At NeuroHear, we are committed to providing top-quality auditory wellness technology. Please read our policy below regarding returns, order cancellations, exchanges, and refunds.
60-Day Return Policy
Our return policy lasts 60 days from the date you receive your product. If 60 days have passed since delivery, unfortunately, we cannot offer you a refund or exchange.
Eligibility Requirements for Returns:
- Functional Defects: To be eligible for a refund, your item must show proof of a functional defect or manufacturing fault.
- Original Condition: The item must be returned in its original packaging along with all included accessories, charging case, and ear tips.
- Proof of Purchase: A valid order number or receipt from theneurohear.com is required for all return requests.
Note: We do not offer refunds for simple change of mind. Special consideration may be granted in exceptional circumstances at our team’s discretion.
Non-Returnable Items:
- Gift cards
- Custom-made or personalized products
- Downloadable software or digital products
- Sanitary/intimate personal care items that have been opened or unsealed
Order Cancellations
Because we process and dispatch orders quickly, cancellations are strictly time-sensitive:
- Cancellations are only accepted within 60 minutes after an order is placed.
- Cancellations apply to full-priced items only.
- If you need to cancel your order, please email us immediately at [email protected] with your order number. Once an order enters fulfillment, it cannot be canceled.
Exchanges
We only replace items if they are defective or damaged upon arrival. If you need to exchange your unit for the exact same item, please send an email to [email protected] with details and video/photo evidence of the issue.
How to Initiate a Return
- Contact Support: Email [email protected] with your order number, proof of purchase, and details/evidence of the defect.
- Receive Authorization: Our team will review your request and provide return instructions if approved.
- Ship Your Item: Package the product securely in its original packaging and send it to our designated return center.
Return Shipping Costs
- Customer Responsibility: You will be responsible for paying your own shipping costs when returning an item. Shipping fees are non-refundable.
- Deductions: If a refund is issued, original or return shipping charges will be deducted from your total refund amount.
- Tracking & Insurance: If you are shipping an item valued over $10, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of un-tracked returned parcels.
Refund Processing
Once your returned package is received and inspected at our facility:
- We will send you an email confirming receipt of your item.
- We will notify you of the approval or rejection of your refund based on item condition.
- Approved Refunds: A credit will automatically be applied to your original payment method within 5 to 10 business days, depending on your financial institution.
Late or Missing Refunds
If you have not received your approved refund after several business days:
- Check your bank account or credit card statement again.
- Contact your credit card company or bank; processing times vary before a refund officially posts.
- If you have completed all of these steps and still have not received your refund, please reach out to us at [email protected].