Terms & conditions
TERMS & CONDITIONS
Last updated: 21-12-2025
SECTION 1 – GENERAL
By visiting our website, placing an order or using any of our services, you agree to be bound by these Terms & Conditions (“Terms”). These Terms apply to all users of the website, including customers and browsers. If you do not agree to these Terms, you should not use the website or place an order.
We reserve the right to update or amend these Terms at any time. Continued use of the website constitutes acceptance of any changes.
SECTION 2 – ABOUT HEARWELL
HearWell is a consumer brand focused on improving access to hearing aids for people with mild to moderate hearing loss. We provide product information, guidance, onboarding materials and customer support to help customers make informed decisions and use their hearing aids effectively.
SECTION 3 – ELIGIBILITY & USE OF THE WEBSITE
By using this website, you confirm that you are at least 18 years old and legally capable of entering into a binding agreement. You agree not to use the website or our services for any unlawful or unauthorised purpose.
SECTION 4 – PRODUCT INFORMATION & MEDICAL DISCLAIMER
HearWell does not provide medical, audiological or healthcare services. Our hearing aids are intended for mild to moderate hearing loss only, as described on the relevant product pages. They are not intended to diagnose, treat or manage medical conditions. Customers are encouraged to seek independent professional advice where appropriate.
SECTION 5 – ORDERS & ACCEPTANCE
All orders placed through the website are subject to acceptance and availability. We reserve the right to refuse, limit or cancel any order at our discretion, including where we suspect misuse, resale activity or inaccurate information.
SECTION 6 – PRICING & PROMOTIONS
Prices are displayed on the website and may change from time to time. From time to time, promotional offers or discounts may apply. These are commercial incentives and do not affect the underlying nature of the product or the customer agreement. HearWell does not operate a structurally low-value or budget product model.
SECTION 7 – PAYMENT
Payment is processed securely at checkout using third-party payment providers. To provide a smooth customer experience, HearWell may facilitate payment processing and order administration in connection with products supplied by its manufacturing partners.
SECTION 8 – SHIPPING & DELIVERY
Products are shipped directly to customers using tracked delivery services. Delivery timeframes provided on the website (typically 4–7 business days) are estimates only and not guaranteed. HearWell is not responsible for delays caused by carriers, customs authorities or circumstances beyond its reasonable control.
SECTION 9 – RETURNS & REFUND POLICY
9.1 Statutory Rights and Hygiene Exception
Under the UK Consumer Contracts Regulations 2013, customers normally have the right to cancel an online purchase within 14 days. However, this statutory right does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, once they have been unsealed after delivery.
This includes in-ear hearing aids and any components that enter the ear canal, where reuse would be medically inappropriate.
If a customer opens, uses, or tries the hearing aid — or any sealed component that enters the ear — returns cannot be accepted for hygiene and health protection reasons, except where required by law in the case of a confirmed product defect.
9.2 HearWell’s Voluntary 45-Day Better Hearing Guarantee
To support customers beyond the legal minimum, HearWell offers a voluntary 45-Day Better Hearing Guarantee for eligible purchases.
This is a commercial guarantee and not a “no-questions-asked” refund. It is subject to reasonable conditions, including:
- The product must be trialled in good faith, including correct fitting, ear tip selection, proper mode usage and an appropriate adaptation period, in line with the user guide and support materials.
- The hearing aid must be intended for mild to moderate hearing loss, as clearly stated in the product listings. Use outside this scope (such as severe hearing loss or unrelated medical conditions) is not covered.
- Customers must engage with our support team during the 45-day period if difficulties arise, to allow troubleshooting and assistance.
- Any approved return must include all original components, accessories and packaging in re-sellable condition, unless otherwise agreed.
This guarantee is designed for customers with mild to moderate hearing loss who experience the product as intended and provides benefits beyond minimum legal requirements.
9.3 Refund Amounts, Deductions and Costs
If a return is approved under the Better Hearing Guarantee, refunds may be partial or full depending on usage, condition and resale potential.
The following may apply:
- Reasonable restocking or cleaning fees, in line with hygiene handling protocols.
- Return shipping costs, which are generally the customer’s responsibility unless explicitly waived as a goodwill gesture.
- Non-refundable shipping or handling charges, where applicable.
9.4 Product Suitability Declaration
By placing an order, customers confirm that they have mild to moderate hearing loss suitable for the products offered.
Use outside the intended scope may void commercial guarantees, without affecting statutory rights relating to defective goods. We recommend professional consultation before purchase where appropriate.
9.5 Grounds for Refusing a Return
HearWell reserves the right to refuse a return or refund in cases including, but not limited to:
- No fault is found and the product has been used contrary to the guidance or outside its intended use.
- The product is returned late, without prior agreement, or in damaged, incomplete or unsanitary condition.
- The customer does not engage with our care team or refuses reasonable troubleshooting steps.
- A return is requested solely due to preference (for example cosmetic or handling preference) after the product has been used.
We aim to treat all refund requests fairly, respectfully and consistently, while applying policies equally across customers.
9.6 Goodwill Exceptions
In some cases, HearWell may, at its sole discretion, offer goodwill-based partial refunds even where legal or policy criteria are not met.
Such gestures are handled on a case-by-case basis and do not establish precedent.
9.7 How to Initiate a Return
To request a return, customers should contact our Customer Care team at support@gethearwell.co.uk, including their order number and a brief explanation.
We aim to respond within five working days of receiving a complete return request.
9.8 Cancellation After Dispatch and Refused Deliveries
Delivery timeframes (typically 4–7 business days) are estimates only and not guaranteed.
All orders include complimentary premium tracked shipping (indicative value £20).
If you cancel after dispatch or refuse delivery:
- Premium shipping (non-refundable): £20
- Carrier return charges (if refused or redirected): £20
- Warehouse reprocessing: £15
Total potential deduction: £55
If you cancel after accepting delivery:
- Premium shipping (non-refundable): £20
- Return shipping at your own cost (typically £15–20)
- Warehouse reprocessing upon receipt: £15
Total potential deduction: £35 (plus your return costs)
SECTION 10 – REPLACEMENTS & SUPPORT
If a product issue arises, HearWell may arrange a replacement or alternative solution as part of its customer support process. Any replacement supplied is intended to resolve the original purchase and does not constitute a new or separate purchase.
SECTION 11 – CHARGEBACKS, FRAUD & ABUSE
HearWell reserves the right to dispute chargebacks or refund claims that are inconsistent with order records, delivery confirmation or customer communications. In cases of suspected fraud or abuse, HearWell may restrict accounts, refuse service or report incidents to relevant parties.
SECTION 12 – DELIVERY, IMPORTS & SHIPMENTS
Products are shipped directly to customers from our manufacturing partners’ facilities, which may be located outside the United Kingdom. As with many international deliveries, shipments may be subject to customs processing by the relevant authorities or delivery partners. Any import-related charges assessed by customs authorities or carriers are determined independently of HearWell and are the responsibility of the recipient. HearWell does not control customs assessments or carrier policies and cannot guarantee that additional charges will not arise.
SECTION 13 – HOW HEARWELL OPERATES
HearWell works with specialised manufacturing and fulfilment partners to make hearing aids available directly to customers. Orders placed through this website are fulfilled by these partners, who manufacture and ship the products directly to customers. HearWell’s role is to operate the platform, manage the customer experience, provide guidance and onboarding, and coordinate order processing and after-sales support. HearWell does not manufacture the products and does not hold or ship inventory.
SECTION 14 – CONTRACTUAL FRAMEWORK
Orders placed through this website relate to products supplied by HearWell’s manufacturing partners. The purchase arrangement involves HearWell facilitating the order and customer support process, while products are supplied and dispatched by the relevant partner. Ownership of the products passes to the customer in accordance with the applicable supply and delivery arrangements. Nothing in these Terms affects a customer’s statutory consumer rights under applicable law.
SECTION 15 – LIMITATION OF LIABILITY
To the maximum extent permitted by law, HearWell shall not be liable for indirect or consequential losses arising from use of the website or products. Nothing in these Terms limits liability where such limitation is not permitted under UK law.
SECTION 16 – INDEMNITY
You agree to indemnify HearWell against losses arising from breach of these Terms or misuse of the website.
SECTION 17 – TERMINATION
We may suspend or terminate access to the website or services if these Terms are breached.
SECTION 18 – ENTIRE AGREEMENT
These Terms constitute the entire agreement between you and HearWell regarding use of the website and services.
SECTION 19 – GOVERNING LAW
These Terms are governed by and construed in accordance with the laws of England and Wales.
SECTION 20 – CONTACT
Questions regarding these Terms can be sent to support@gethearwell.co.uk.