FAQ
FREQUENTLY ASKED QUESTIONS
ORDERING & SHIPPING
Q: How long does shipping take?
A: 4-9 business days total. This includes 1-3 days processing and 3-6 days transit from our international fulfillment center.
Q: Do you offer free shipping?
A: Yes, we offer free standard shipping on all orders within the UK and internationally.
Q: Can I track my order?
A: Yes, you'll receive a tracking number via email once your order ships.
Q: What if I need to change my shipping address?
A: Contact us immediately at support@gethearwell.co.uk. We can only change addresses before your order ships.
Q: Do you ship internationally?
A: Yes, we ship to most countries from our international fulfillment center.
RETURNS & REFUNDS
Q: What is your return policy?
A: We offer a 45-day risk-free trial from delivery date. All returns must be authorized by contacting us first.
Q: How do I return my hearing aids?
A: Contact support@gethearwell.co.uk for authorization. We'll guide you through the process and provide a return label.
Q: Is there a restocking fee?
A: In some cases, a restocking fee may apply to help cover processing, inspection, and cleaning costs. The exact amount depends on the condition of the returned item, but we always do our best to keep it reasonable and transparent.
Q: What if my hearing aids are damaged?
A: If damaged due to manufacturing defects, you'll receive a full refund. Physical damage, water exposure, or poor maintenance are not covered.
Q: How long does it take to get my refund?
A: 5-7 business days for inspection, then funds are returned to your original payment method.
PRODUCT SUPPORT
Q: How do I set up my hearing aids?
A: Detailed instructions are included with your order. Contact us if you need additional guidance.
Q: What if my hearing aids don't fit properly?
A: Contact us within your 45-day trial period. We can provide fitting guidance or discuss return options.
Q: How do I clean and maintain my hearing aids?
A: Use the included cleaning tools regularly. Avoid water exposure and remove wax buildup. Full care instructions are in your user manual.
Q: What's included in the box?
A: Hearing aids, charging case, cleaning tools, different sized ear tips, and user manual.
Q: Are the hearing aids waterproof?
A: No, avoid water exposure as this will void your warranty and return eligibility.
BATTERY & CHARGING
Q: How long does the battery last?
A: Battery life varies by usage but typically lasts a full day with normal use.
Q: How do I charge my hearing aids?
A: Use the included charging case. Instructions are provided in your user manual.
Q: What if my hearing aids won't charge?
A: Check the charging contacts for debris, ensure proper placement in the case, and contact support if issues persist.
PAYMENT & PRICING
Q: What payment methods do you accept?
A: We accept all major credit cards and secure online payment methods.
Q: Are there any hidden fees?
A: No, the price you see includes everything. Shipping is free.
Q: Can I pay in installments?
A: Payment options vary by region. Check at checkout for available options.
WARRANTY & SUPPORT
Q: What warranty do you offer?
A: 1-year limited warranty covering manufacturing defects from delivery date.
Q: What's not covered under warranty?
A: Physical damage, water exposure, wax buildup/poor maintenance, and unauthorized modifications.
Q: How do I get technical support?
A: Email support@gethearwell.co.uk. We respond within 24 hours during business days.
HEARING HEALTH
Q: Are these hearing aids suitable for my hearing loss?
A: Our products are designed for mild to moderate hearing loss. For severe hearing loss or medical concerns, consult an audiologist.
Q: Do I need a prescription?
A: No prescription required, but we recommend consulting a hearing professional for proper assessment.
Q: Can I use these with other medical devices?
A: Consult your healthcare provider about compatibility with other medical devices.
CUSTOMER SERVICE
Q: How can I contact customer service?
A: Email support@gethearwell.co.uk. We respond within 24 hours, Monday-Friday, 9AM-6PM GMT.
Q: What information should I include when contacting support?
A: Your order number, email address, and detailed description of your question or issue.
Q: Do you offer phone support?
A: Currently, we provide support via email for the most comprehensive assistance.
IMPORTANT REMINDERS
- All returns must be authorized - contact us first
- 45-day trial starts from delivery date - not purchase date
- Keep original packaging for potential returns
- We don't diagnose or treat hearing loss - consult professionals for medical advice
- Unauthorized returns will be sent back to customer