Cancellation Policy

Last updated: August 2026

You can cancel your order easily, here's how it works depending on where your order is in the process.

Your Right to Cancel

Before dispatch, you may ask us to cancel your order for a full refund. After delivery, eligible products are covered by our structured 90-day home trial. The home trial is for genuine product-suitability concerns and includes a brief reason, a fair trial period and one reasonable support step. See our Return & Refund Policy for the full conditions.

Cancellation Before Dispatch

If your order has not yet been dispatched, you can cancel it for a full refund with no fees.
Email us at support@certushearing.com with your order number. We will confirm whether dispatch can still be stopped.
We process orders Monday to Friday, excluding public holidays, in less than 48 hours. Weekend and public-holiday orders enter processing on the next working day. Contact us as soon as possible; a cancellation request is not complete until we confirm it.
Once cancellation is confirmed, we will issue the refund promptly to the original payment method. Your payment provider controls when it appears in your account.

Cancellation After Dispatch (In Transit)

If your order has already been dispatched, we cannot stop it in transit.
Please accept the parcel and contact us for return instructions. Refusing delivery can delay identification of the parcel and any refund.
After delivery, the conditions and return-shipping terms in our Return & Refund Policy apply.

Cancellation After Delivery

If you have received your order, contact us under our 90-day home trial. Do not send the product until we approve the request and provide return instructions. Please see our Return & Refund Policy for eligibility and instructions.

How Refunds Are Processed

All refunds are issued to the original payment method used at checkout.
Approved pre-dispatch cancellations are refunded promptly after confirmation.
Approved home-trial refunds are processed within 14 days after we receive and inspect the return.
Your bank or payment provider may take additional time to show the refund in your account.