Return & refund policy

At Claritytone, we want you to be completely satisfied with your purchase. We understand that our hearing solutions may not be the right fit for everyone. If you’re not fully satisfied with your hearing aids, you’re welcome to return them within 30 days of delivery for a refund or exchange.

30-Day Risk-Free Returns

You have 30 days from the date of delivery to try your hearing aids. If they’re not the right fit for you, please follow these steps to register your return:

  1. Contact our customer service team at help@claritytone.co.uk with your return request and provide a detailed explanation of the issue with the product including photos or video as evidence.
  2. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  3. Return the package to the provided return address and share the tracking information with us so that we can monitor its progress, we will not be responsible for lost or missing packages.

We do not accept returned items that were sent back directly without notifying us first.

Non-Claritytone items sent to our distribution center will be discarded upon receipt.

Conditions for Return

To qualify for a return under our 30-day money-back guarantee, the following conditions must be met:

  • The hearing aids must be clean, undamaged, and in good working condition
  • All original accessories, packaging, and manuals must be included
  • The return must be requested within 30 days of delivery

    • Because hearing aids require an adjustment period, we strongly encourage customers to use them for at least two weeks before deciding to return. This allows the brain and ears time to adapt to new sound processing.

    Hygiene & Safety Deduction

    For hygiene and safety reasons, some accessories, such as ear domes and wax guards, cannot be reused or resold once opened.
    A £15 deduction is applied to all approved returns to cover these non-resellable components.

Return Shipping

  • Return shipping costs are the responsibility of the customer unless the product is defective.
  • We recommend using a trackable shipping service for your peace of mind.

Note: All returns must be sent to our certified manufacturing and inspection facility in Hong Kong. This ensures that each returned device is properly tested, sanitized, and processed according to medical-grade standards before a refund is completed.
We understand this may differ from typical retail returns, which is why we clearly provide the return address and instructions during the return process.

Damaged or Faulty Items

Damaged or faulty items must be reported within 24 hours of delivery. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. Be sure to include your order number and a description or photo of the issue so we can evaluate it and make things right.

  • We will offer a free replacement or full refund once the issue is verified.
  • You won’t need to return the faulty item in most cases.

Customer remorse or Exchange

In this situation the customer must notify us within 30 days of delivery.

  • You will be responsible for paying the return shipping costs to ensure you get what you want, and make a separate purchase for the new item or request a full refund.
  • Our support team will guide you through the exchange process step by step.

Refund Policy

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at help@claritytone.co.uk.

Charge-backs & Dispute

Please contact us by e-mail before opening a merchant charge-back or payment dispute, as we can generally resolve the issue before that takes place. Opening charge-backs or disputes can unnecessarily prolong the resolution process and may incur additional fees or complications. Our dedicated customer support team is readily available to address any issues or provide assistance, ensuring a satisfactory outcome. We value your satisfaction and appreciate your cooperation in reaching out to us directly before resorting to charge-backs or disputes.

We understand that returns & refunds policy can be inconvenient, but we are committed to ensuring that our customers are satisfied with their purchases.

Need help ?

If you’re unsure whether your device is still under warranty or want to speak with someone about a concern, our support team is here to help. Just reach out via our contact page or email us directly at help@claritytone.co.uk.