We want you to be completely satisfied with your purchase. TruHear offers a 60-day return policy, starting from the day you receive your product.
Return Eligibility
To qualify for a return or refund:
- Functional Defects: Items verified to have functional manufacturing defects are eligible for a full refund or exchange.
- Original Condition: Items must be returned in their original packaging with all included accessories.
- Proof of Purchase: A valid receipt or order confirmation number is required.
Please note: We do not offer refunds for simple change-of-mind purchases. Exceptional circumstances may be considered on a case-by-case basis.
Non-Returnable Items:
- Gift cards
- Custom-made items
- Opened personal hygiene or health care accessories (for sanitary reasons)
How to Initiate a Return
- Contact our support team at [email protected] within 60 days of receiving your item with your order number and proof of defect (e.g., photo or description).
- Our support team will guide you through the return address and instructions.
Refunds
Once your returned item is received and inspected, we will send you an email confirmation regarding the approval or rejection of your refund.
If approved:
- Your refund will be processed back to your original method of payment.
- Please allow 5 to 10 business days for the credit to reflect on your account.
Late or Missing Refunds:
- Check your bank or credit card account balance again.
- Contact your card issuer or bank—processing times can vary before a refund officially posts.
- If you’ve completed these steps and still haven’t received your refund, contact us at [email protected].
Order Cancellations
- Cancellations are only accepted for full-priced items within 60 minutes of placing your order.
- Because we process and dispatch orders rapidly, this timeframe is strictly enforced.
- To cancel, email [email protected] immediately with “CANCEL ORDER [Order Number]” in the subject line.
Exchanges
We only replace items if they arrive defective or damaged. If you need to exchange an item for the same model, please email [email protected].
Return Shipping Details
- Customers are responsible for paying their own return shipping costs. Shipping fees are non-refundable.
- If a refund is granted, any original shipping fees incurred will be deducted from your total refund amount.
- For returns valued over $10, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of un-tracked returned items.