Refund policy

1. Our Commitment to You

At Steezia, your satisfaction means everything to us. Hearing aids are personal medical devices and may require a short adjustment period as your ears and brain adapt to hearing sounds more clearly.

For this reason, we offer a 30-Day Trial, allowing you to test your hearing aids in everyday environments such as conversations, watching television, and social settings.
This 30-Day Trial is a voluntary commercial guarantee offered in addition to your statutory rights under UK consumer law.

If the product is not suitable for you, you may request a return within 30 days of delivery, subject to the conditions outlined below.

2. Understanding UK Consumer Rights (Hygiene Exemption)

Under the Consumer Contracts Regulations 2013 (Regulation 28(3)(a)), sealed in-ear medical devices that have been opened and used may be exempt from the standard 14-day cancellation right due to hygiene and safety considerations.

This means:
  • Sealed and unused products may be returned within 14 days.
  • Opened and used in-ear hearing aids may not qualify for automatic cancellation rights.

Our 30-Day Trial is therefore a voluntary commercial guarantee that provides an extended opportunity to evaluate the product, subject to the conditions outlined below. Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015.

3. Important Information

Steezia hearing aids are designed to support individuals with mild to moderate hearing loss in everyday listening environments. They are not intended for severe or profound hearing loss.

If you are unsure about your level of hearing loss, we recommend consulting a qualified audiologist before purchasing.

Our 30-Day Trial compares the hearing experience of wearing Steezia hearing aids versus wearing no hearing aids, not comparisons with prescription hearing aids, NHS devices, or other brands.

Because hearing aids are personal devices, comfort, fit, and sound perception may vary between individuals.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

4. Adjustment Period

  • Hearing aids often require a short adaptation period.
  • It is normal for listening comfort to improve gradually during the first 7–14 days of consistent use.
  • For best results, we recommend wearing your hearing aids daily in different environments before deciding whether the product is suitable.

5. What to Expect When First Using Hearing Aids

When wearing hearing aids for the first time, some sounds may initially seem different or more noticeable. This happens because your brain is adjusting to hearing sounds that may have been reduced or missing previously.

During the first few days, some users may notice:

  • Background sounds becoming more noticeable
  • Their own voice sounding slightly different
  • Environmental sounds such as footsteps or paper movement

This is a normal part of the hearing adaptation process, and most users experience significant improvement after 7–14 days of regular use.

6. What the 30-Day Better Hearing Guarantee Covers

The guarantee applies when all of the following conditions are met:
  • You have mild to moderate hearing loss (within intended product scope)
  • You have worn the hearing aids consistently in everyday situations
  • You have allowed a reasonable adaptation period (recommended minimum 7–14 days)
  • You have contacted our support team if difficulties arose
  • You have followed fitting, cleaning, and usage guidance
  • After a genuine and consistent trial, you experienced no meaningful improvement compared to not wearing hearing aids
  • Your return request is made within 30 days of delivery
This guarantee evaluates improvement compared to not wearing hearing aids, not comparisons to prescription, NHS, or other branded devices.

7. Genuine Trial Requirement

To qualify for a refund under the 30-Day Trial, the hearing aids must be genuinely tested in everyday listening situations. A genuine trial means:
  • Consistent use over multiple days
  • Testing in real-world environments
  • Adjusting domes and settings where required
  • Allowing a reasonable adaptation period
Returns requested after only minimal testing may not qualify for a full refund.

8. What the Guarantee Does NOT Cover

The following situations are not considered product faults:
  • Change of mind
  • Preference for another brand or prescription device
  • Comfort preferences after minimal use
  • Fit-related concerns where alternative dome sizes or adjustments have not been trialled
  • Hearing loss beyond the intended amplification range of the device
  • Comparisons to higher-powered prescription devices
  • Damage caused by water exposure, drops, misuse, or improper maintenance
  • Insufficient trial period (e.g. testing for only a few hours or days)
Where dissatisfaction relates to fit, adjustment, or settings, our support team will provide troubleshooting guidance before any return is authorised.

9. Support & Troubleshooting

Before authorising a return, our support team may provide troubleshooting guidance. Many early concerns can be resolved through:
  • Adjusting ear domes
  • Changing volume settings
  • Ensuring proper insertion
  • Cleaning and replacing wax guards
  • Confirming Bluetooth pairing steps
We aim to resolve issues promptly and fairly.

10. How to Request a Return

  1. Contact our customer support at help@steezia.co.uk with your order number and a detailed explanation of the issue.
  2. Do not send items back before receiving written authorisation.
  3. If approved, we will provide official return instructions and address.
  4. Return using a tracked service and share tracking details with us.
Items returned without authorisation will not be accepted.

Important note:
Some parcels may display a UK routing or logistics hub address (such as Cannock or similar locations) automatically printed by the carrier for import processing or redirection purposes.
These addresses are not Steezia return facilities.
Returns sent to any address shown on the outer shipping label without prior written authorisation cannot be located, processed, or refunded.
All authorised returns must be sent only to the official return address provided by our support team.

11. Return Conditions

To qualify for a return:

  • Request must be made within 30 days of delivery
  • Hearing aids must be clean and undamaged
  • All original accessories, packaging, and manuals must be included
For hygiene and safety reasons:
  • Ear domes and wax guards are non-refundable
  • A £15 sanitation and accessory replacement fee will be deducted from approved returns
    • This fee covers non-resellable accessories and professional sanitation processing.

Returns showing signs of misuse, accidental damage, moisture exposure, or excessive wear may be subject to partial refund depending on inspection results.

12. Return Shipping

  • Return shipping costs are the customer’s responsibility unless a confirmed manufacturing defect is verified.
  • We recommend using a trackable shipping service. Returned items remain the customer’s responsibility until received and inspected.
  • All authorised returns must be sent to our certified overseas inspection facility, where devices are professionally tested and sanitised before refund approval.

13. Damaged or Faulty Items

  • Damaged or faulty items must be reported within 24 hours of delivery.
  • If a manufacturing defect is confirmed, we will offer repair, replacement, or refund in accordance with UK consumer law.
  • Normal wear, improper maintenance, moisture damage, or wax buildup are not considered manufacturing defects.

14. Exchanges & Upgrades

Our support team will guide you through the exchange process step by step.
Where customers prefer a different model, we may offer:

  • Discounted upgrade options
  • Partial goodwill refunds
  • Replacement at reduced cost
These are discretionary commercial resolutions and do not constitute admission of fault.

15. Refund Processing

  • Once received and inspected, approved refunds are processed within 10 working days.
  • Banks and card providers may take additional time to reflect the refund.
  • If more than 15 working days have passed since refund approval, please contact us.

16. Chargebacks & Disputes

Before opening a payment dispute or chargeback, we strongly encourage customers to contact our support team directly at help@steezia.co.uk
Most concerns can be resolved quickly and amicably through direct communication.

Initiating a chargeback without first allowing us the opportunity to resolve the matter may delay the resolution process and transfers the case to a third-party financial review. During this process:

  • The transaction is temporarily reversed
  • Funds may be held by the payment provider
  • The review timeline is controlled by the bank or card issuer, not the merchant
  • A refund is not automatically guaranteed

Opening a chargeback does not automatically override our published return policy or statutory rights framework.
All disputes will be reviewed based on:

  • Proof of delivery
  • Communication history
  • Compliance with return instructions
  • Product condition and inspection status
We remain committed to resolving matters fairly and professionally and encourage direct contact so we can reach a solution without unnecessary delays.

Need help ?

If you’re unsure whether your device is still under warranty or want to speak with someone about a concern, our support team is here to help. Just reach out via our contact page or email us directly at help@steezia.co.uk.