Refund policy

At Steezia, your satisfaction means everything to us. Hearing aids are personal devices and may take a short adjustment period as your ears and brain adapt to hearing sounds more clearly.

For this reason, we offer a 30-Day Trial, allowing you to test your hearing aids in everyday environments such as conversations, watching television, and social settings.

If the product is not suitable for you, you may request a return within 30 days of delivery, subject to the conditions outlined below.

Important Information

Steezia hearing aids are designed to support individuals with mild to moderate hearing loss in everyday listening environments. They are not intended for severe or profound hearing loss. If you are unsure about your level of hearing loss, we recommend consulting a qualified audiologist or healthcare professional before purchasing.

Our 30-Day Trial compares the hearing experience of wearing Steezia hearing aids versus wearing no hearing aids, not comparisons with prescription hearing aids, NHS devices, or other brands.

Because hearing aids are personal devices, comfort and sound preferences may vary between users. Our 30-Day Trial allows you to evaluate the hearing aids in real-world environments and determine whether they improve your hearing experience.

Adjustment Period

Hearing aids often require a short adjustment period as your brain re-learns to process sounds that may not have been heard clearly for some time.

It is normal for the listening experience to improve gradually during the first 7–14 days of consistent use.

For the best experience, we recommend wearing your hearing aids daily in different environments such as conversations, watching television, and social settings before deciding whether the product is right for you.

What to Expect When First Using Hearing Aids

When wearing hearing aids for the first time, some sounds may initially seem different or more noticeable. This happens because your brain is adjusting to hearing sounds that may have been reduced or missing previously.

During the first few days, some users may notice:

  • background sounds becoming more noticeable
  • their own voice sounding slightly different
  • environmental sounds such as footsteps or paper movement

This is a normal part of the hearing adaptation process, and most users experience significant improvement after 7–14 days of regular use.

Genuine Trial Requirement

To qualify for a refund under the 30-Day Trial, the hearing aids must be genuinely tested in everyday listening situations. A genuine trial means using the hearing aids consistently over a reasonable period — not just a few minutes or hours of testing.

Returns requested without genuine usage or outside the intended use of the product may not qualify for a full refund.

How to Request a Return

  1. Contact our customer service team at contact@steezia.com with your return request and provide a detailed explanation of the issue with the product including photos or video as evidence.
  2. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  3. Return the package to the provided return address and share the tracking information with us so that we can monitor its progress, we will not be responsible for lost or missing packages.

We do not accept returned items that were sent back directly without notifying us first.

Products not originating from Steezia and sent to our distribution facility will be considered unauthorized returns and will be discarded upon receipt.

Support & Troubleshooting

Before authorising a return, our support team may provide basic troubleshooting guidance.

Many early concerns can be resolved through:

  • adjusting ear domes
  • changing volume settings
  • ensuring proper insertion
  • cleaning or maintenance guidance

Customers may be asked to follow these steps before a return is approved.

Return Conditions

To qualify for a return:

  • The request must be made within 30 days of delivery
  • The hearing aids must be clean and undamaged
  • All original accessories, packaging, and manuals must be included
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 fee covers non-resellable accessories and professional sanitation processing.

Returns that arrive incomplete, damaged, or showing signs of misuse or excessive wear may be subject to partial refunds depending on the condition of the returned device.

Return Shipping

  • Return shipping costs are the responsibility of the customer, unless the item is confirmed to be defective.
  • We recommend using a trackable shipping service, as returned items remain the customer’s responsibility until they are received and inspected.
  • All authorised returns must be sent to our certified manufacturing and inspection facility, where returned devices are professionally inspected, sanitised, and tested before a refund is processed.

Damaged or Faulty Items

Damaged or faulty items must be reported within 24 hours of delivery. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. Be sure to include your order number and a description or photo of the issue so we can evaluate it and make things right.

  • We will offer a free replacement or full refund once the issue is verified.
  • You won’t need to return the faulty item in most cases.

Customer remorse or Exchange

If you wish to exchange your hearing aids or return them due to personal preference:
  • You must notify us within 30 days of delivery
  • Return shipping costs remain the customer's responsibility
  • A separate purchase may be required for replacement models
Our support team will guide you through the exchange process step by step.

Refund Policy

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@steezia.com.

Charge-backs & Dispute

Before opening a payment dispute or chargeback, we kindly ask that you contact our support team first.

Most issues can be resolved quickly through our customer service team. Opening a chargeback may delay the resolution process and may involve additional administrative procedures.

We value your satisfaction and will always do our best to reach a fair resolution.

Need help ?

If you’re unsure whether your device is still under warranty or want to speak with someone about a concern, our support team is here to help. Just reach out via our contact page or email us directly at contact@steezia.com.