Returns and Refunds
Returns and Refunds: Hearing Aid 45-Day Policy
In addition to your rights under the Australian Consumer Law, should you be dissatisfied with a hearing aid purchased, you are entitled to return the hearing aid and receive a full refund of the cost of the hearing aid within forty-five (45) days from the date of supply, provided that:
a. You return the hearing aids with proof of purchase and in the original undamaged packaging; and
b. The hearing aids are in good condition; not damaged by use and in proper working order.
Trusted Hearing will not accept returned hearing aids and provide a refund where you, a third party, or and act outside of human control have caused the hearing aids to become of unacceptable quality or you have failed to take steps to prevent the hearing aids from becoming of unacceptable quality, or the hearing aids have become damaged or destroyed by use while in your possession.
If a pair of hearing aids are ordered and fitted and one hearing aid is returned, you are entitled to a refund of the difference between the single hearing aid and pair of hearing aids selling price.
Refunds will be paid by direct credit into a bank account, or to the same credit card used in the purchase of the returned items.
This policy excludes non-hearing aids such as, but not limited to, assistive learning devices and accessories. The cost of services associated with fitting and adjustment appointments already supplied, is not refundable under this policy.
This policy also excludes clients serviced under the Hearing Services Program (HSP). For details of terms and conditions for HSP clients, please refer to your HSP device quote.
Change of mind returns and refunds for goods are subject to the discretion of Trusted Hearing.
Warranty Period
All hearing aids purchased from Trusted Hearing come with a standard 3-year manufacturers’ warranty commencing on the date they are supplied (individual manufacturer conditions apply).
All other related products, such as accessories, purchased from Trusted Hearing, come with a standard 1-year manufacturers’ warranty from the date they are supplied (individual manufacturer conditions apply).
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Our hearing aid warranty covers repairs due to the failure of the device. If defects are covered under this warranty, we will arrange for the manufacturer to repair the defective hearing aids and return them to you. Initial shipping costs to us are not covered, and you are responsible for these charges.
This warranty is valid for three years from the date of supply and only applies to the hearing aid instrument under normal use conditions. Misuse, loss, or unauthorised repairs void the warranty.
Warranty Exclusions:
Repair or replacement of consumables such as ear moulds, receivers, thin acoustic tubes, or domes.
Damage due to accident, misuse, neglect, or use under abnormal conditions.
Improper maintenance, unauthorised repairs, modifications, or use contrary to provided instructions.
Lost hearing aids.
Use of non-manufacturer parts.
To the extent permitted by law, Trusted Hearing is not liable for any consequential, indirect or incidental loss or damage whatsoever related to our products that are not expressly provided under this warranty, and the liability of Trusted Hearing is limited to the repair or replacement of defective products by us.
To claim under this warranty, please contact Trusted Hearing in-clinic or by telephone or email. Where a warranty claim is required, you are responsible for the delivery of your hearing aids to Trusted Hearing.