Refund
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Refund Policy
Refund means returning the payment previously made for the purchase of our products to the customer. Generally, refunds are made on customer requests. Please take note that you must first know the reason for refund before proceeding with the transaction.
Major Considerations
Process or approve a refund request when the following conditions apply:
- Customer is requesting a refund within 30 days of the delivery date under the 30-Day Satisfaction Guarantee.
- Customer has contacted Support to request a return and has received an approved return authorization.
- Customer's returned item has been received by the warehouse and meets all return requirements:
- Item is undamaged.
- Original packaging is included.
- All accessories, manuals, and inserts are returned.
- Packages must be shipped out (postmarked) within 14 calendar days after we respond to their return request.
- Warehouse has confirmed the returned package has been successfully processed.
- Refund will be issued to the customer's original payment method.
- Customer understands that:
- A $4.95 processing fee will be deducted.
- Original shipping costs are non-refundable.
- International customers understand that duties, taxes, import fees, and return shipping costs are non-refundable.
Minor Considerations
These situations require explanation or clarification before proceeding:
- Customer requests a refund but has not yet contacted Support to obtain return approval.
- Customer is requesting to cancel an order that has already been processed or shipped.
- Customer wants to modify, reroute, or cancel a shipped order.
- Customer is asking about refund processing timelines.
- Customer is requesting an exchange instead of a refund.
- Customer is asking why deductions were made from the refund amount.
- Customer has questions regarding return shipping costs or return label usage.
Refund Ineligible Cases (Do Not Process Refund)
Refund requests should be declined if any of the following apply:
- Refund request was submitted more than 30 days after delivery.
- Return package was shipped more than 7 days after the return label was created.
- Return package was shipped more than 14 calendar days after we respond to their return request.
- Return was sent without prior approval from the Support Team (self return).
- Item is returned damaged, incomplete, or without its original packaging, accessories, manuals, or inserts.
- Package was marked "Return to Sender."
- Customer refuses delivery instead of following the official return process.
- Customer requests a refund without returning the product (unless approved as an exception by management).
- Warehouse has finalized the return review and determined the item is not eligible for a refund.
- Customer requests reimbursement for international duties, taxes, import fees, or return shipping costs.
Exchange Policy
Customers requesting an exchange should be advised of the following:
- Exchange requests must be submitted within 30 days of delivery.
- Customer must contact Support for approval before returning the item.
- For exchanges of equal value:
- The $4.95 processing fee is waived.
- Customer is responsible only for return shipping costs.
- Replacement items are shipped after the returned product has been received and approved.
Warranty Replacement Eligibility
- Customers who purchased an extended warranty are eligible for one (1) replacement unit during the applicable warranty period, subject to verification and approval by the Support Team.
- Warranty replacements are limited to one-time replacement per purchased warranty coverage.
- Once a warranty replacement has been issued, no additional replacements will be provided under the same warranty coverage.
Non-Warranty Replacement Eligibility
- Customers who did not purchase a warranty may still qualify for one (1) replacement unit, provided the request is submitted within the 30-day return period from the delivery date.
- Replacement requests made after the 30-day return period are not eligible for a replacement if no warranty was purchased.
- Non-warranty replacements are limited to one-time replacement per order.
- Any replacement request is subject to product inspection, eligibility verification, and approval by the Support Team.
Exchange and Replacement Restrictions
- Replacement requests submitted without prior approval from Support will not be accepted.
- Returned products must comply with all applicable return requirements unless otherwise approved under a warranty claim.
- Once a replacement has been approved and shipped, the case is considered resolved and no additional replacement requests will be granted for the same order unless otherwise authorized by management.
Refund Processing Timeline
After an eligible return has been received and processed:
- Refund is issued to the customer's original payment method within 3 business days.
- Financial institutions may require up to 10 business days to post the refund.
- Once the warehouse has completed the return review and communicated the final outcome, the decision is considered final.
Agent Reminders
Before approving any refund, always verify:
✔ Return request is within the 30-day eligibility period.
✔ Return Authorization has been approved.
✔ Return label was used and shipment occurred within 14 calendar days after we respond to their return request.
✔ Warehouse has confirmed receipt and approval.
✔ Customer understands applicable deductions:
- $4.95 processing fee
- Original shipping costs
- International duties/taxes (if applicable)
✔ Refund will be issued only to the original payment method.
For Non Cleaning Brands (Devices):
✔ Warranty Purchased → Eligible for one-time replacement during the warranty coverage period.
✔ No Warranty Purchased → Eligible for one-time replacement only if requested within 30 days of delivery.
✔ Verify whether a replacement has already been issued before approving any new replacement request.
For Cleaning Brands:
✔ Only unused and unopened items are eligible for return within 30 days of the delivery date.
✔ Opened, used, or partially used cleaning products are not eligible for a return or refund.
Return Portal Links
(For U.S. Orders Only )
Oricle Hearing Aid Return Portal
Refund Calculation and Pushback Process
Refund Calculation for the Returned Item/s