Returns, Exchanges & Refunds Policy

1.1 45-Day Hearing-Aid Trial Period

Hear Florida provides a 45-day trial period for prescription hearing aids unless a different period is required or expressly stated in the applicable written purchase agreement.

The trial period begins on the date the hearing aids are delivered to the patient.

A patient who wishes to return or exchange hearing aids should contact Hear Florida before the trial period expires. The hearing aids must be returned to a Hear Florida Hearing Aid Center or otherwise returned according to written instructions provided by Hear Florida.

The written purchase agreement will identify the total amount available for refund and any lawful, disclosed nonrefundable charges.

1.2 Hearing-Aid Return Condition

To qualify for a return, hearing aids must be returned in clean, undamaged, and like-new condition, except for ordinary wear resulting from a reasonable trial.

The return must include the original packaging and all items supplied with the hearing aids, including, but not limited to:

• Charger and charging cable
• Carrying or storage case
• Power supply and adapters
• User guides and manufacturer materials
• Domes
• Wax guards
• Cleaning brushes and tools
• Retention pieces
• Receivers or receiver wires supplied with the order
• Accessories, cables, and other ancillary items included with the purchase

Used domes, wax guards, and other used hearing-aid components should be returned only as directed by Hear Florida and should be placed in a separate sealed bag for hygienic handling.

1.3 Lost or Damaged Hearing Aids

Lost hearing aids and hearing aids that are materially damaged are not eligible for return or exchange.

At the patient’s discretion, an available manufacturer loss-and-damage benefit may be used to obtain a replacement instrument, subject to the manufacturer’s terms, applicable fees, claim requirements, and remaining coverage.

A hearing aid supplied as a loss-and-damage replacement is final and is not eligible for return or exchange.

1.4 Missing or Damaged Return Items

Missing, damaged, altered, or unreturned hearing aids, chargers, cases, accessories, packaging, or ancillary items may result in a deduction from the refund when permitted by law and disclosed in the applicable written purchase agreement.

Hearing aids that are lost, intentionally damaged, materially altered, or damaged beyond ordinary trial-period use may not qualify for a standard return. Manufacturer warranty or loss-and-damage coverage may apply separately.

1.5 Repairs and Adjustments During the Trial Period

If a prescription hearing aid must be repaired, remade, or adjusted during the trial period, the treatment of that time will follow applicable Florida law and the written purchase agreement.

Patients should reclaim repaired, remade, or adjusted hearing aids promptly after being notified that they are available.

Patients are encouraged to contact Hear Florida promptly during the trial period regarding comfort, fit, sound quality, connectivity, or performance concerns so adjustments or exchange options can be considered before the trial period ends.

2.1 Hearing-Aid Exchanges

During the applicable trial period, a patient may request an exchange to a different hearing-aid model, technology level, style, color, receiver, dome, or other fitting configuration.

Exchange requests remain subject to clinical appropriateness, product availability, manufacturer availability, fitting requirements, and the terms of the written purchase agreement.

The trial-period treatment of an exchanged hearing aid will be explained in writing before the exchange is completed.

2.2 Price Differences

If the replacement selection costs less, Hear Florida will apply the appropriate refund or credit.

If the replacement selection costs more, the patient must approve and pay or finance the additional amount before or at delivery.

Financing authorizations may need to be revised when the final product or purchase amount changes.

2.3 Custom Earmolds

This applies even when the related hearing aids are later exchanged, returned, or canceled.

When an earmold does not fit properly or requires modification, remake or warranty options may be available under the manufacturer’s terms. A remake is not the same as a refund.

2.4 Custom and Special-Order Products

Custom hearing aids, patient-specific products, special-order products, and products that have been altered or configured specifically for a patient may have separate cancellation, remake, exchange, or refund terms.

Any nonrefundable custom-product or completed-service charge will be disclosed in the applicable written purchase agreement when required.

3.1 Accessory Return Window

Eligible accessories, assisted-listening devices, chargers, cleaning products, maintenance supplies, ear-care products, and other non-hearing-aid products may be returned within 30 days after delivery or pickup, subject to the conditions and exclusions below.

Accessories included in a mixed order with prescription hearing aids remain subject to these accessory-return rules even though the entire order was picked up at a Hear Florida location.

Proof of purchase is required. Products must be returned to the place or method directed by Hear Florida.

3.2 Eligible Returns

The following products may be eligible for return when unused, undamaged, complete, and in their original sealed or saleable packaging:

• Hearing-aid chargers
• Television streamers
• Remote microphones and remote controls
• Compatible assisted-listening devices
• Unused drying kits and dehumidifiers
• Sealed accessory kits
• Unopened cleaning and maintenance supplies
• Other noncustom products expressly approved for return

Compatibility concerns do not automatically make a product defective. Patients are encouraged to confirm compatibility before purchasing an accessory.

3.3 Nonreturnable and Hygiene-Sensitive Items

For health, hygiene, safety, and product-integrity reasons, the following products are final sale once opened, used, fitted, or removed from sealed packaging:

• Wax guards and wax filters
• Domes and retention pieces
• Ear tips, tubing, and components that have been worn or fitted
• Cleaning wipes and disinfecting cloths
• Ear drops, ear-wax sprays, and ear-wax removal products or kits
• Consumable, disposable, or single-patient-use items
• Opened batteries or battery packages
• Products contaminated through use
• Custom or patient-specific products

A product that is defective is handled under section 3.4 and may still qualify for replacement, warranty service, credit, or refund as appropriate.

3.4 Damaged, Defective or Incorrect Items

If a non-hearing-aid product arrives damaged, appears defective, or is not the item ordered, contact Hear Florida within 7 days after delivery or pickup.

Hear Florida may request photographs, packaging, serial numbers, or other information needed to evaluate the claim.

Depending on the circumstances, Hear Florida may provide a replacement, manufacturer warranty assistance, store credit, or refund. Hear Florida will cover reasonable return shipping when the return results from our fulfillment error or an item that arrived damaged or defective.

4.1 Refund Method

Approved refunds are ordinarily issued to the original payment method.

An order placed using Reserve Order — Pay at Pickup does not collect payment and does not create a CareCredit authorization. If the reserved order is canceled before payment is completed, there is ordinarily no payment to refund.

Cash payments may be refunded by check or another method selected by Hear Florida. Gift cards, store credits, benefits, vouchers, and third-party payments may be refunded or credited according to the rules of the original payment source.

4.2 Inspection and Processing

Returned products are inspected before a refund is approved.

Hear Florida will notify the patient or customer if a return is approved, requires additional information, or does not satisfy the applicable return conditions.

Hearing-aid refunds will be processed within the period required by applicable Florida law. After Hear Florida issues a refund, additional posting time may be required by the bank, card issuer, financing provider, or other payment processor.

4.3 Financing and CareCredit

When a purchase was financed, including through CareCredit, an approved refund is generally credited to the financing account rather than paid directly to the patient.

The patient remains responsible for required payments until the financing provider posts the credit. Interest, promotional financing terms, minimum payments, and account treatment are controlled by the financing agreement and provider.

If only part of a financed purchase is returned or exchanged, the financing balance or authorization may be adjusted rather than canceled.

4.4 Third-Party Administrator Purchases

Hearing aids, accessories, and related services purchased through a third-party administrator, managed-care program, insurance hearing benefit, voucher program, or similar benefit pathway are governed by the applicable administrator’s rules and the corresponding written purchase documents.

The applicable third-party administrator may establish its own:

• Trial period
• Return and exchange requirements
• Product-change procedures
• Loss-and-damage benefits
• Replacement fees
• Warranty and service terms
• Refund and credit procedures

When those terms differ from Hear Florida’s standard private-pay policy, the third-party administrator’s requirements control the covered transaction.

4.5 Shipping and Setup Charges

Original shipping charges are nonrefundable unless the return results from a Hear Florida fulfillment error or a product that arrived damaged or defective.

Return-shipping charges are handled under section 5.2.

Professional setup, pairing, fitting, programming, impression, or other service charges may be nonrefundable when the service has already been performed and the charge was disclosed in the applicable agreement.

5.1 Starting a Return or Exchange

Contact Hear Florida before returning or shipping a product. We will confirm eligibility and provide the appropriate clinic, packaging, documentation, and return instructions.

Prescription hearing aids should ordinarily be returned in person to a Hear Florida Hearing Aid Center unless Hear Florida provides different written instructions.

Do not mail hearing aids, custom products, or accessories to a clinic or corporate address without first receiving return instructions.

5.2 Return Shipping

Customers are responsible for return-shipping costs for eligible non-hearing-aid products unless the return is caused by:

• A product that arrived damaged or defective
• An incorrect item sent by Hear Florida
• Another Hear Florida fulfillment error

Use a trackable shipping method and retain the tracking information. Hear Florida is not responsible for a return shipment until it is received at the location identified in the return instructions.

Package products carefully. Damage caused by inadequate return packaging may affect refund eligibility.

5.3 Case-by-Case Review

Situations involving unusual medical circumstances, legal requirements, manufacturer issues, benefit-program restrictions, or other facts not addressed by this standard policy will be reviewed individually.

Any decision will be based on the applicable written purchase agreement, product condition, supporting documentation, manufacturer terms, payment or benefit requirements, and applicable law.

5.4 Questions and Related Policies

Contact Hear Florida before returning a product when you have questions about eligibility, packaging, exchanges, custom earmolds, financing credits, defective products, or return shipping.

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