1. Eligibility for Returns & Refunds

• 30-Day Window: Request returns/refunds within 30 days of delivery.
• Condition: Items must be unused, in original packaging with tags, accessories, and documentation intact.
• Exceptions:
  • Final-sale items (marked “Non-Returnable”).
  • Customized products (e.g., personalized hearing aids).
  • Opened or damaged items due to customer misuse.

2. How to Initiate a Return

2.1 Step-by-Step Process

1. Contact Support: Email [email protected] with your order number and reason for return.
2. RMA Number: We’ll issue a Return Merchandise Authorization (RMA) within 2 business days.
3. Tracking: Use a traceable shipping method (we recommend insuring high-value items).

2.2 Return Shipping Costs

• Customer Responsibility: Unless the return is due to:
  • Our error (wrong item, defective product).
  • Damages during shipping (provide photo evidence).
• International Returns: Buyers cover import duties/taxes for returns (if applicable).

3. Refund Processing

3.1 Inspection & Approval

• We’ll inspect returned items within 5 business days of receipt.
• Refunds are issued to the original payment method within 3–7 business days of approval.

3.2 Refund Exceptions

• Partial Refunds: If items are missing accessories or show signs of use, we may deduct costs.
• Payment Processing Delays: Banks/credit card companies may take 5–10 days to reflect refunds.

4. Damaged or Defective Items

• Report Within 7 Days: Contact us immediately with photos of damages/defects.
• Resolution Options:
  • Free replacement (if in stock).
  • Full refund + return shipping reimbursement.

5. International Orders

• Customs & Duties: Buyers are responsible for any import taxes/duties on returns (check your country’s policies).
• Shipping Time: International returns may take 2–4 weeks to arrive (depending on location).

6. Exchanges vs. Refunds

• Exchanges: Request via the same returns process (see [Exchange Policy]).
• Refund After Exchange: If replacement items are unavailable, we’ll issue a full refund.

7. Order Cancellations

• Before Shipment: Cancel orders within 24 hours via support email for a full refund.
• After Shipment: Follow standard returns process once the package is delivered.

8. Contact Us for Returns

• Email: [email protected]
• Support Hours: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

9. Policy Compliance

• This policy complies with:
  • GDPR (for EU customers).
  • Consumer Rights Act (for UK customers).
  • FTC regulations (for US customers).

10. Updates to This Policy

We may revise this policy periodically. Changes will be posted here, and significant updates will be notified via email to registered users.