FAQ
FREQUENTLY ASKED QUESTIONS
ORDERING & SHIPPING
Q: How long does shipping take?
A: 3–7 business days. That includes 1–3 days for processing and quality control (required for medical in-ear devices) at our Stoke-on-Trent warehouse, and 2–4 days Royal Mail delivery depending on your location.
Q: Do you offer free shipping?
A: Yes, we offer free standard shipping on all orders within the UK.
Q: Can I track my order?
A: Yes, you'll receive a tracking number via email once your order ships.
Q: What if I need to change my shipping address?
A: Contact us immediately at support@smarthearing.com. We can only change addresses before your order ships.
Q: Do you ship internationally?
A: No, we only ship to the UK.
RETURNS & REFUNDS
Q: What is your return policy?
A: We offer a 45-day trial at home from delivery date. All returns must be authorized by contacting us first.
Q: How do I return my hearing aids?
A: Contact support@smarthearing.com for authorization. We'll guide you through the process.
Q: Is there a restocking fee?
A: Generally not, unless the condition of the returned item is not good, but we always do our best to keep it reasonable and transparent.
Q: What if my hearing aids are damaged?
A: If damaged due to manufacturing defects, you'll receive a free replacement (1 year warranty with option to extend to 2 years). Physical damage, water exposure, or poor maintenance are not covered.
Q: How long does it take to get my refund?
A: 5-7 business days for inspection, then funds are returned to your original payment method.
PRODUCT SUPPORT
Q: How do I set up my hearing aids?
A: Right after ordering, you'll receive access to 10 step-by-step onboarding videos, before your Smart Hearing even arrives. Detailed instructions are also included in the box, and our UK support team is here if you need any help.
Q: What if my hearing aids don't fit properly?
A: Contact us and we can provide fitting guidance or discuss return options.
Q: How do I clean and maintain my hearing aids?
A: Use the included cleaning tools regularly. Avoid water exposure and remove wax buildup. Full care instructions are in your user manual.
Q: What's included in the box?
A: Hearing aids, charging case, cleaning tools, different sized ear tips, and user manual.
Q: Are the hearing aids waterproof?
A: No, avoid water exposure as this will void your warranty and return eligibility.
BATTERY & CHARGING
Q: How long does the battery last?
A: Battery life varies by usage but typically lasts a full day with normal use.
Q: How do I charge my hearing aids?
A: Use the included charging case. Instructions are provided in your user manual.
Q: What if my hearing aids won't charge?
A: Check the charging contacts for debris, ensure proper placement in the case, and contact support if issues persist.
PAYMENT & PRICING
Q: What payment methods do you accept?
A: We accept all major credit cards and secure online payment methods.
Q: Are there any hidden fees?
A: No, the price you see includes everything. Shipping is free.
Q: Can I pay in installments?
A: Payment options vary by region. Check at checkout for available options.
WARRANTY & SUPPORT
Q: What warranty do you offer?
A: Every Smart Hearing device comes with a 1-year warranty covering manufacturing defects. Want extra peace of mind? Upgrade to our 2-year extended warranty at checkout. If anything goes wrong (manufacturing defects), we replace it free of charge.
Q: What's not covered under warranty?
A: Physical damage, water exposure, and unauthorized modifications.
Q: How do I get technical support?
A: Email support@smarthearing.com. We respond within 24 hours during business days.
HEARING HEALTH
Q: Are these hearing aids suitable for my hearing loss?
A: Our products are designed for mild to moderate hearing loss. For severe hearing loss or medical concerns, consult an audiologist.
Q: Do I need a prescription?
A: No prescription required, but we recommend consulting a hearing professional for proper assessment.
Q: Can I use these with other medical devices?
A: Consult your healthcare provider about compatibility with other medical devices.
CUSTOMER SERVICE
Q: How can I contact customer service?
A: Email support@smarthearing.com. We respond within 24 - 48 hours, Monday-Friday, 9AM-6PM GMT.
Q: What information should I include when contacting support?
A: Your order number, email address, and detailed description of your question or issue.
Q: Do you offer phone support?
A: Currently, we provide support via email for the most comprehensive assistance.
IMPORTANT REMINDERS
- All returns must be authorized - contact us first
- 45-day trial starts from delivery date - not purchase date
- Keep original packaging for potential returns
- We don't diagnose or treat hearing loss - consult professionals for medical advice
- Unauthorized returns do not fall under our 45-day better hearing guarantee