Refund & Return Policy

Clear Hearing — clear-hearing.com Last updated: August 24, 2026

This policy explains our 60-Day Better Hearing Guarantee, our 1-year warranty, and exactly how returns and refunds work. It applies to customers in the United Kingdom and the United States.

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1. 60-Day Better Hearing Guarantee

We want you to hear better — that is the whole point. Every Clear Hearing device is covered by a 60-day Better Hearing Guarantee, starting on the day your order is delivered.

If, after genuinely wearing your hearing aids, you do not notice an improvement compared with wearing nothing, contact help@clear-hearing.com within 60 days and we will arrange a return and refund.

What counts as a genuine trial. Your brain needs time to adapt to amplified sound — most people need one to two weeks of daily use. We ask that you wear the devices regularly during the trial, in real situations: conversations, television, phone calls, shops and social settings. Before requesting a return, please also try the other dome sizes included in the box, since most complaints about whistling or discomfort are a dome-fit issue we can solve in one email.

What the guarantee is measured against. The guarantee compares your hearing with Clear Hearing against your hearing without any hearing aid. It is not a comparison against a different brand, a previous device or a clinic-fitted prescription product.

2. What Is Not Covered by the Guarantee

The guarantee does not apply where:

• The devices were not used enough for adaptation to occur;
• The complaint is about personal preference only — colour, size of the shell, firmness of a button;
• The hearing loss is severe or profound, or is a type our devices are not designed for (see Section 10);
• The devices were damaged by misuse, water beyond the stated resistance, drops, or unauthorised repair.

3. Items That Cannot Be Returned

For hygiene and safety reasons, the following are final sale:

• Replacement ear domes and ear tip sets;
• Cleaning kits, drying boxes and sanitising accessories;
• Extended warranty and protection plans, once activated;
• Gift cards.

These items are only replaceable if they arrive damaged, defective or incorrect.

4. How to Start a Return

1. Email help@clear-hearing.com with your order number and a short description of the problem. Many issues — whistling, sound that seems too sharp, a hollow own-voice — are solved the same day with a different dome or a setting change, at no cost to you.
2. If a return is the right outcome, we send you a written return authorisation and the correct return address for your region (UK returns go to our UK facility, US returns to our US facility).
3. Send the devices back using a tracked service, in the original box, with the charging case, cables, domes and accessories included.
4. Reply with the tracking number so we can follow the parcel.

Returns sent without prior authorisation, or to an address we did not provide, cannot be processed and may be refused by the receiving facility.

5. Return Shipping and Possible Deductions

Return postage is the customer's responsibility unless the item arrived damaged, defective or incorrect.

In some situations we deduct the direct costs we have already paid from the refund. When that applies, we tell you the exact amount in writing before processing:

• Outbound tracked, insured shipping already paid on the order;
• Carrier charges for a parcel that was refused at the door or returned undelivered;
• Warehouse reprocessing, inspection and repackaging;
• Clinical-grade sanitisation of a used device, where required to make it safe to handle.

We do not charge a general restocking fee, and we never deduct more than the actual cost incurred.

6. Damaged, Defective or Incorrect Items

Inspect your order on arrival. If anything is damaged, defective or not what you ordered, email help@clear-hearing.com within 7 days of delivery with your order number and clear photos or a short video. We will send a free replacement or issue a full refund, and we cover all shipping in both directions.

7. 1-Year Warranty

Every Clear Hearing hearing aid carries a 1-year warranty against manufacturing defects, running from the delivery date.

Covered: faults in materials or workmanship — a device that stops charging, a speaker that fails, a defective microphone, a charging case that will not hold power.

Not covered: normal wear on domes, filters and cables; water damage beyond the stated resistance rating; drops, crushing, pet damage and other accidental damage; loss or theft; devices opened or repaired by anyone other than us.

To make a warranty claim, email help@clear-hearing.com with your order number and a description or video of the fault. Approved claims are resolved by repair or replacement, at our option. Warranty replacements continue the original warranty period; they do not start a new one, and they are not covered by a fresh 60-day guarantee.

8. Order Changes and Cancellations

Orders can be changed or cancelled free of charge within 12 hours of purchase, provided they have not entered fulfilment. After that, the order is already being packed — you can still return it under Section 1 once it arrives.

Email help@clear-hearing.com with your order number and "CANCEL" in the subject line.

9. Refused, Unclaimed and Undeliverable Parcels

Please do not refuse delivery. Refused, unclaimed or abandoned parcels are frequently not returned to our facilities, and in those cases the order may not be eligible for a full refund.

If a parcel comes back to us because of an incorrect or incomplete address entered at checkout, we will either reship it (reshipment cost charged to the customer) or refund the order value minus the shipping and handling already incurred, once the parcel is physically received.

The correct route is always: accept the delivery, then request a return authorisation under Section 4.

10. Suitability and Medical Matters

Clear Hearing devices are over-the-counter hearing aids intended for adults aged 18 or over with perceived mild to moderate hearing loss (roughly 10–70 dB). They are not intended for children, for severe or profound hearing loss, or as a substitute for care from an audiologist or physician.

Please consult a doctor before buying, and do not rely on our guarantee as a medical assessment, if you have: sudden or rapidly worsening hearing loss; hearing loss in only one ear; pain, drainage or bleeding from the ear; dizziness or vertigo; a history of ear surgery or a visible deformity of the ear; or a sensation of a blocked ear that may be earwax.

If a device is unsuitable because of one of these conditions, the 60-day guarantee still lets you return it — we simply cannot advise you on the medical side.

11. Parcels Lost or Stolen After Delivery

Once a carrier records a parcel as delivered to the address given at checkout, responsibility passes to the customer, and theft after delivery is not refundable.

If tracking says "delivered" and you cannot find the parcel, contact us within 7 days. We open a carrier investigation, and in exceptional cases we may send a one-time goodwill replacement. A goodwill replacement is not covered by the 60-Day Better Hearing Guarantee and is not itself refundable.

12. United Kingdom and European Union — 14-Day Right to Cancel

Consumers in the UK and the EU have the statutory right to cancel an order within 14 days of receiving it, without giving a reason, under the UK Consumer Contracts Regulations 2013 and equivalent EU law. Email us within those 14 days; you then have a further 14 days to return the goods, at your cost, and we refund within 14 days of receiving them.

This statutory right sits alongside — and is more limited in time than — our 60-day guarantee. Nothing in this policy affects your rights under the Consumer Rights Act 2015 for goods that are faulty, not as described or not fit for purpose.

13. Refunds

Returns are inspected within 5–7 business days of arrival at our facility. We email you the decision, then issue approved refunds to the original payment method within 10 business days. Banks and card issuers can take a further 5–15 days to post the amount to your statement.

14. Chargebacks and Payment Disputes

Please email help@clear-hearing.com before disputing a charge with your bank — nearly everything is resolved within a day, far faster than a dispute.

Chargebacks raised on orders that were delivered, refused or abandoned are contested with carrier tracking, order records and this policy as evidence. Raising a chargeback does not cancel your obligation to return a device you have received.

15. Contact

Clear Hearing Wilsons Business Park Centre, Manchester, M40 8WN, United Kingdom Email: help@clear-hearing.com Support hours: Monday to Friday, 9:00 AM – 6:00 PM (UK time) Average response time: within 24 business hours