Return policy

Our Promise to You

At Vitalhearingaids, we want you to feel confident in your purchase. Hearing aids are personal medical devices and may require a short adjustment period while your ears and brain adapt to amplified sound.

For this reason, we offer a 30-Day Money Back Guarantee. This allows you to try your hearing aids in everyday situations such as conversations, watching television and social settings.

This 30-day guarantee is a voluntary commercial policy provided in addition to your rights under UK consumer law, including the Consumer Rights Act 2015.

Your Legal Rights Explained (UK Customers)

Under the Consumer Contracts Regulations 2013, most goods purchased online can normally be cancelled within 14 days.

However, Regulation 28(3)(a) provides a hygiene exemption for sealed goods that are not suitable for return once opened. Because hearing aids are in-ear medical devices, once opened and used they may be exempt from the automatic 14-day cancellation right.

In simple terms:

• Unopened, sealed products may be cancelled within 14 days.
• Opened and used in-ear hearing aids may not qualify for automatic cancellation due to hygiene and health protection reasons.

Our 30-Day Money Back Guarantee extends beyond the minimum legal requirement, allowing you additional time to test the product under the reasonable conditions outlined below.

Nothing in this policy removes or limits your statutory rights.

Who Our Devices Are Designed For

VitalHearingAids devices are designed for individuals with mild to moderate hearing loss in everyday listening environments.

They are not intended to replace prescription hearing aids or treat severe or profound hearing loss.

Our 30-Day Guarantee compares the benefit of using our hearing aids versus not wearing hearing aids at all. It does not compare performance against NHS or prescription devices.

If you are unsure about your hearing level, we recommend consulting a qualified audiologist before purchase.

Adjustment Period

Most users require between 7–14 days of consistent wear to adapt fully.

During the first few days you may notice:

• Background sounds becoming more noticeable
• Your own voice sounding slightly different
• Environmental sounds appearing louder than expected

This is a normal part of the hearing adaptation process and typically improves with regular use.

We encourage consistent daily wear before deciding whether the device is suitable.

What Qualifies for a Return Under the 30-Day Guarantee

To be eligible for a refund under our 30-day policy:

• The request must be made within 30 days of delivery
• The hearing aids must have been genuinely trialled in everyday use
• A reasonable adjustment period should have been allowed
• Our support team should have been contacted if issues arose
• Fitting instructions and dome sizing guidance should have been followed

Returns requested after only minimal testing or without a genuine trial period may not qualify for a full refund.

What Is Not Considered a Product Fault

The following situations are not automatically considered manufacturing defects:

• Change of mind
• Preference for a different brand
• Comparisons to higher-powered prescription devices
• Hearing loss outside intended product scope
• Fit issues where alternative dome sizes have not been trialled
• Damage caused by moisture, dropping, misuse or poor maintenance
• Excessive wax build-up due to lack of cleaning

Where appropriate, our support team will always attempt troubleshooting before authorising a return.

How to Start a Return

1. Email us at help@vitalhearingaids.com with your order number and a clear explanation of the issue.
2. Wait for written return authorisation and instructions.
3. Send the item using a tracked delivery service and provide tracking details.

Returns sent without prior written approval cannot be accepted.

Important Notice About Return Addresses: Some parcels may display UK logistics or routing hub addresses on the shipping label. These addresses are used by carriers for import processing or redirection purposes only.

They are not VitalHearingAids return facilities. Returns sent to any address shown on the outer parcel label without written authorisation cannot be located, processed or refunded.

Always use the official return address provided by our support team.

Return Conditions

• Hearing aids must be clean and undamaged
• All original packaging, accessories and manuals must be included
• The return must be requested within 30 days of delivery

For hygiene and safety reasons:

• Ear domes and wax guards are non-refundable
• A £15 hygiene and sanitation fee may be deducted from approved refunds

This deduction covers non-resellable accessories and professional sanitation handling.

Returns showing misuse, moisture exposure or physical damage may be subject to partial refund after inspection.

Return Shipping

• Return postage costs are the customer’s responsibility unless a confirmed manufacturing defect is verified.
• We strongly recommend using a tracked service. Returned goods remain the sender’s responsibility until safely received and inspected.
• All authorised returns are processed at our certified overseas inspection facility in China, where returned devices are professionally inspected, tested, and sanitised before any refund is approved.
• Customs delays are outside our control.

Faulty or Damaged Items

• If your item arrives damaged or faulty, please notify us within 24 hours of delivery.
• Once a manufacturing defect is verified, we will offer repair, replacement or refund in accordance with UK consumer law.
• Normal wear, wax accumulation or moisture damage are not considered manufacturing defects.

Refund Processing

Once your return is received and inspected, approved refunds are processed within 10 working days. Banks may take additional time to reflect the refund in your account.

If more than 15 working days have passed since approval, please contact us at help@vitalhearingaids.com.

Chargebacks & Payment Disputes

We kindly ask that you contact us before opening a chargeback or payment dispute. Most concerns can be resolved quickly and fairly through direct communication.

Opening a chargeback:

• Transfers the case to your bank or card issuer
• May temporarily reverse the transaction
• Places funds on hold
• Extends the resolution timeline
• Does not automatically guarantee a refund

Disputes are assessed based on proof of delivery, communication history, compliance with return instructions and inspection findings.

We remain committed to resolving matters professionally and encourage customers to work with us directly wherever possible.

Need Assistance?

If you have any questions about your order or this policy, please contact help@vitalhearingaids.com. Our team is here to help.