Politique de remboursement

Last updated: August 2026

We want you to feel confident trying Certus at home. Hearing devices often need the right ear tip, a little adjustment and a short period of regular use before they feel natural. Our 90-day home trial gives you time to do that, with practical support if something does not feel right.

90-Day Certus Home Trial

Every Certus device 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.
  • 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 devices, charging case, cable and all supplied reusable accessories. Original packaging should be included 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 will 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. We may decline a 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 device fault. Email us and we will guide you through one short check. You will not be asked to continue using a product that causes pain or concerning symptoms.

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 an appropriate repair, replacement or refund.

  • We may ask for a clear photo, short video or description when it is reasonably needed to identify the issue or arrange the correct solution.
  • 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 shipping. If we confirm the item is faulty, damaged or misdescribed, we will reimburse the reasonable return-postage amount after you provide proof of payment.

2-Year Limited Guarantee

Certus devices include a 2-year limited guarantee against manufacturing defects. Depending on the circumstances, we may repair or replace a device covered by this guarantee. The guarantee does not cover accidental damage, loss, misuse, unauthorised modification, normal wear and tear, or replaceable consumables.

How to Start a Return

  1. Email us: Contact support@certushearing.com with your order number and tell us whether you are cancelling before dispatch, reporting a fault, or applying under the 90-day home trial.
  2. Provide the relevant details: For a home-trial return, include a brief reason. For a fault or damage claim, include a description and any reasonably requested photo or video.
  3. Wait for return instructions: We will confirm the return process and any troubleshooting or evidence needed for your type of return.
  4. Pack the order securely: Include the devices and all supplied reusable components. Do not send a parcel until we have confirmed the return instructions.
  5. Use tracked shipping: Keep your receipt and tracking number until your return and refund are complete.

Return Shipping

Returns are made by mail. We do not provide a return label. You are responsible for arranging and paying return shipping upfront for every return. Use a tracked service and keep both proof of postage and the postage receipt. Return shipping is not reimbursed for a 90-day home-trial suitability return. If we confirm that an item is faulty, damaged or misdescribed, we will reimburse the reasonable tracked return-postage amount you paid.

Condition, Hygiene and Missing Parts

Please clean the devices 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 the claim if a main device, charging case or other essential component is missing, or if the product has been deliberately damaged, misused or altered. We will explain any deduction before completing the refund.

Refunds

  • Once a return is approved, refunds are issued to the original payment method.
  • Refunds under the 90-day home trial are processed within 14 days after we receive and inspect the return.
  • The home trial refunds the eligible product purchase price. Original delivery charges and premium or expedited delivery upgrades are not included.
  • We do not charge a restocking or administration fee. Any deduction for missing essential parts, loss in value or damage will be explained to you.
  • After we issue a refund, your bank or payment provider may take additional time to show it in your account.

Exchanges

Exchanges are not accepted. If you would like a different product, complete an eligible return and place a new order separately.

Late or Missing Refunds

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

  1. Check your bank, card or payment account again.
  2. Contact your payment provider, as processing times vary.
  3. If the provider cannot locate it, email support@certushearing.com.

Contact Us

If you have any questions about returns or refunds, get in touch:

  • Email: support@certushearing.com
  • Phone (UK): +44 7457 426458
  • Phone (US): +1 914 477 4119

Business Details

Brand: Certus (certushearing.com)
Registered company: Elementic Brands LLC (United States)

UK Address:
118 New Cavendish St, London, W1W 6XF, United Kingdom

US Address:
30 N Gould St, Ste R, Sheridan, WY 82801, United States

Support hours: Monday to Sunday, 9:00am to 5:00pm. We reply to every email in less than 24 hours.