Refund policy

Our Promise: Warranty & 45-Day Better Hearing Guarantee

At HearWell we stand by every product we make. We want you to feel confident and comfortable, so we include:

  • A full one‑year warranty from the date your hearing aids arrive. If a manufacturing issue arises during this time, we’ll happily replace your aids at no charge.
  • 45-day trial / Our Better Hearing Guarantee: Experience your hearing aids at home and out and about. If you don’t notice better hearing, you can return them within 45 days for a refund.

If you have any questions or concerns at any point, please reach out — our friendly team is here to help.

Note: Our guarantee is intended for a real-world listening experience in cases of mild to moderate hearing loss. If you have severe hearing loss, or if the product is returned without having been trialled, the guarantee may not apply.

Thinking About a Return? We’re Here to Help

Should you wish to return your hearing aids during the 45‑day period, just follow these steps:

  1. Contact us by email at support@gethearwell.co.uk. We’ll listen to your concerns and walk you through the process.
  2. If we can’t resolve the issue together, we’ll send you easy return instructions.
  3. Send your hearing aids back using a tracked service, so we can both follow their journey back to our warehouse. 

When returning your aids, please include them in their original packaging with all accessories (charging case, cable, cleaning brush, ear tips, tools, etc.), and make sure everything is in good working order. Including your order number will help us process your refund quickly.

Return postage costs to our UK warehouse are the responsibility of the customer. We recommend a tracked service for your peace of mind, but customers may choose any carrier. Refunds cannot be processed before the returned item is received and inspected.

Manufacturing Issues

If your hearing aids develop a manufacturing fault, we will provide a refund or replacement straight away. Everyday wear, water damage or accidental damage aren’t considered manufacturing defects, so we may not be able to refund in those cases.

After Your 45 Days

Forty-five days is designed to give you enough time to experience the difference. Returns requested outside this period aren’t usually eligible for a refund. If we receive an unauthorised or late return, we’ll return it to you (a small handling fee may apply to cover postage).

Items We Can’t Accept Back

For hygiene and safety reasons, some items are final sale and cannot be returned:

  • Extended warranty plans
  • Cleaning kits
  • Drying or disinfection devices

Accessory Returns

  1. Unopened accessory packs can be returned within 45 days.
  2. Opened items can’t be returned due to hygiene considerations.
  3. If you’re returning your hearing aids, please include any accessories with them.

How We Process Your Refund

Once we receive your return, we’ll inspect it within 5‑7 business days. If everything meets the return criteria, we’ll issue your refund to the original payment method. Your bank or card provider may take a little extra time to finalise the transaction, so please allow a few days for the funds to appear.

If you haven’t seen your refund yet:

  1. Check your bank or card statement.
  2. Contact your card provider about processing times.
  3. Email us — we’re always happy to help track it down.

Warranty Returns & Potential Fees

In certain cases — for example, if the hearing aids have been used — a cleaning and hygiene processing fee may apply. This covers the cost of clinical-grade sanitisation, safe repackaging, and quality assurance checks to ensure the returned devices meet health and safety standards.

These costs are not applied automatically, and we’ll always confirm and explain any applicable charges before you send anything back.

Important information

  • HearWell hearing aids are designed to support people with mild to moderate hearing loss in everyday situations. 
  • They are not suitable for severe or profound hearing loss. If you are unsure about your level of hearing loss, or if you suspect you may have a more serious condition, we strongly recommend consulting a qualified audiologist or healthcare professional before purchase.
  • Our guarantee is based on a genuine trial and hearing experience, not change-of-mind or comfort preferences, and applies to individuals with mild-to-moderate hearing loss, which is the design scope of the product.
  • The Better Hearing Guarantee is a voluntary commercial policy that goes beyond UK consumer law. It is designed to support real-world usage in mild-to-moderate hearing loss. While we aim to be flexible, returns falling outside the scope of this guarantee (e.g. without genuine usage, general dissatisfaction unrelated to hearing improvement, or outside the intended use case) may be declined or refunded only partially.

We’re Always Here for You

Whether you have a simple question or need assistance with a return, please email support@gethearwell.co.uk. Our team is committed to making your HearWell experience as smooth and reassuring as possible.