Return & Refund Policy

45-Day Return Window

Hearvello offers a 45-day return window beginning on the date your order is delivered. To be eligible for a return, your return request must be submitted within 45 calendar days of delivery.

Before Requesting a Return

Many common issues may be improved with setup assistance, volume adjustment, charging support, cleaning, or a different ear tip size. Before starting a return, we recommend contacting our support team so we can help troubleshoot the issue.

We can assist with first-time setup, charging, fit, whistling, comfort, sound adjustment, cleaning, and general daily-use questions.

Return Eligibility

Returns are accepted for change-of-mind, fit, comfort, and product-performance concerns when the return request is submitted within 45 days of delivery.

Products may be opened and reasonably tried during the 45-day return period. To qualify for a return, the following conditions must be met:

• The return request is submitted within 45 calendar days of delivery.
• The hearing aids, charging case, and major included accessories are returned.
• The product has not been damaged by misuse, water exposure, heavy impact, modification, or unauthorized repair.
• The product is cleaned and packaged safely before return.
• The product has not been used beyond what is reasonably necessary to test its fit, comfort, and operation.
• The customer follows the return instructions and uses the authorized return address provided by Hearvello support.

Non-Returnable Items

A return may not be approved in the following circumstances:

• The return request is submitted after the 45-day return window.
• The product has been damaged by misuse, water exposure, accidental damage, heavy impact, modification, or unauthorized repair.
• One or both hearing aids, the charging case, or another major product component is missing.
• The product shows damage or excessive wear beyond reasonable product testing.
• The product is returned in an unsafe, heavily contaminated, or unsuitable condition.
• The package is sent to an address that was not provided or approved by Hearvello support.

How to Request a Return

To start a return, email support@hearvello.com within 45 days of delivery.

Please use the following email subject: Return Request – Order #[your order number]

Include the following information in your request:

• Your full name
• Your order number
• The email address used at checkout
• The product you wish to return
• The reason for the return
• Photos or video if the product arrived damaged, defective, or incorrect

Our support team will normally respond within 2 business days. If your request is eligible, we will provide return authorization, packing instructions, and the correct return address.

After receiving the return instructions, please ship the return within 7 calendar days and email the tracking number to our support team.

Please do not send the product back to the address shown on the original shipping label. That address may not be our authorized returns facility, and packages sent there may be delayed, refused, or unable to be processed.

Return Shipping and Fees

For change-of-mind, fit, comfort, preference-related, or non-defective returns, the customer is responsible for the return shipping cost.

If the product arrived damaged, defective, or incorrect, Hearvello will provide a prepaid return label or reimburse a reasonable return shipping cost after the issue has been reviewed and confirmed.

Hearvello does not charge a restocking fee for eligible returns.

Customers should use a trackable shipping service and keep the shipping receipt until the refund is completed. Hearvello is not responsible for return packages that are lost or damaged before reaching the authorized returns facility.

Refund Processing

After your returned product is delivered to our authorized returns facility, Hearvello will inspect and process the return request.

The complete refund process is normally completed within 7 business days after the returned product is delivered to our facility.

We will notify you by email when your return has been approved, declined, or if additional information is required.

Once approved, the refund will be issued to the original payment method. Your bank, credit card company, or payment provider may require additional time to post the refund to your account.

Eligible refunds include the amount paid for the approved returned product and any applicable taxes.

Original expedited shipping charges are non-refundable for change-of-mind returns. If the product was damaged, defective, or incorrect, eligible original shipping charges will also be refunded.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible after delivery.

Include your order number and clear photos or video showing the product, packaging, shipping label, and the reported issue.

After reviewing the issue, we may offer troubleshooting, replacement parts, a replacement product, a prepaid return, or a refund, depending on the circumstances.

Exchanges and Replacements

We may offer an exchange or replacement when a product is confirmed to be damaged, defective, incorrect, or unsuitable due to a verified product issue.

Please contact our support team before returning any item. Replacement availability may depend on current inventory.

Order Cancellations

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

We cannot guarantee that an order can be canceled or modified after it has entered processing.

Once an order has shipped, it cannot be canceled. You may request a return after delivery in accordance with this policy.

Late or Missing Refunds

If you have received a refund confirmation but the refund has not appeared, please first check your bank or payment account again.

You may also contact your credit card company, bank, or payment provider, as processing times can vary.

If you have completed these steps and still have not received your refund, contact us at support@hearvello.com .

Contact Us

For return, exchange, cancellation, or refund questions, please contact our support team:

Email: support@hearvello.com

Support Hours:
Monday–Friday
9:00 AM-5:00 PM Mountain Time (MT)

Business Information:
Hearvello is a brand operated by NUVEXIO INC.

Store Operator:
NUVEXIO INC, operating the Hearvello brand