Our Refund & Returns Policy

• When you post a product to make a return, it can take up to 14 days of your returning the item(s) to receive your refund as it can take up to 5 days for the bank to transfer the funds to you. 
• If your order hasn't been dispatched yet, we will process the refund within 3 days but it may still take an additional 5 days for the bank to transfer the funds to you.
• Please return the unused or faulty product to us within 30 days of receiving your order. Once returned, we’ll refund the person who originally placed and paid for the order.
• Items not received, missing or faulty must be reported within 30 days of placing your order.

• We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:
• Products which have been personalised for you, 
• Made to measure products such as loupes that have been specially customised for your eyes.
• Anything where the packaging is missing or damaged as we are re-sellers and can't repackage items for resale.

• If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 30 days of purchase.
• If you return your item, we'll refund the original debit, credit or other online payment method used to purchase.
• It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused.
• Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange.
• If you are only returning some of the items on your order, then we will only refund the cost of those items.
• This does not affect your statutory rights.

• If your booking is cancelled more than 4 calendar weeks prior to the course start date, no fee applies.
• If your booking is cancelled 2-4 calendar weeks prior to the course start date, 50% of the fee will be retained. 
• If your booking is cancelled less than 2 calendar weeks prior to the course start date, 100% of the fee will be retained.

Course bookings may be cancelled by contacting us on info@thehearinglabstore.co.uk. All cancellations must be done via email.

• We want you to be happy with your purchase but if you're not, please return the unused product to us within 30 days of receiving your order.
• When you post a product to make a return, it can take up to 14 days of your returning the item(s) to receive your refund as it can take up to 5 days for the bank to transfer the funds to you. 
• If you have a faulty items, please call the store on 0151 662 0292 from 9am - 5pm weekdays.
• If the faulty item is made by DeVilbiss, then DO NOT post the item as you can arrange a collection by completing a form. You'll need to email info@thehearinglabstore.co.uk or call us on 0151 662 0292 to receive one.
• If the faulty item is made by Opticlar, we can sometimes arrange repairs and replacements more quickly than posting the item.
• Everything else can be returned to the address below.

The usual return address for faulty items is:

The Hearing Lab Store

Basement Office

51a Rodney Street

Liverpool

L1 9ER