Refund Policy

A legal disclaimer

Refund Policy

Effective Date: 1 July 2025
Eastern Hearing

At Eastern Hearing, your satisfaction is important to us. We aim to provide quality service and transparent communication. This Refund Policy outlines your rights and our process regarding refunds, returns, and service concerns.

1. Hearing Aid Refunds (Trial Period)

Hearing aids purchased from Eastern Hearing come with a 60-day trial period, unless otherwise specified.
If you are not satisfied within the trial period, you may request a refund or exchange.
Devices must be returned in reasonable condition, including all original packaging, accessories, and documentation.
A fitting/restocking fee may apply to cover professional service time and consumables.

2. Service Refunds

Refunds for clinical services (e.g., hearing tests, wax removal) will only be considered if:

The service was not delivered as agreed
There was an error or issue on our part that materially affected the outcome

We do not provide refunds for:

Change of mind after service has been delivered
Incomplete results due to client non-compliance (e.g., unable to complete testing due to illness or uncooperative behaviour)

3. Custom Products and Consumables

Custom-fit items (e.g., earmolds) and consumables (e.g., batteries, domes, wax guards) are non-refundable unless they are:

Faulty or damaged on arrival
Supplied in error

Proof of purchase and original packaging are required.

4. Warranty-Related Returns

Products under warranty (typically 3 years for hearing aids) may be:

Repaired or replaced at no charge, depending on manufacturer policy
If repair is not possible and the issue falls within warranty terms, a refund or replacement will be offered

Out-of-warranty products are eligible for paid repair or replacement.

5. Refund Process

To request a refund:

Email us at info@easternhearing.co.nz or call 021 229 2788
Provide your receipt or proof of purchase
We will assess your request and respond within 7 business days

If approved, refunds will be processed to your original payment method or via bank transfer.

6. Your Rights Under NZ Law

This policy does not limit your rights under the Consumer Guarantees Act 1993. You are entitled to:

A remedy if a product or service is faulty, unsafe, or not as described
A refund, replacement, or repair, depending on the nature of the issue

More info: https://www.consumerprotection.govt.nz

If you have any questions about this policy or wish to make a claim, please contact:

Eastern Hearing
Email: info@easternhearing.co.nz
Phone: 021 229 2788
Locations: DW Family Doctors & Clevedon Medical Centre