IMPORTANT: This policy applies to all orders placed before March 13, 2026 (EDT). Orders placed on or after March 13, 2026, are subject to our updated refund and return policy.

Please note that all products we offer are final sale, meaning we do not offer refunds! However, we're more than happy to offer free replacements in many situations, and on top of that. We're also available 24/7 and will always do our absolute best to help you out!

ORDER CHANGES & CANCELLATIONS

Order changes and cancellations are accepted up until 9:59 PM EST on the same day the order was placed. If you'd like to change or cancel your order, email us as soon as possible at support@thehearing.co

After 9:59 PM EST, we’re no longer able to change or cancel your order. We’ll kindly ask you to ship your order back to us (unopened) before we send you the correct order or issue a refund.

LATE CANCELLATIONS

Any requests to cancel after 9:59 PM EST on the same day you placed your order, up until 1 day before your order has arrived, is considered a late cancellation.

Late cancellations are accepted, but a full refund will not be issued. Instead, shipping fees will be withheld, along with a restocking fee. If insurance was purchased, it will be fully refunded.

In order to qualify for a refund on a cancelled order, our hearing aids must be in their original packaging, unopened. Refunds will only be issued to the payment method used at time of purchase. We cannot issue refunds by bank transfer, check, cash, or any other payment methods. Thank you for your understanding.

Once an order arrives, it is no longer able to be cancelled, and instead, falls under our final sale policy. Meaning no refunds will be given.

LATE ORDER CHANGES

Any requests to change your order after 9:59 PM EST on the same day you placed your order, up until 7 days after your order has arrived, is considered a late order charge.

Late order changes are accepted, but the original order must be in it’s original packaging, unopened. We’ll then kindly ask you to ship your order back to us before we send you the correct order.

If the correct order value is higher than your original order, you will be invoiced. If the correct order value is lower than your original order, you will be refunded.

Please note, refunds will only be issued to the payment method used at time of purchase. We cannot issue refunds by bank transfer, check, cash, or any other payment methods. Thank you for your understanding.

RETURNS, REFUNDS & REPLACEMENTS

All orders are final sale, meaning no refunds will be issued. However, you're still protected by our 1-year warranty or optional lifetime warranty & loss insurance. 

On top of that, if you have any issues with our hearing aids, we're here to help you troubleshoot and/or find a model of ours that will work perfectly for you!

SHIPPING & DELIVERY ISSUES

In the unlikely event your order gets lost or damaged in transit, we'll immediately issue you a free replacement as you're covered by our insured shipping. However, with our final sale policy, we will not issue refunds for orders that have been lost or damaged in transit.

In cases where an order has a failed delivery attempt due to the customer inputting an incorrect / incomplete address at checkout, refusing delivery, or any other situations in which the customer is at fault, we will not issue a refund. However, we may issue a free replacement at our discretion. 

In cases where an order has a failed delivery attempt due to where we're at fault, either a refund or free replacement will be processed. Refunds will only be issued to the payment method used at time of purchase. We cannot issue refunds by bank transfer, check, cash, or other payment methods. Thank you for your understanding.

FREE REPLACEMENT ELIGIBILITY 

• Customer's order has been lost or damaged in transit

• Customer's hearing aids have a manufacturing defect and/or have incurred an issue from regular use (hearing aids no longer charge, no longer function normally, etc.)

• Customer has ordered the wrong product, in which the correct product will be sent free of charge. However, the original product must first be returned at the customer's cost

• Customer’s hearing aids don’t fit them correctly (too big, too small, ear canal sizing, etc.), in which a model that will fit the customer will be sent free of charge

• Customer wants to take advantage of our free and included 1-year warranty or our lifetime warranty for the first time
  
  

RESPONSIBILITY FOR RETURN SHIPPING COST

We kindly ask customers to cover all costs associated with returning their original order to receive a refund or replacement.

RESTOCKING FEES & PARTIAL REFUNDS

If a customer chooses to return their hearing aids, the following restocking fees may be deducted from the refund:
• Clario Mini: $75
• Pro Models: $125
• Max Models: $150

Restocking fees may apply in situations including, but not limited to:

• Returns due to personal preference (for example: not liking the product, preferring a different model, or deciding the product is not the right fit)

• Ordering the wrong product or model

• Refused deliveries or returned shipments

• Returns that are missing accessories or components

Return shipping costs are the responsibility of the customer.

Restocking fees help cover the cost of processing, inspecting, cleaning, and repackaging returned devices.

If a hearing aid is determined to have a manufacturing defect, a free replacement will be sent under our warranty instead of a refund, and restocking fees will not apply.

RETURN PROCESS

1. Contact us via email at support@thehearing.co to begin the return process.

2. We will send you a Return Merchandise Authorization (RMA). If you are eligible for a return, you will receive your RMA, along with our return address. 

3. Make sure to write both your order number and RMA number on the box / envelope you’re using to return our hearing aids. DO NOT write on the original hearing aid packaging.

4. To verify your return, take a photo of the box or envelope you used with the shipping label clearly visible and email it to us at support@thehearing.co. Make sure the tracking number, order number, and RMA number are clearly visible in the photo for verification. Without these numbers being visible, your refund request will be denied.

5. After verifying your return, we will issue you a refund immediately. 

NOTE: When starting a return, we will send you our return address. If you return your order to any address besides the one we provide, your return will be denied.

Refunds will only be issued to the payment method used at time of purchase. We cannot issue refunds by bank transfer, check, cash, or other payment methods. Thank you for your understanding.

1 YEAR WARRANTY

For the first year (365 days) after the day your order arrives, you're protected by our 1 year warranty. If your hearing aids break, malfunction or have any other issues, we'll issue up to one replacement - entirely free.

After your first free replacement, we're happy to issue further replacements, however there will be a small fee ($75 to $125) charged in order to partially cover our costs. 

LIFETIME WARRANTY & LOSS INSURANCE

Our lifetime warranty & loss insurance is completely optional and available for $39.95. From the day you order our hearing aids, to the day you no longer use them, you’re protected by our lifetime warranty & loss insurance. If your hearing aids break, malfunction, get lost or have any other issues, we’ll issue up to one replacement - entirely free.

After your first free replacement, we're happy to issue further replacements, however there will be a small fee ($75 to $125) charged in order to partially cover our costs. 

POLICY CHANGES

The Hearing Co. reserves the right to change their return, refund and replacement policy at any time without alerting their customers first.