1. Our Commitment to You

At Steezia, your satisfaction matters to us. Hearing aids are personal hearing devices, and it may take time to determine whether a particular model, fit, and sound profile are suitable for you.

For this reason, we offer a 45-Day Better Hearing Guarantee, giving you the opportunity to use your hearing aids in everyday situations, become familiar with their controls, and make reasonable adjustments.

The 45-day period begins on the date your order is shown as delivered.

This guarantee is provided in addition to any rights you may have under applicable federal, state, or local law. Nothing in this policy limits any rights that cannot legally be limited or excluded.

2. Understanding Your US Return Rights and Our Voluntary Guarantee

Return rights for non-defective online purchases may differ depending on the retailer’s disclosed policy and the laws of the customer’s state.

Steezia’s 45-Day Better Hearing Guarantee is a voluntary return policy intended to give customers a reasonable opportunity to evaluate their hearing aids.

Because hearing aids and certain accessories come into direct contact with the ear:

• Hearing aids are considered personal-use products.
• Ear domes, wax guards, and similar disposable accessories cannot be restocked once opened or used.
• Opened hearing aids may still be returned under this guarantee when they have been used reasonably for a genuine trial.
• A disclosed deduction may apply to opened or used disposable accessories.

Defective, damaged, incorrectly supplied, or materially misrepresented products will be handled separately in accordance with this policy and applicable law.

Where the law of your state provides greater protection, the applicable state law will control.

3. Important Product Information

Steezia OTC hearing aids are intended for adults aged 18 or older with perceived mild-to-moderate hearing loss.

They are not intended for children, severe or profound hearing loss, or as a replacement for medical diagnosis or professional hearing care.

Hearing outcomes vary from person to person. We do not guarantee:

• Restoration of normal hearing.
• A specific level of hearing improvement.
  
• Results equivalent to professionally fitted prescription hearing aids.
• Suitability for every type or degree of hearing loss.

Customers who experience sudden hearing changes, pain, discharge, significant dizziness, or other concerning symptoms should stop using the hearing aids and seek advice from an appropriate healthcare professional.

4. Adjustment Period

Hearing aids often require an adjustment period because the brain needs time to become familiar with sounds that may not have been heard clearly for some time.

For the best opportunity to assess the product, we recommend:

• Wearing the hearing aids regularly.
• Beginning in quieter environments.
• Gradually testing them in different everyday situations.
• Trying the supplied ear-tip sizes.
• Adjusting the volume, programs, or app profile where available.
• Allowing approximately 7–14 days for reasonable adaptation when comfortable and appropriate.

You are not required to continue using a product that causes pain, creates a safety concern, overheats, or appears defective.

5. What to Expect When First Using Hearing Aids

When first wearing hearing aids, familiar sounds may initially seem louder, sharper, or different. This may happen as your brain begins noticing sounds that were previously less audible.

During the first several days, you may notice:

• Background sounds becoming more noticeable.
• Your own voice sounding different.
• Household sounds appearing unusually clear.
• A need to adjust the volume or program.
• Gradual improvement as you become accustomed to the sound.

These experiences do not necessarily mean that the product is defective. Our support team can help with fit, volume, cleaning, setup, and sound adjustments.

6. What the 45-Day Better Hearing Guarantee Covers

A return may qualify under the guarantee when:

• The return is requested within 45 calendar days of delivery.
• The product was purchased directly from an authorized Steezia website.
• You have made a reasonable attempt to set up and use the hearing aids.
• You have tried appropriate ear tips, volume levels, or available programs.
• You have allowed a reasonable adjustment period where possible.
• You have contacted support for assistance when troubleshooting may resolve the concern.
• The hearing aids are returned clean and without damage beyond ordinary trial use.
• The authorized return instructions are followed.
• The product is shipped back within 7 calendar days after return authorization.

Eligible refunds cover the amount paid for the returned product, subject to the deductions and exclusions clearly stated in this policy.

Original expedited shipping fees, return shipping, and used disposable accessories are not normally refundable unless the return results from our error, an incorrect product, or a verified defect.

7. Genuine Trial Requirement

The guarantee is intended to provide a genuine opportunity to evaluate the hearing aids rather than an extended temporary-use or rental arrangement.

A reasonable trial may include:

• Consistent use over several days when comfortable.
• Testing the hearing aids in appropriate everyday environments.
• Trying different supplied ear-tip sizes.
• Adjusting volume levels and listening programs.
  
• Following the cleaning and setup instructions.
• Contacting support when the problem may be resolved through adjustment or troubleshooting.

A full 7–14-day trial is not required when the product is painful, unsafe to use, defective, or clearly unsuitable from the beginning. In those situations, contact us promptly.

Returns showing only minimal testing will not automatically be rejected, but we may ask for additional information to understand the reason for return.

8. What the Guarantee Does Not Cover

The following situations are not normally considered product defects:

• Preference for another brand, style, or type of hearing aid.
• Hearing needs outside the product’s intended mild-to-moderate range.
  
• Failure to follow setup, fitting, cleaning, charging, or usage instructions.
• Comparison with professionally fitted prescription hearing aids.
• Expectations of complete restoration of normal hearing.
• Failure to allow a reasonable adjustment period when appropriate.

These circumstances may still qualify for a return within the 45-day period when all other return requirements are met, but they do not qualify for free return shipping or defective-product remedies.

The guarantee may not cover:

• Return requests made after 45 days from delivery.
• Products not purchased directly from an authorized Steezia website.
• Lost or stolen products.
• Accidental damage or misuse.
• Water damage outside the product’s stated protection rating.
• Damage caused by pets, crushing, impact, heat, or improper charging.
• Unauthorized repairs, modifications, or disassembly.
• Removed, altered, or unreadable serial numbers.
• Products materially damaged beyond reasonable trial use.
• Products returned without authorization to an incorrect address.

Where a deduction, reduced refund, or refusal is proposed, we will explain the reason and provide available supporting information.

Nothing in this section excludes rights relating to defective or misrepresented products that cannot legally be excluded.

9. Support and Troubleshooting

Before authorizing a return, our support team may provide reasonable troubleshooting assistance.

Many concerns can be resolved by:

• Trying another ear-dome size.
• Reinserting the hearing aid correctly.
• Cleaning the sound outlet or microphone.
• Replacing the wax guard.
• Fully charging the hearing aids and charging case.
• Adjusting the volume.
• Changing the listening program.
• Completing or repeating the app hearing test.
• Resetting and reconnecting the hearing aids.
• Checking smartphone compatibility for app-controlled models.

We aim to resolve concerns promptly and fairly. Troubleshooting will not be used to prevent a customer from requesting a return within the applicable period.

10. How to Request a Return

To request a return:

1. Contact customer support at contact@steezia.com within 45 calendar days of delivery.
2. Include your full name, order number, and a brief description of the reason for return.
3. Provide photographs or a short video when the issue involves damage, charging, fit, or product operation.
4. Wait for return authorization and the correct return instructions.
5. Send the authorized items to the address provided by our support team.
6. Ship the return within 7 calendar days after authorization.
7. Keep your shipping receipt and tracking information until the refund is completed.

Do not return the parcel before receiving authorization.

Important Return-Address Notice

An address shown on the original parcel, outer shipping label, customs label, or carrier documentation may belong to a logistics, forwarding, import-processing, or parcel-redirection facility.

These addresses are not necessarily authorized Steezia return facilities.

Returns sent to an unauthorized address may be delayed, refused by the facility, redirected, or difficult to recover. Steezia cannot guarantee the recovery of packages sent contrary to the return instructions provided by our support team.

This does not affect any rights available under applicable law.

11. Return Conditions

To qualify for a refund:

• The return must be requested within 45 calendar days of delivery.
• The parcel must be shipped within 7 calendar days after return authorization.
• The hearing aids must be reasonably clean.
• The product must not show damage beyond ordinary trial use.
• The Original packaging, charging case, charger, cables, manuals, and reusable accessories must be returned.
  
• The parcel must contain the correct product associated with the order.
• The return instructions provided by support must be followed.

Opened hearing aids are accepted under the guarantee because reasonable use is necessary to evaluate the product.

Disposable Hygiene Accessories

For hygiene and safety reasons Ear domes and wax guards are non-refundable
A £15 sanitation and accessory replacement fee will be deducted from approved returns

This deduction will not apply when the wrong product was supplied.

There is no general restocking fee.

Missing reusable components or damage beyond reasonable trial use may result in a separate documented deduction. We will notify you before applying such a deduction.

12. Return Shipping

For non-defective returns under the 45-Day Better Hearing Guarantee:

• The customer is responsible for return shipping costs.
• The customer must use a trackable shipping service.
• The customer should retain the shipping receipt and tracking number.
• The customer is responsible for the parcel until it is delivered to the authorized return facility.
  
• Original expedited or priority delivery charges are non-refundable.

For verified damaged, defective, or incorrectly supplied products, Steezia will provide an appropriate return method or reimburse reasonable return shipping costs where required.

Customers must follow any customs-description and declared-value instructions provided by support. Charges resulting from an inaccurate customs declaration or failure to follow the instructions may be deducted where lawful and properly documented.

13. Damaged, Incorrect, or Faulty Items

Please contact us promptly if your order:

• Arrives visibly damaged.
• Contains the wrong model, side, color, or quantity.
• Is missing an essential component.
• Does not charge or operate correctly.
• Becomes unusually hot.
• Develops a suspected manufacturing fault.

For delivery damage or missing contents, contact us within 48 hours of delivery whenever reasonably possible and provide photographs of the product, packaging, and shipping label.

Our support team may request reasonable troubleshooting, photographs, or a short video to help confirm the issue.

When a fault or fulfillment error is verified, we may provide, as appropriate:

• Replacement parts.
• A replacement hearing aid or pair.
• Inspection and repair.
• A prepaid or reimbursed return.
• A refund.

The available resolution will depend on the nature of the issue, the applicable warranty, product availability, and applicable law.

Normal wear, accidental damage, misuse, unauthorized modification, or damage caused by improper maintenance is not considered a manufacturing defect.

14. Exchanges and Upgrades

Our support team can assist with an exchange when another size, model, or style may be more suitable.

Depending on availability, we may offer:

• An exchange for the same model.
  
• An exchange to another Steezia model.
• An upgrade after payment of the price difference.
• A promotional replacement offer.

Exchanges and upgrade offers are discretionary unless required as a remedy for a verified defect or fulfillment error.

Additional shipping charges or price differences will be disclosed before the exchange is confirmed.

15. Refund Processing

Once a return is delivered:

• The parcel will be checked against the authorized return request.
• The product and included components will be inspected.
• We may contact you if the product received does not match the return request.
• You will be notified when the return is approved or when further information is needed.

Approved refunds will normally be submitted to the original payment method within 10 business days after approval.

Your bank, credit-card issuer, PayPal, or payment provider may require additional processing time before the funds appear in your account.

Refunds cannot normally be issued:

• In cash.
• To a different card.
• To a different bank account.
• To another person’s payment account.

For discounted orders, the refund will be based on the amount actually paid. Where only part of a discounted bundle is returned, the applicable bundle discount may be recalculated where this was clearly disclosed at purchase.

16. Chargebacks and Payment Disputes

Before opening a payment dispute or chargeback, we encourage customers to contact us at contact@steezia.com so that we have an opportunity to investigate and resolve the issue directly.

Opening a chargeback does not remove any rights provided by law. However, while a payment dispute is active:

• The payment provider controls the dispute process.
• Direct refund processing may be paused to prevent duplicate reimbursement.
• The review timeline is determined by the bank or payment provider.
• We may be required to submit supporting information.

Supporting information may include:

• Order and payment records.
• Delivery confirmation.
• Tracking information.
• Customer-service communications.
• The return policy displayed at the time of purchase.
• Return instructions.
• Inspection findings.
• Refund or replacement records.

We reserve the right to challenge payment disputes containing materially inaccurate information or disputes opened after a refund, replacement, or other agreed resolution has already been provided.

Nothing in this section prevents a customer from exercising any lawful right to dispute an unauthorized or incorrect charge.