Our Promise: Warranty & 45-Day Better Hearing Guarantee

 

At Clear Hearing we stand by every product we make. We want you to feel confident and comfortable, so we include:

 

A full one-year warranty from the date your hearing aids arrive. If a manufacturing issue arises during this time, we’ll happily replace your aids at no charge.

45-day trial / Our Better Hearing Guarantee: Experience your hearing aids at home and out and about. If you don’t notice better hearing*, you can return them within 45 days for a refund.

If you have any questions or concerns at any point, please reach out — our friendly team is here to help.

Note: Our guarantee is intended for a real-world listening experience in cases of mild to moderate hearing loss. If you have severe hearing loss, or if the product is returned without having been trialled, the guarantee does not apply.

Thinking About a Return? We’re Here to Help

Should you wish to return your hearing aids during the 45-day period, just follow these required steps:

• Contact us by email at support@myclearhearing.com. We’ll listen to your concerns and walk you through the process.
•  If we can’t resolve the issue together, we’ll send you return instructions to the most convenient return facility based on your location.
• Send your hearing aids back using a tracked service, so we can both follow their journey back to the respective facility.

When returning your aids, please include them in their original packaging with all accessories (charging case, cable, cleaning brush, ear tips, tools, etc.), and make sure everything is in good working order. Including your order number will help us process your refund quickly.

Return postage costs to our facility (the most convenient return location based on your area) are the responsibility of the customer. We recommend a tracked service for your peace of mind, but customers may choose any carrier. Refunds cannot be processed before the returned item is received and inspected.

Important:

Returns sent without prior authorization or to unauthorized addresses will not qualify for our 45-Day Guarantee and will be refused and are subject to additional fees.

This is because each return must go to the correct processing facility, where the product can be safely sanitized, inspected and logged under applicable hygiene and compliance standards.

To protect your refund eligibility, always wait for our team to provide the correct authorized return address for your region before sending anything back.

Manufacturing Issues

If your hearing aids develop a manufacturing fault, we will provide a refund or replacement straight away. Everyday wear, water damage or accidental damage aren’t considered manufacturing defects, so we may not be able to refund in those cases.

After Your 45 Days

Forty-five days is designed to give you enough time to experience the difference. Returns requested outside this period aren’t usually eligible for a refund. If we receive an unauthorized or late return, we’ll return it to you (a small handling fee may apply to cover postage).

Items We Can’t Accept Back

For hygiene and safety reasons, some items are final sale and cannot be returned:

• Extended warranty plan
• Cleaning kits
• Replacement ear tip sets
•  Drying or disinfection devices

How We Process Your Refund

Once we receive your return, we’ll inspect it within 5–7 business days. If everything meets the return criteria, we’ll issue your refund to the original payment method. Your bank or card provider may take a little extra time to finalize the transaction, so please allow a few days for the funds to appear.

If you haven’t seen your refund yet:

•        Check your bank or card statement.

•        Contact your card provider about processing times.

•        Email us — we’re always happy to help track it down.

Warranty Returns & Potential Fees

In certain cases — for example, if the hearing aids have been used — a cleaning and hygiene processing fee may apply. This covers the cost of clinical-grade sanitization, safe repackaging, and quality assurance checks to ensure the returned devices meet health and safety standards.

If you cancel after dispatch or refuse delivery:

Tracked shipping (non-refundable): $20
Carrier return charges (if refused or redirected): $20
Warehouse reprocessing: $15
Total potential deduction: $55

If you cancel after accepting delivery (unopened):

Tracked shipping (non-refundable): $20
Return shipping at your own cost (typically $10–$20)
Warehouse reprocessing upon receipt: $15
Total potential deduction: $35 (plus your return costs)

The exact amount depends on the nature of your return request and how it is assessed under our 45-Day Better Hearing Guarantee. These fees are not applied automatically, and we will always confirm and explain any applicable charges before you send anything back.

Goodwill Replacements & Exceptional Resolutions

In certain exceptional situations — including delivery disputes, post-delivery loss, or issues outside standard coverage — we may provide a complimentary replacement as a one-time goodwill gesture.

Any replacement provided free of charge is not covered by the 45-Day Better Hearing Guarantee and is not eligible for refund or return.

Such a replacement is issued solely to resolve the original matter and does not constitute a new purchase, new trial period, or extension of the original guarantee.

*Important information

Clear Hearing hearing aids are designed to support people with mild to moderate hearing loss in everyday situations.

•        They are not suitable for severe or profound hearing loss. If you are unsure about your level of hearing loss, or if you suspect you may have a more serious condition, we strongly recommend consulting a qualified audiologist or healthcare professional before purchase.

•        Our guarantee is based on a genuine trial and hearing experience, not change-of-mind or comfort preferences, and applies to individuals with mild-to-moderate hearing loss, which is the design scope of the product.

•        Our Better Hearing Guarantee is based on your hearing experience compared to wearing no hearing aids, not compared with other devices such as prescription hearing aids or other brands.

•        A genuine trial means using the hearing aids consistently over a reasonable period (not just a few minutes, hours or days of use) in normal day-to-day environments — including conversation, TV, outdoors, and social settings.

•        To ensure a fair assessment, customers must also complete basic troubleshooting and fitting guidance with our support team where required, as small adjustments often resolve early-stage issues.

•        The Better Hearing Guarantee is a voluntary commercial policy. It is designed to support real-world usage in mild-to-moderate hearing loss. While we aim to be flexible, returns falling outside the scope of this guarantee (e.g. without genuine usage, general dissatisfaction unrelated to hearing improvement, very narrow ear canals, or other conditions unrelated to the hearing aids or outside the intended use case) may be declined or refunded only partially.

•        Returns based solely on personal preference, such as device size, button firmness, or perceived comfort, are not covered under our Better Hearing Guarantee. These do not constitute a product fault or eligibility for refund.

 

A. Common Situations and How Our Guarantee Applies

A.1 Hearing aids are whistling or squealing

In nearly every case, a whistling noise means the dome tip has not formed a proper seal inside your ear canal. This can happen if the dome is undersized, not inserted deeply enough, or simply positioned incorrectly. Our team can usually walk you through a fix in just a few minutes by adjusting the dome size or how it's inserted. That said, if the whistling continues no matter what fitting changes you try, it likely comes down to how your ear canal is shaped, and that particular outcome sits outside what our Better Hearing Guarantee covers.

A.2 Sound Feels Too Sharp, Loud, or Intense

This reaction is expected and has been studied extensively; it's known as auditory acclimatization (Taylor, 2007; Anderson Gosselin & Gagné, 2020). When someone has lived with hearing loss, the brain turns down its sensitivity to sounds it stops receiving. Once hearing aids bring those sounds back, the brain needs a period, usually one to two weeks of regular wear, to recalibrate. Our advice is to begin at a lower volume setting and increase it gradually as you adapt.

A.3 Own Voice Sounds Off, Hollow, or Echoing

This is a documented effect known in audiology as the occlusion effect (Winkler et al., 2016). It shows up when the dome creates a partial seal in the ear canal, changing how your voice resonates to your own ears. Switching to a more open dome design or changing the insertion depth typically resolves it.

A.4 Discomfort or Pressure When Wearing Them

A short adjustment period involving mild discomfort is normal during the first several days. Most of the time, moving to a different (usually smaller) dome size clears this up right away, which is why every box ships with five different sizes. If switching domes doesn't help and the discomfort continues, it may point to a sensitivity specific to your anatomy, which falls outside the coverage of our Better Hearing Guarantee. If you're in genuine pain, stop wearing the device and reach out to our team.

A.5  Irritated, Itchy, or Reactive Skin

The domes use a soft, hypoallergenic, medical-grade silicone. Even so, a small percentage of people react to it. Should you notice redness or irritation, pause use for a while. Alternative dome materials, including hypoallergenic or foam options, are sold by third-party suppliers. Reactions tied to individual skin sensitivity are not something our Better Hearing Guarantee extends to.

A.6 Bluetooth or the app isn't working

Bluetooth and app-based control are exclusive to our Connect Model; the Comfort Model does not include these functions by design. Product specifications are listed on our website, so we'd encourage checking those before you order. If Bluetooth is a feature you need, reach out to us ahead of purchase and we can help you choose the right model.

A.7  It Helps, Just Not as Much as Expected

The Better Hearing Guarantee exists to cover one specific scenario: the device provides no meaningful hearing improvement compared to going without hearing aids entirely. It isn't intended for cases where some benefit is felt but doesn't extend to every situation. If you're finding that things are somewhat better (say, the television is easier to follow but group conversations remain tough) that generally means the product is functioning as intended. Feedback like this doesn't meet the criteria for our guarantee, though our team is glad to help optimize your settings for a better result.

A.8 They're not as good as my old hearing aids

There's a single standard our guarantee is measured against: is your hearing better with the device than without any device at all? Everything beyond that becomes a matter of personal circumstance.

Hearing loss and hearing needs vary widely from person to person. Someone whose previous device was custom-programmed to their audiogram by a specialist will naturally have a different experience than someone new to amplification altogether. It's also worth separating perceived value from actual benefit: a $3,000 custom device can make a more affordable option feel underwhelming by comparison, even when the newer device is still providing a real improvement. So the relevant question remains: compared with no hearing aid, is your hearing improved? When the answer is yes, the device is performing as intended.

A.9 Muffled or Missing Sound: Start With the Wax Guard

The leading cause of muffled or absent sound is a clogged wax guard, a small, replaceable filter designed to keep earwax from entering the device. We include eight spare wax guards along with a tool for swapping them in every box. Before contacting our team about sound issues, please try replacing the guard first; your user manual walks through the steps. This is a routine maintenance task rather than a sign that anything is broken.

A.10 It's been more than 45 days and I want to return them

Our Better Hearing Guarantee covers returns made within 45 days from the date of delivery, giving you well over six weeks to test the device in real-world conditions. We may, at our discretion, consider a one-time goodwill exception for requests made after this window, though this isn't guaranteed.

We’re Always Here for You

If something about your order doesn't feel right, please get in touch with us first, at support@myclearhearing.com or +61 468 153 279, so we have the chance to make it right. Most concerns can be sorted out quickly and our support team is here for you.