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. 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.

 

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.

The return address for faulty items is:

 

The Hearing Lab Store

234 Torkildsen Way

Harlow

Essex

CM20 1FD