Return & Refund Policy

30-Day Return Window

Hearvello offers a 30-day return window from the date your order is delivered. To be eligible for a return, your return request must be submitted within 30 days of delivery.

Before Requesting a Return

Many common issues can be improved with setup help, volume adjustment, or a better ear tip fit. Before starting a return, we recommend contacting our support team so we can help troubleshoot.

We can help with first-time setup, charging, fit, whistling, comfort, and daily use questions.

Return Eligibility

To qualify for a return, the item must meet the following conditions:

• The return request is submitted within 30 days of delivery.
• The item is returned with the charging case and included accessories.
• The item is not damaged due to misuse, water exposure, heavy impact, or unauthorized repair.
• The item is returned in a safe and secure package.

Non-Returnable Items

Returns may not be accepted in the following cases:

• Return requests submitted after the 30-day return window.
• Products damaged by misuse, water exposure, or accidental damage.
• Items missing major components, such as the charging case or device pair.
• Products returned without contacting Hearvello support first.

How to Request a Return

To request a return, please contact us with the following information:

• Your order number
• The email address used at checkout
• The reason for your return request
• Photos or details if the item arrived damaged or defective

Please wait for return instructions before sending your item back. Returns sent without authorization may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

We recommend using a trackable shipping service. Hearvello is not responsible for returned packages that are lost or damaged in transit.

Refund Processing

Once your return is received and inspected, we will notify you whether your refund has been approved.

Approved refunds are typically processed back to your original payment method within 5–10 business days. Your bank or payment provider may take additional time to post the refund.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.

Please include your order number and clear photos of the item, packaging, and any issue so we can review the situation.

Exchanges

We may offer a replacement or exchange if the item is defective or incorrect. Please contact our support team first so we can review your case and provide next steps.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

Once an order has been processed or shipped, we may not be able to cancel it. In that case, you may need to request a return after delivery.

Contact Us

For return or refund questions, please contact us:

Email: support@hearvello.com

Support Hours:
Monday–Friday
9:00 AM–5:00 PM EST