Refund policy
RETURN AND REFUND POLICY
Last updated: July 10, 2026
At Hears, we want you to be satisfied with your purchase.
RETURNS
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must be:
- Unused, unworn and in its original condition;
- Returned with its original packaging, tags and accessories;
- Accompanied by proof of purchase or your order number.
To request a return, contact us at support@store-hears.com or use the contact form available on https://store-hears.com/.
Please do not send any product back before receiving return instructions from our customer support team.
RETURN SHIPPING
Unless the product is defective, damaged, incorrect or otherwise required by applicable law, return shipping costs are the responsibility of the customer.
Original shipping charges are non-refundable, except where required by applicable law or where the return results from an error on our part.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your item is damaged, defective or incorrect, contact us as soon as possible at support@store-hears.com. Please include your order number and clear photographs showing the issue.
We will review the request and provide an appropriate solution, which may include a replacement, refund or other remedy.
NON-RETURNABLE ITEMS
For hygiene and safety reasons, we cannot accept returns of:
- Items that have been worn or used;
- Items showing signs of wear, washing, damage or alteration;
- Items returned without their original packaging;
- Gift cards;
- Personalised or custom-made products;
- Sealed hygiene-sensitive products after the seal has been opened.
These exclusions do not affect any mandatory consumer rights that apply to defective, damaged or incorrectly supplied products.
REFUNDS
Once your return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank, card issuer or payment provider.
We are not responsible for delays caused by banks or payment providers after the refund has been issued.
EXCHANGES
We do not guarantee direct exchanges.
The fastest way to obtain another size or product is to return the eligible item and place a new order after your return has been approved.
ORDER CANCELLATIONS
Orders may be cancelled only before they enter processing or fulfilment.
To request a cancellation, contact support@store-hears.com immediately after placing your order.
We cannot guarantee cancellation once an order has been processed, prepared or shipped.
If the order can no longer be cancelled, you may request a return after receiving it in accordance with this policy.
CUSTOMER RESPONSIBILITY
Customers are responsible for entering a complete and accurate shipping address.
We are not responsible for orders delivered to an incorrect address supplied by the customer. Additional shipping charges may apply if an order must be resent.
CONTACT
Email: support@store-hears.com
You may also contact us through the contact form available on https://store-hears.com/.
Nothing in this policy limits any mandatory consumer rights available under applicable law.