Our Refund & Returns Policy


Our Refund 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.

Are there any products that can’t be returned?

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.

Terms and conditions

  • If you're unhappy with your purchase, please let us know. This must be within 30 days of purchase.
  • If you return your item then we will 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. This means that you should have kept all original packaging, 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.

Cancelling a training day

  • 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.

How to return an item

  • 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, please contact us for instructions about how to send your item for repair as we do not facilitate repairs at our main office. It may be possible to arrange a loan unit depending on your area and circumstances.

All other faulty items can be returned to the address below:

 

The Hearing Lab Store

Basement Office

51a Rodney Street

Liverpool

L1 9ER