At Steezia, we want you to be completely satisfied with your purchase. We understand that our products may not be suitable for everyone. If you’re not fully satisfied with your purchase, you’re welcome to return them within 30 days of delivery for a refund or exchange.
30-Day Risk-Free Returns
You have 30 days from the date of delivery to try your product. If it’s not suitable for you, please follow these steps to initiate your return:
- We do not accept returned items that were sent back directly without notifying us first.
- Hearing Aids: Our hearing aids come with a 30-day money-back guarantee, giving you the opportunity to try them and adjust to their performance. We strongly encourage you to use them for at least two weeks, as it can take time for your ears and brain to adapt. If you still feel they’re not the right fit, you may initiate a return within this period. Please note that a £15 deduction will be applied to the refund to cover the cost of earplugs and wax guards, which cannot be reused or resold for hygiene reasons.
- Medical devices: we are unable to accept returns for it if it was opened or used since we would be unable to resale it for safety reasons (Ex: 3 in 1 Test monitor and test strips).
- At times, we use direct shipment of orders from our affiliated manufacturing partners situated in China, in which case you must return the item to the location where it was originally shipped.
- Non-Steezia items sent to our distribution center will be discarded upon receipt.
Conditions for Return
To qualify for a return:
- The product must be clean and undamaged
- All original accessories, packaging, and manuals must be included
- The return must be requested within 30 days of delivery
- For hygiene reasons, we cannot accept returns of used accessories (e.g., ear domes or wax guards) unless defective.
- We understand that hearing aids require some adjustment time, so we encourage customers to try them for at least two weeks before deciding to return.
Return Shipping
- Return shipping costs are the responsibility of the customer unless the product is defective.
- We recommend using a trackable shipping service for your peace of mind.
Damaged or Faulty Items
Damaged or faulty items must be reported within 24 hours of delivery. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. Be sure to include your order number and a description or photo of the issue so we can evaluate it and make things right.
- We will offer a free replacement or full refund once the issue is verified.
- You won’t need to return the faulty item in most cases.
Customer remorse or Exchange
In this situation the customer must notify us within 30 days of delivery.
- To be eligible for an exchange, the product must be in its original condition, including all packaging and tags.
- You will be responsible for paying the return shipping costs to ensure you get what you want, and make a separate purchase for the new item or request a full refund.
- Our support team will guide you through the exchange process step by step.
Refund
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@steezia.co.uk.
- if a customer accepts a partial refund for a product or service, they are not eligible for an additional refund for the same transaction. This means that once a customer accepts a partial refund, they forfeit the right to receive any additional refunds for the same product or service. This policy is in place to ensure fairness and efficiency in our refund process, and to prevent abuse of our refund policy. We encourage all customers to carefully review their options before accepting a partial refund, as this decision is final and cannot be reversed.
Charge-backs & Dispute
Please contact us by e-mail before opening a merchant charge-back or payment dispute, as we can generally resolve the issue before that takes place. Opening charge-backs or disputes can unnecessarily prolong the resolution process and may incur additional fees or complications.
Our dedicated customer support team is readily available to address any issues or provide assistance, ensuring a satisfactory outcome. We value your satisfaction and appreciate your cooperation in reaching out to us directly before resorting to charge-backs or disputes.
We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of "wardrobing;"
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items or potential fraudulent or criminal activity.
Similarly, we reserve the right to refuse service to any customer or entity, due to similar actions as noted above.
We understand that returns & refunds policy can be inconvenient, but we are committed to ensuring that our customers are satisfied with their purchases.
Need Help?
If you have any questions about our return & refund policy, please don’t hesitate to contact us at help@steezia.co.uk. Our customer service team is always happy to assist you.