RETURNS AND REFUND POLICY FOR OVER-THE-COUNTER AND ONLINE PRODUCTS
1) Your right to cancel (14‑day cooling‑off for online orders)
For most products bought online, you have 14 calendar days from the day after delivery to tell us you want to cancel your order—no reason needed. Once you’ve told us, you then have another 14 days to send the items back. We’ll refund you within 14 days of receiving the returned goods.
This cooling‑off right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
How to cancel:
Email hearcare@hearing-sound.co.uk or use the cancellation form on the email you received from us when purchasing the goods, clearly stating your order number and the items you’re returning.
What you can return (and exceptions):
You can return most new, unused items. The following are exceptions under UK law, where your 14‑day cancellation right may not apply (or only applies if items are faulty):
Custom-made or personalised items (e.g., monogrammed products).
Perishable goods (e.g., food or flowers).
Customers are required to contact Hearing Sound to request to return an item for refund within 14 days of purchase and arrange return of item within 21 days of Hearing Sound acknowledging the request.
Return for refund:
In order to request a refund the product must be returned to Hearing Sound, in all cases items must be complete, in as-new condition and correctly packed for shipment. Unsaleable items will not be credited.
How to request a refund:
Email Hearcare@hearing-sound.co.uk clearly stating your order number and tell us the issue with the item
Proof of Delivery:
Until returned items are received by Hearing Sound Ltd, such items remain the customer’s responsibility. In the rare case that items become lost in transit or in case of dispute, Hearing Sound Ltd reserves the right to insist on signed proof of delivery (POD) as proof of receipt by Hearing Sound. While incidence of postal and courier error are low, we cannot accept proof of dispatch as proof of receipt, and recommend that customers use standard mail services for packages of appropriate value.
Packing & Damage in Transit
Hearing Sound accept no liability for loss or damage to customers’ returned goods in transit. Customers are advised to ensure goods are properly packed and insured before dispatch, using a proof of delivery service.
