Refund policy
We want you to feel completely confident trying The Hearing Co.
Every order includes a 60 Day Risk-Free Trial and a 1 Year Limited Warranty, which starts the day your hearing aids arrive.
If your hearing aids aren’t the right fit for you, our support team will work with you to troubleshoot and help you get the best performance possible.
If they still aren’t the right fit after troubleshooting, you may request a return within the 60 day risk-free trial period.
Important: Returns must be authorized by our support team before sending your hearing aids back. Returns sent without authorization will not be accepted.
Refunds will only be issued to the payment method used at time of purchase. We cannot issue refunds by bank transfer, check, cash, or any other payment methods. Thank you for your understanding.
RETURNS WITHIN 60 DAYS
If you are within the 60 Day Risk-Free Trial period, you may request a return.
To qualify for a refund, you must meet the refund eligibility requirements in the 'REFUND ELIGIBILITY' section below.
Before approving a return, our support team will request a phone or video call troubleshooting session to help resolve the issue.
Many hearing aid issues can be solved quickly through adjustments, cleaning, or setup guidance.
Our goal is always to help you get the best hearing experience possible first.
Once a return is approved, we will provide instructions for sending your hearing aids back.
Customers are responsible for return shipping costs.
After the return is received and inspected, refunds are typically processed within 3–5 business days.
Refunds will only be issued to the payment method used at time of purchase. We cannot issue refunds by bank transfer, check, cash, or any other payment methods. Thank you for your understanding.
REFUND ELIGIBILITY
To qualify for a refund under our 60 Day Risk-Free Trial, the following conditions must be met:
• The hearing aids must be returned in their original packaging
• All included accessories must be returned (charging case, cable, brush, earbuds, tools, etc.)
• The hearing aids must be in working condition
If a hearing aid is determined to have a manufacturing defect, a free replacement will be sent under our warranty, instead of a refund.
However, refunds will not be issued if the hearing aids show signs of:
• Physical damage
• Water exposure
• Wax buildup or poor maintenance
• Unauthorized modifications
Your return must also include your order number. Returns received without an order number may experience processing delays.
MANUFACTURING DEFECTS
A manufacturing defect refers to a fault in materials or workmanship that causes the hearing aids to not function as intended under normal use.
Examples of manufacturing defects include:
• Hearing aids that do not power on or charge out of the box
• Devices that fail to hold a charge under normal use
• No sound or extremely low output despite proper setup
• Distorted or inconsistent sound caused by internal malfunction
• Buttons or controls not functioning properly
• Charging case not working correctly (not charging devices as intended)
• Wireless connectivity failures not caused by user setup or environment
Manufacturing defects must be reported within 7 days of delivery.
To report a defect, customers must contact support@thehearing.co and provide:
• A clear description of the issue
• Photo or video evidence showing the defect
All defect claims are subject to inspection and verification by our team.
If a manufacturing defect is confirmed, the product will be repaired or replaced under warranty. Refunds will not be issued for manufacturing defects.
Issues caused by physical damage, water exposure, wax buildup, improper maintenance, or user error are not considered manufacturing defects.
NON-REFUNDABLE ITEMS
The following items and fees are non-refundable:
• Shipping fees
• Accessories missing from the returned order
• Any accessories not included with the hearing aid packaging, whether opened or not
• Our lifetime membership, once any perks have been used
• Any months of our monthly membership already paid for, whether perks have been used or not
• Any months of our monthly lifetime warranty & loss insurance already paid for, whether perks have been used or not
These items are non-refundable regardless of whether a return is approved under our 60 Day Risk-Free Trial.
RETURNS AFTER 60 DAYS
Returns requested after the 60 day risk-free trial period are not eligible for a refund.
RETURN PROCESS
1. Contact us via email at support@thehearing.co to begin the return process.
2. We will send you a Return Merchandise Authorization (RMA). If you are eligible for a return, you will receive your RMA, along with our return address.
3. Make sure to write both your order number and RMA number on the box / envelope you’re using to return our hearing aids. DO NOT write on the original hearing aid packaging.
4. To verify your return, take a photo of the box or envelope you used with the shipping label clearly visible and email it to us at support@thehearing.co. Make sure the tracking number, order number, and RMA number are clearly visible in the photo for verification. Without these numbers being visible, your refund request will be denied.
5. After verifying your return, we will issue you a refund immediately.
Important: When starting a return, we will send you our return address. If you return your order to any address besides the one we provide, your return will be denied.
Refunds will only be issued to the payment method used at time of purchase. We cannot issue refunds by bank transfer, check, cash, or other payment methods. Thank you for your understanding.
RESPONSIBILITY FOR RETURN SHIPPING COST
We kindly ask customers to cover all costs associated with returning their original order to receive a refund or replacement.
EXCHANGES
If your hearing aids are not the right fit for you, we may recommend exchanging them for a different model instead of returning them.
Exchange requests must be made within the 60 Day Risk-Free Trial period.
Before approving an exchange, our support team will work with you to troubleshoot and determine whether a different model may better suit your needs.
If an exchange is approved, we will provide instructions for returning your original hearing aids.
The original hearing aids must be returned in their original packaging with all included accessories before the replacement model is sent.
Customers are responsible for return shipping costs.
If the replacement model has a higher price, the customer will be invoiced for the difference.
If the replacement model has a lower price, a refund of the price difference will be issued.
Exchanges are limited to one per order during the 60 Day Risk-Free Trial period.
WARRANTY, INSURANCE & MEMBERSHIP
FREE 1 YEAR LIMITED WARRANTY
All hearing aids purchased from The Hearing Co. include a 1 Year Limited Warranty beginning on the date your order is delivered.
If your hearing aids experience a manufacturing defect, we will repair or replace them free of charge.
The warranty does not cover:
• Physical damage
• Water exposure
• Wax buildup or poor maintenance
• Unauthorized modifications
For devices damaged outside of warranty coverage, we're happy to issue replacements, however there will be a replacement fee depending on the model:
• Mini Models: $100
• Pro Models: $125
• Max Models: $150
LIFETIME LIMITED WARRANTY & LOSS INSURANCE
Our lifetime warranty & loss insurance is completely optional and available for $39.95, or $4.95 a month.
Our $39.95 warranty & loss insurance is valid from the day you order our hearing aids, to the day you no longer use them. Our $4.95 a month warranty & loss insurance is valid until the subscription is cancelled.
Unlike our free 1 year limited warranty, our lifetime warranty & loss insurance covers all causes of damage and loss. In the event your hearing aids are damaged or lost, we will issue 1 free replacement.
After your first free replacement, we're happy to issue further replacements, however there will be a small fee ($120) charged in order to partially cover our costs.
The lifetime warranty & loss insurance is non-transferrable and applies only to the specific hearing aids it was purchased for.
LIFETIME & MONTHLY MEMBERSHIP
Our membership is completely optional and available for a one time payment of $297 (for our lifetime membership) or a monthly payment of $47 (for our monthly membership).
The lifetime membership is refundable up until any of it's perks have been used. Once used, the lifetime membership is non-refundable.
The monthly membership is cancellable at any time, however, any payments already made are non-refundable.
Both memberships offer the same perks, with the following terms & conditions:
Customers can request up to one replacement per month. Replacements reset each month and do not carry over if unused.
Customers are able to upgrade to different models, but can only receive one upgrade per model. Customers can request up to one upgrade per month.
All accessories, replacement parts, and consumables are available at a 50% discount, with free shipping. Customers can request up to one of each product, up to once per month. If the product is consumable, up to a month's supply can be requested.
The price to upgrade or replace any model of hearing aids is $99 per occurrence.
ORDER CHANGES & CANCELLATIONS
Order changes and cancellations are accepted until 9:59 PM EST on the same day the order was placed.
If you’d like to change or cancel your order, email us as soon as possible at:
After 9:59 PM EST, we are no longer able to modify or cancel your order before shipment.
LATE CANCELLATIONS
Any requests to cancel after 9:59 PM EST on the same day you placed your order, up until 1 day before your order has arrived, is considered a late cancellation.
In order to qualify for a refund on a cancelled order, our hearing aids must be in their original packaging, unopened, with the seal intact.
Once an order arrives, it is no longer able to be cancelled, and instead, falls under our 60 day risk-free trial.
LATE ORDER CHANGES
Any requests to change your order after 9:59 PM EST on the same day you placed your order, up until 7 days after your order has arrived, is considered a late order charge.
Late order changes are accepted, but the original order must be in it’s original packaging, unopened, with the seal intact. We’ll then kindly ask you to ship your order back to us before we send you the correct order.
If the correct order value is higher than your original order, you will be invoiced. If the correct order value is lower than your original order, you will be refunded.
SHIPPING & DELIVERY ISSUES
In the unlikely event your order gets lost or damaged in transit, we'll immediately issue you a free replacement as you're covered by our insured shipping. However, we will not issue refunds for orders that have been lost or damaged in transit.
In cases where an order has a failed delivery attempt due to the customer inputting an incorrect / incomplete address at checkout, refusing delivery, or any other situations in which the customer is at fault, we will not issue a refund. However, we may issue a free replacement at our discretion.
In cases where an order has a failed delivery attempt due to where we're at fault, either a refund or free replacement will be processed.
POLICY CHANGES
The Hearing Co. reserves the right to change their return, refund and replacement policy at any time without alerting their customers first.