Refund policy

This policy applies to orders placed with EarWell. Our hearing aids are sold with a 30-day at-home trial, because the only useful test of a hearing aid is wearing it in your own life.

30-day at-home trial

You have 30 days from the day your order is delivered to decide. If the devices are not right for you, we will refund them.

Returns must be authorised before you send anything back. Email trunghieutruongforwork@gmail.com with your order number and a short description of the problem, and we will reply with return instructions and the return address.

Items sent back without a return authorisation cannot be processed.

Condition of returned items

To be accepted, a return must include:

Both hearing aids (left and right)
The charging case and charging cable
The ear domes, cleaning brush and printed guide supplied in the box

The devices must be in working order. Normal signs of a genuine trial are expected and are not a problem. Water damage, physical damage from drops or crushing, and any device that has been opened or modified are not eligible for return.

Return shipping

Return shipping is paid by the customer, except where the item arrived damaged, defective, or was not the item you ordered — in those cases we cover the cost.

Please use a tracked service. Until a return reaches us it remains your responsibility, and we cannot refund a parcel that does not arrive.

Damaged, defective or incorrect items

If your order arrives damaged, has a manufacturing defect, or is not what you ordered, we will send a free replacement or issue a full refund — your choice.

Your order number
Clear photos or a short video of the item and the packaging
A short description of the problem

Refunds

Returns are inspected within 3 business days of arriving with us. Approved refunds are issued to the original payment method. Your bank or card issuer usually takes a further 5–10 business days to show the money.

Original shipping charges, where any were paid, are refunded only when the return is our fault.

Warranty

Separately from the trial, every order carries a 12-month warranty against manufacturing defects, starting from the date of delivery. A faulty unit is replaced rather than repaired.

The warranty does not cover water damage, physical damage, normal wear on ear domes and tubes, or devices that have been opened or modified.

Cancelling an order

If your order has not been dispatched yet, email us and we will cancel it and refund you in full. Once it has been dispatched, it becomes a return under the terms above.

Contact

EarWell — trunghieutruongforwork@gmail.com. We reply within 24 hours, Monday to Friday.