3 Refund Amounts, Deductions and Costs

If a return is approved under the Better Hearing Guarantee, refunds may be partial or full depending on usage, condition and resale potential.

The following may apply:

• Reasonable restocking or cleaning fees, in line with hygiene handling protocols.
• Return shipping costs, which are generally the customer's responsibility unless explicitly waived as a goodwill gesture.
• Non-refundable shipping or handling charges, where applicable.

9.4 Product Suitability Declaration

By placing an order, customers confirm that they have perceived mild to moderate hearing loss suitable for the products offered.

Use outside the intended scope may void commercial guarantees, without affecting statutory rights relating to defective goods. We recommend professional consultation before purchase where appropriate.

9.5 Grounds for Refusing a Return

Hear It Well reserves the right to refuse a return or refund in cases including, but not limited to:

• No fault is found and the product has been used contrary to the guidance or outside its intended use.
• The product is returned late, without prior agreement, or in damaged, incomplete or unsanitary condition.
• The customer does not engage with our care team or refuses reasonable troubleshooting steps.
• A return is requested solely due to preference (for example cosmetic or handling preference) after the product has been used.

We aim to treat all refund requests fairly, respectfully and consistently, while applying policies equally across customers.

9.6 Goodwill Exceptions

In some cases, Hear It Well may, at its sole discretion, offer goodwill-based partial refunds even where legal or policy criteria are not met.

Such gestures are handled on a case-by-case basis and do not establish precedent.

9.7 How to Initiate a Return

To request a return, customers should contact our Customer Care team at support@hearit-well.com, including their order number and a brief explanation.

We aim to respond within five business days of receiving a complete return request.

9.8 Cancellation After Dispatch and Refused Deliveries

Delivery timeframes (typically 4–7 business days) are estimates only and not guaranteed.

All orders include complimentary premium tracked shipping (indicative value $25).

If you cancel after dispatch or refuse delivery:

• Premium shipping (non-refundable): $25
• Carrier return charges (if refused or redirected): $25
• Warehouse reprocessing: $20
• Total potential deduction: $70

If you cancel after accepting delivery:

• Premium shipping (non-refundable): $25
• Return shipping at your own cost (typically $15–25)
• Warehouse reprocessing upon receipt: $20
• Total potential deduction: $45 (plus your return costs)

SECTION 10 – LIMITED WARRANTY

Hear It Well offers a limited one-year warranty on hearing aid hardware against manufacturing defects, subject to normal wear and tear. This limited warranty applies in addition to any rights you may have under the Magnuson-Moss Warranty Act (15 U.S.C. § 2301 et seq.) and applicable state law. The warranty is provided by Hear It Well's manufacturing partner and administered through Hear It Well's customer care.

If a covered defect arises, Hear It Well may arrange a replacement, repair or alternative solution at its discretion as part of its customer support process. Any replacement supplied is intended to resolve the original purchase and does not constitute a new or separate purchase.

This limited warranty does not cover:

• Normal wear and tear
• Damage from improper use, accidents, or unauthorized modifications
• Loss or theft of the product
• Use of unauthorized accessories or batteries

SECTION 11 – CHARGEBACKS, FRAUD & ABUSE

Hear It Well reserves the right to dispute chargebacks or refund claims that are inconsistent with order records, delivery confirmation or customer communications. In cases of suspected fraud or abuse, Hear It Well may restrict accounts, refuse service or report incidents to relevant parties, including payment processors, card networks, and law enforcement where appropriate.

SECTION 12 – SHIPPING & FULFILLMENT

Products are shipped to customers from our manufacturing partners' fulfillment facilities, which may be located outside the United States. Imports of hearing aids into the U.S. are subject to FDA registration requirements and U.S. Customs and Border Protection processes, which are managed by Hear It Well's manufacturing partners.

SECTION 13 – HOW HEAR IT WELL OPERATES

Hear It Well works with specialized manufacturing and fulfillment partners to make hearing aids available directly to customers. Orders placed through this website are fulfilled by these partners, who manufacture and ship the products directly to customers. Hear It Well's role is to operate the platform, manage the customer experience, provide guidance and onboarding, and coordinate order processing and after-sales support. Hear It Well does not manufacture the products and does not hold or ship inventory.

SECTION 14 – CONTRACTUAL FRAMEWORK

Orders placed through this website relate to products supplied by Hear It Well's manufacturing partners. The purchase arrangement involves Hear It Well facilitating the order and customer support process, while products are supplied and dispatched by the relevant partner. Title to the products passes to the customer in accordance with the applicable supply and delivery arrangements. Nothing in these Terms affects a customer's statutory consumer rights under applicable U.S. federal or state law.

SECTION 15 – LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, Hear It Well's total liability arising out of or related to these Terms or the products shall not exceed the amount paid by the customer for the product giving rise to the claim. In no event shall Hear It Well be liable for indirect, incidental, special, consequential, exemplary or punitive damages, including but not limited to lost profits, lost data, or business interruption, whether arising in contract, tort (including negligence), strict liability or otherwise.

Some states do not allow the exclusion or limitation of certain damages, so the above limitations may not apply to you in those states. Nothing in these Terms limits liability where such limitation is not permitted by law.

SECTION 16 – DISCLAIMER OF WARRANTIES

EXCEPT AS EXPRESSLY PROVIDED IN SECTION 10 (LIMITED WARRANTY), TO THE MAXIMUM EXTENT PERMITTED BY LAW, ALL PRODUCTS AND SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." HEAR IT WELL DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

Some states do not allow disclaimer of implied warranties, so portions of this disclaimer may not apply to you.

SECTION 17 – INDEMNIFICATION

You agree to indemnify, defend and hold harmless Hear It Well, its officers, directors, employees, agents, and manufacturing partners from any losses, liabilities, claims, damages, and expenses (including reasonable attorneys' fees) arising from your breach of these Terms or misuse of the website or products.

SECTION 18 – GOVERNING LAW & VENUE

These Terms are governed by and construed in accordance with the laws of the State of Wyoming, without regard to its conflict of laws principles, and applicable U.S. federal law. Subject to the binding arbitration provision in Section 18, the exclusive venue for any non-arbitrable dispute shall be the state or federal courts located in Wyoming.

SECTION 19 – CONSUMER PROTECTION & STATE-SPECIFIC RIGHTS

Nothing in these Terms is intended to limit any consumer protection rights you may have under applicable U.S. federal or state law, including but not limited to:

• The Magnuson-Moss Warranty Act (15 U.S.C. § 2301 et seq.)
• The FDA's Over-the-Counter Hearing Aid Rule (21 CFR 800.30)
• State consumer protection statutes
• California Civil Code § 1750 et seq. (Consumers Legal Remedies Act) for California residents

California residents may have additional rights under California Civil Code Section 1789.3 regarding the resolution of complaints, which may be addressed by contacting the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (800) 952-5210.

SECTION 20 – PRIVACY

Your use of the website is also governed by our Privacy Policy. California residents have additional rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA), including the right to know, the right to delete, the right to correct, and the right to opt out of the sale or sharing of personal information. Residents of Virginia, Colorado, Connecticut, Utah, Texas, and other states with applicable privacy laws may also have specific rights described in our Privacy Policy.

SECTION 21 – TERMINATION

We may suspend or terminate access to the website or services if these Terms are breached.

SECTION 22 – SEVERABILITY

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. If a court finds the arbitration provisions of Section 18 unenforceable, those provisions shall be severed and the remainder shall remain in effect.

SECTION 23 – ENTIRE AGREEMENT

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Hear It Well regarding use of the website and services, and supersede all prior agreements.

SECTION 24 – CONTACT

Questions regarding these Terms can be sent to support@hearit-well.com.