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Refund Policy

Refund & Returns Policy

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Last updated: 06/06/2026

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We want you to feel confident in your hearing aid purchase. This policy explains your rights and our procedures in line with UK consumer law.

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1. Your Right to Cancel (Consumer Contracts Regulations 2013)

  • You have the right to cancel your order within 14 days of receiving your goods for any reason.

  • We extend this right to 30 days from the date of delivery for added peace of mind.

  • To cancel, you must notify us in writing (email or letter) within this period.

 

2. Condition of Returned Items

  • Products must be returned in their original condition, with all packaging, manuals, and accessories.

  • Custom-moulds are exempt from cancellation unless faulty and a refund will not be issued for these items. Custom moulds are charged at £75 per mould

 

3. Faulty or Misdescribed Goods (Consumer Rights Act 2015)

  • If your hearing aid is faulty, not as described, or unfit for purpose, you are entitled to a repair, replacement, or full refund, minus a £50 admin fee per hearing aid returned. Any accessories returned are not subject to an admin fee

  • Faults reported within 30 days of delivery qualify for a full refund.

  • After 30 days, we will offer a repair or replacement in line with your statutory rights.

 

4. Refund Process

  • Once we receive and inspect your returned item, we will confirm your refund eligibility.

  • Approved refunds will be issued to your original payment method within 14 days of receiving the returned goods.

  • Standard delivery charges will be refunded if the entire order is returned.

  • You are responsible for return postage unless the item is faulty or we made an error.

 

5. How to Return

  • Contact the company to inform us you wish to cancel your purchase

  • Send the item securely packaged to: Waveney Hearing Care, 2 Market Gates, Great Yarmouth, NR30 2BG or hand deliver the item and will acknowledge your return on your original itemised receipt 

  • When sending to us, we recommend using a tracked delivery service to ensure it safe arrival with us. We take no responsibility for items returned without a tracking method that do not arrive back to us

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6. Your Statutory Rights

    Nothing in this policy affects your legal rights under UK consumer law.

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