RETURNS & EXCHANGES POLICY

Ear11 Hearing Aids & Accessories
Last Updated: January 15, 2026

At Ear11, customer safety, product integrity, and hearing health are our highest priorities. Because hearing aids are medical-adjacent, in-ear devices, strict return and exchange rules are necessary to protect customers from health risks and ensure compliance with hygiene and safety standards.

This Returns & Exchanges Policy explains what can and cannot be returned, under what circumstances exchanges are permitted, and the approval process required before any item is sent back to Ear11.

By purchasing from Ear11.com, you acknowledge and agree to the terms outlined below.

1. IMPORTANT HEALTH & SAFETY NOTICE (PLEASE READ)

ALL HEARING AIDS THAT HAVE BEEN WORN OR USED ARE NON-REFUNDABLE.

Once hearing aids have been worn, inserted into the ear, or used in any capacity, they cannot be refunded under any circumstances.

This policy exists due to:

• Health and hygiene concerns

• Risk of ear infections and contamination

• Inability to safely resell or reuse in-ear medical devices

• Consumer safety regulations and best practices

For the safety of all customers, used hearing aids may not be resold, restocked, or refunded.

2. NO REFUNDS ON WORN OR USED HEARING AIDS

❌ What Is NOT Eligible for a Refund

The following items are strictly non-refundable:

• Hearing aids that have been worn or used

• Hearing aids that have been inserted into the ear

• Hearing aids opened from original packaging

• Hearing aids returned after use for any reason

• Hearing aids returned due to preference, comfort, sound perception, or personal dissatisfaction

Once hearing aids leave our facility and are used, refund eligibility is permanently voided.

3. EXCHANGES FOR DEFECTIVE OR NON-WORKING HEARING AIDS (EXCEPTIONS)

While refunds are not permitted on worn hearing aids, Ear11 does allow exchanges in specific, limited situations.

✅ Eligible Exchange Exceptions

An exchange may be approved ONLY IF the hearing aids are determined to be:

• Defective

• Not functioning properly

• Malfunctioning due to manufacturing issues

• DOA (Dead on Arrival)

These exceptions exist to ensure customers receive a fully functional product.

4. EXCHANGE RULES & LIMITATIONS (VERY IMPORTANT)

If an exchange is approved:

• The replacement hearing aids will be THE SAME MODEL originally ordered

• NO model changes, upgrades, or substitutions are allowed

• NO refunds or store credit will be issued

• NO exchanges for different hearing aid types or styles

👉 Even if the customer prefers a different model, the exchange must be identical to the original purchase.

5. RETURN AUTHORIZATION IS REQUIRED (NO EXCEPTIONS)

🚫 DO NOT SEND ITEMS BACK WITHOUT APPROVAL

All returns and exchanges MUST be approved by Ear11 staff before shipping anything back.

Unapproved returns will:

• Be rejected

• Not be processed

• Potentially be discarded for health safety reasons

• Not be returned to the customer

🔐 Return Authorization Process

To request approval:

1. Contact Ear11 Customer Support

2. Provide order number and purchase details

3. Describe the issue clearly

4. Follow all instructions provided by Ear11 staff

Only after approval will return instructions be issued.

6. CONDITION OF RETURNED HEARING AIDS FOR EXCHANGE

Approved exchange returns must:

• Be sent using the method instructed by Ear11

• Include all required components as directed

• Be securely packaged

Ear11 reserves the right to inspect all returned items before approving an exchange.

7. REPLACEMENT SHIPPING POLICY

Once an exchange is approved and the defective hearing aids are received:

• A new replacement pair of the SAME hearing aids will be shipped

• Replacement shipping timelines may vary

• Replacement units may be new or equivalent replacement units at Ear11’s discretion

Ear11 is not responsible for shipping delays caused by carriers.

8. ITEMS THAT MAY BE RETURNABLE (NON-HEARING AID ITEMS)

Certain unused, unopened, and non-hygiene-sensitive accessories may be eligible for return, subject to approval, including:

• Chargers

• Storage cases

• Select accessories

All accessory returns:

• Must be unused

• Must be in original packaging

• Require prior authorization

Accessory return eligibility is determined on a case-by-case basis.

9. ITEMS THAT ARE NEVER RETURNABLE

The following items are never eligible for return or refund:

• Used or worn hearing aids

• Clearance or final sale items

• Extended warranties (once activated)

• Promotional or bundled items

• Items returned without authorization

10. SHIPPING RESPONSIBILITY FOR RETURNS

• Customers are responsible for shipping costs unless otherwise stated

• Ear11 is not responsible for lost or damaged return shipments

• We strongly recommend tracked shipping

11. FRAUD, ABUSE & POLICY VIOLATIONS

Any attempt to:

• Return worn hearing aids for refund

• Misrepresent usage or condition

• Send unauthorized returns

• Manipulate return eligibility

May result in:

• Denial of exchange

• Loss of warranty coverage

• Account restrictions

• Permanent refusal of future service

• Legal action if applicable

12. EAR11’S FINAL DECISION AUTHORITY

All return and exchange approvals are made at the sole discretion of Ear11.

Ear11 reserves the right to:

• Deny any return or exchange request

• Require additional documentation

• Modify or enforce this policy as needed

13. POLICY CHANGES

Ear11 may update this Returns & Exchanges Policy at any time.
Updates will be posted with a revised “Last Updated” date.

14. CONTACT INFORMATION FOR RETURNS & EXCHANGES

All requests must be directed to:

Ear11
8175 E. Evans Rd.
Scottsdale, AZ 85260
United States

15. AGREEMENT TO THIS POLICY

By purchasing from Ear11.com, you confirm that you have:

• Read this Returns & Exchanges Policy

• Understood all restrictions and limitations

• Agreed to these terms in full