Refund policy

90-day Certus home trial

Every Certus hearing aid includes our 90-day home trial. It is designed for customers who give the product a fair try but find that it is not suitable for them.

To qualify for a return under the 90-day home trial:

• Contact us within 90 days of delivery.
• Tell us briefly why the product is not suitable. This helps us understand whether the issue is fit, comfort, sound, charging, controls or something else.
• Use the product for at least 21 days, unless it is faulty or causes pain or discomfort.
• Complete one reasonable troubleshooting step suggested by our support team. This may include trying a different ear-tip size, checking placement, adjusting the volume or confirming the charging setup.
• Return the hearing aids, charging case, cable and all supplied reusable accessories. Include the original packaging where reasonably possible.
• Keep the product reasonably clean and free from deliberate damage, misuse or unauthorised modification.

When an eligible return is approved and received, we refund the product purchase price, subject only to the condition and missing-part terms below.

The home trial covers genuine product-suitability concerns, not a simple change of mind without trying the product. Your 14-day right to cancel, below, covers a change of mind. We may decline a home-trial return if the eligibility steps above are not completed.

Before you decide to return

Many common issues can be resolved quickly. Loose fit, whistling, low volume and unclear sound are often caused by ear-tip size or placement rather than a fault. Email us and we will guide you through one short check. You will never be asked to keep using a product that causes pain or worrying symptoms.

Your legal rights

The 90-day home trial and the 2-year guarantee are given in addition to your legal rights. They do not replace or reduce them.

Your 14-day right to cancel. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel your order for any reason within 14 days of the day it is delivered. Tell us by email at [email protected]. You then have 14 days to send the goods back. We refund you within 14 days of receiving them back, or of receiving proof that you sent them, whichever is sooner. The 21-day use requirement and the support step of the home trial do not apply to this right.

Faulty goods. Under the Consumer Rights Act 2015 the goods must be as described, of satisfactory quality and fit for purpose. If they are not, you can reject them for a full refund within 30 days of delivery. After 30 days you can ask for a repair or a replacement, and if that is not possible or does not fix the problem, you are entitled to a price reduction or a refund.

Faulty, damaged or misdescribed items

If your order arrives damaged, develops a fault or is not as described, contact us as soon as possible. We will assess the issue and, when the claim is confirmed, offer a repair, replacement or refund.

• We may ask for a clear photo, a short video or a description when it is reasonably needed to identify the issue.
• If evidence cannot reasonably be provided, contact us and we will offer another way to assess the item.
• You arrange and pay for tracked return postage. If we confirm the item is faulty, damaged or misdescribed, we reimburse the reasonable postage cost once you send us proof of payment.

2-year limited guarantee

Certus hearing aids include a 2-year limited guarantee against manufacturing defects. Depending on the circumstances, we repair or replace a hearing aid covered by this guarantee. It does not cover accidental damage, loss, misuse, unauthorised modification, normal wear and tear, or replaceable consumables such as ear tips and wax guards.

Lifetime Guarantee. You can add Lifetime Guarantee at checkout for a one-off payment. Your 2-year guarantee never ends: both hearing aids, the batteries and the charging case, for as long as you own them. Any fault is repaired or replaced free, postage both ways included. One-time payment, no registration. It covers every hearing aid in the order it was bought with.

How to start a return

• Email us: write to [email protected] with your order number and tell us whether you are cancelling before dispatch, reporting a fault, or applying under the 90-day home trial or your 14-day right to cancel.
• Give us the details: for a home-trial return, include a brief reason. For a fault or damage claim, include a description and any photo or video we reasonably ask for.
• Wait for return instructions: we confirm the return process and any troubleshooting or evidence needed for your type of return.
• Pack the order securely: include the hearing aids and all supplied reusable parts. Do not send a parcel until we have confirmed the return instructions.
• Use tracked shipping: keep your receipt and tracking number until your return and refund are complete.

Return postage

Returns are made by post. We do not provide a return label. You arrange and pay return postage upfront. Use a tracked service and keep your proof of postage and receipt. Return postage is not reimbursed for a home-trial suitability return or a change-of-mind cancellation. If we confirm that an item is faulty, damaged or misdescribed, we reimburse the reasonable tracked postage cost you paid.

Condition, hygiene and missing parts

Please clean the hearing aids before returning them. Used ear tips, wax guards and opened cleaning consumables do not need to be returned and are not included in the refund.

We may make a reasonable deduction, or decline a home-trial claim, if a hearing aid, the charging case or another essential part is missing, or if the product has been deliberately damaged, misused or altered. For a cancellation within 14 days, we may only deduct for handling beyond what is needed to check the product. We explain any deduction before completing the refund.

Refunds

• Once a return is approved, refunds go back to the original payment method.
• Home-trial refunds are processed within 14 days after we receive and inspect the return.
• Delivery is free, so there is no delivery charge to refund or keep.
• We do not charge a restocking or administration fee. Any deduction for missing essential parts or damage is explained to you first.
• After we issue a refund, your bank or card provider may take a few more days to show it in your account.

Exchanges

We do not exchange products. If you would like a different product, complete an eligible return and place a new order.

Late or missing refunds

If we have confirmed that your refund was issued but it has not appeared:

• Check your bank, card or payment account again.
• Contact your card provider, as processing times vary.
• If they cannot find it, email [email protected].