Help centre

The practical details, answered plainly.

Tracking, delivery, returns, guarantees and setup, in one calm place. No phone tree, no ticket number, no runaround.

Orders & deliveryWhere it is, when it lands, and how to follow it.
Returns & refundsThe 90 days, how to send it back, and when the money lands.
GuaranteeWhat the 2 years covers, and how to claim without a fight.
Using your deviceTips, sealing, charging, app pairing and the whistle nobody wants.

Straight answers

Everything people ask us.

Orders and delivery

How will I know my order has shipped?

You get an email with your tracking number the moment your order leaves us. Delivery times for your country are in our shipping policy.

How long does delivery take?

It depends on where you are. Your delivery window is shown at checkout and set out per country in our shipping policy. Delivery is free on every order, to every country we ship to.

How do I track it?

You get an email with a tracking number and a live link the moment it is dispatched. You can also use our tracking page.

Which countries do you ship to?

We currently ship to the United Kingdom, United States, Canada, Australia, Ireland and New Zealand. Delivery is free, and our 90-day home trial and 2-year guarantee apply.

Returns and refunds

What is the 90-day trial?

You have 90 days from delivery to give it a fair try. An eligible suitability return requires a brief reason, at least 21 days of use unless an exception applies, and one reasonable support step. There is no restocking fee.

How do I start a return?

Email us with your order number and a brief reason. We reply in less than 24 hours and provide the next support step and return instructions if eligible.

When do I get my money?

Within 14 days after we receive and inspect an approved return, back to the original payment method.

Guarantee

What does the 2-year guarantee cover?

Faults. If the device or case stops working properly through normal use within two years, we repair or replace it.

What is not covered?

Loss, and damage from accidents or water beyond normal daily wear. Ear tips are consumable, which is why 12 come in the box.

Using your device

Is this a real hearing aid?

Yes. Certus One and Certus Pro are certified hearing aids for mild to moderate hearing loss. That is a regulated category with real requirements behind it, which is exactly what an unregulated “sound amplifier” does not have.

Do I need a smartphone?

For Certus One, no: it works completely on its own, with one button. For Certus Pro, yes, once: the five-minute setup and hearing check run from the free Certus app on iPhone or Android. After that, Pro works all day on its own, and you open the app only to change volume or listening mode.

My Certus Pro will not pair with the app

Keep the aids sitting in the open case next to your phone, with Bluetooth switched on, and follow the QR guide from the box. Pairing happens once and takes about a minute. If it does not take, close the case lid, wait ten seconds, open it and try again. Still stuck? Email us and a person will walk you through it.

Will it help with severe hearing loss?

No, and we would rather say so before you buy. Certus is designed for mild to moderate loss. For profound loss, a prescription aid fitted at a clinic is the right route.

It whistles. What do I do?

Almost always the tip is not sealing. Try the next size up from the 12 in the box. A proper seal is what stops the whistle.

How long does the battery last?

16 hours per charge, and 60 hours with the case, which is about four more full charges away from a plug socket.

Do I need an app?

No. There is nothing to pair, download or update. Put them in and they work.