Refund and Returns Policy

At TellyHear, we understand that adjusting to hearing aids takes time and that the right hearing aids need to work for you in your everyday life.

For that reason, eligible hearing aid purchases come with our 45-Day Money-Back Trial.

This Refund and Returns Policy applies to purchases made from Tellyhear By Lachlan Smith Pty Ltd through tellyhear.com.au.

Tellyhear By Lachlan Smith Pty Ltd
ABN 59 700 760 185
ACN 700 760 185
Moonee Ponds VIC 3039, Australia
Email: admin@tellyhear.com.au

1. 45-Day Money-Back Trial

You may return eligible hearing aids for a refund at any time within 45 days of receiving them, including if you have tried them and simply decide they are not right for you.

The 45-day period begins on the date your hearing aids are recorded as delivered to you by the applicable courier or delivery service.

You do not need to establish that the hearing aids are faulty in order to use the 45-Day Money-Back Trial.

We encourage customers to use the hearing aids during the trial period and contact us if adjustments are required. Hearing aids can take time to adapt to and programming changes may significantly improve your experience.

However, receiving adjustments or support does not take away your right to return the hearing aids within the 45-day trial period.

2. How to start a return

To begin a return, contact us before your 45-day trial period expires at:

admin@tellyhear.com.au

Please provide:

• your name
• order number
• the hearing aids you wish to return
• your preferred contact details.

We may provide you with return instructions and a return reference number.

You must contact us about your return before the end of the 45-day trial period.

Once we provide return instructions, the hearing aids should be returned promptly and in accordance with those instructions.

Please do not send hearing aids to TellyHear, our audiologist, a manufacturer or another address without first contacting us, as this may delay processing of your return.

3. Using the hearing aids during the trial

Our 45-Day Money-Back Trial is intended to allow you to genuinely try your hearing aids.

You may:

• wear the hearing aids
• use them in your normal day-to-day life
• attend remote support or adjustment sessions
• have the programming adjusted
• use normal consumable components such as appropriate domes or wax filters as necessary.

Normal wear resulting from reasonable use during the trial will not by itself prevent you from receiving a refund.

The trial does not cover deliberate damage, reckless misuse, loss, theft or substantial damage caused by use contrary to reasonable care instructions.

4. What needs to be returned

Where reasonably possible, please return the hearing aids together with the items originally supplied as part of your order, including applicable:

• left and right hearing aids
• charging case or charger
• cables and power adapters
• storage or travel cases
• accessories supplied as part of the hearing aid package
• other reusable components included with the purchase.

Original disposable domes, wax guards and similar consumable items do not need to be returned where they have been reasonably used during the trial.

Original retail packaging should be returned where reasonably available, but absence of ordinary packaging will not automatically prevent a return under the 45-Day Money-Back Trial.

If a material reusable component supplied with your order is missing or has been damaged beyond reasonable trial use, we may discuss the issue with you before processing the voluntary trial refund.

Any reasonable deduction relating to a missing or damaged component will not affect rights you may separately have under the Australian Consumer Law.

5. Returning one hearing aid from a pair

If you purchased a pair of hearing aids and wish to keep one hearing aid and return the other during the 45-day trial period, please contact us before returning the device.

Where the original purchase price or discount depended on purchasing a pair, we will recalculate the price of the hearing aid you are keeping based on the applicable single-device price at the time of the original purchase.

Your refund will be the amount originally paid less the recalculated price of the device and any products you choose to keep.

We will explain the calculation to you before finalising the return.

6. Promotional discounts and bundled products

Where your order included a discount, free product or promotional benefit that was conditional on purchasing particular products together, returning part of the qualifying purchase may affect your entitlement to that promotion.

For example, if a discount was offered specifically for purchasing a pair of hearing aids and you return only one device, the remaining device may be repriced according to the terms of the original promotion.

If you return the entire qualifying purchase, we will refund the amount you actually paid for that purchase.

Where a reusable accessory was supplied free as part of a promotional bundle and the qualifying hearing aids are returned, we may require the promotional accessory to also be returned.

We will not use promotional conditions to limit any rights you have under the Australian Consumer Law.

7. Return postage for the 45-Day Money-Back Trial

For a return made solely under our voluntary 45-Day Money-Back Trial because you have changed your mind or the hearing aids are not right for you, you are responsible for the cost of returning the hearing aids unless we tell you otherwise.

We strongly recommend using a tracked and appropriately insured delivery service because hearing aids are valuable items.

Please retain your tracking information until we confirm that your return has been received.

If the return instead relates to a faulty product or another failure to comply with the Australian Consumer Law, different rules concerning return costs may apply.

8. Faulty, damaged or incorrect products

The 45-Day Money-Back Trial is separate from your legal rights where there is a problem with a product.

Please contact us as soon as reasonably practicable if a product:

• is faulty
• is damaged when supplied
• does not work as represented
• is materially different from its description
• is not fit for a purpose that was disclosed and agreed
• is an incorrect product
• otherwise fails to comply with an applicable consumer guarantee.

We may reasonably assess the hearing aid or other product to identify the problem before determining the appropriate remedy.

Depending on the circumstances and the Australian Consumer Law, you may be entitled to a repair, replacement, refund or another remedy.

Your rights for a faulty product are not limited to 45 days.

9. Return costs for faulty products

Where a product is returned because you reasonably believe it is faulty or fails to comply with an applicable consumer guarantee, please contact us before arranging the return.

Where the product is confirmed to have a problem for which TellyHear is responsible under the Australian Consumer Law, we will reimburse reasonable return postage costs you have incurred where required by law.

Please retain evidence of reasonable postage or transport costs.

10. Hearing aid adjustments are not repairs

Hearing aids often require programming adjustments as you adapt to them and as we learn more about your listening preferences.

The need for an ordinary programming or fitting adjustment does not necessarily mean a hearing aid is faulty.

We encourage you to contact us during your 45-day trial so that our audiologist can assist with appropriate adjustments.

Receiving adjustments does not restart, suspend or reduce your 45-day trial period unless TellyHear expressly agrees otherwise with you.

11. Exchanges

If you would prefer another hearing aid rather than a refund, contact us and we may arrange an exchange where the requested product is available and suitable.

If the replacement product costs more than your original product, you will need to pay the difference before the replacement is supplied.

If the replacement costs less, we will refund the applicable difference.

Unless otherwise agreed, we may require the original hearing aids to be received before replacement hearing aids are dispatched.

Where an exchange occurs during the original 45-day trial, we will tell you in writing whether a new trial period applies to the replacement product. Unless we expressly confirm a new trial period, an exchange does not automatically restart the original 45-day period.

Nothing in this section limits any replacement right that arises independently under the Australian Consumer Law.

12. Lost or stolen hearing aids

The 45-Day Money-Back Trial does not provide a refund for a hearing aid that has been lost or stolen while in your possession.

If your hearing aids are lost or stolen, contact us and we will let you know whether any manufacturer loss and damage program, insurance arrangement or replacement option is available for your particular product.

Any fees, excesses or other conditions associated with such a program will be disclosed before proceeding with a claim.

13. Damage during the trial

Normal wear associated with reasonably testing a hearing aid will not prevent a return.

However, our voluntary 45-Day Money-Back Trial does not require us to provide a full refund where a hearing aid has been materially damaged through circumstances such as:

• deliberate damage
• unreasonable misuse
• unauthorised modification
• crushing or significant physical damage
• use contrary to clear care instructions
• other damage substantially beyond normal trial use.

We will consider the circumstances reasonably and will not apply this provision in a way that restricts rights you have under the Australian Consumer Law.

14. Processing your refund

Once we receive your returned hearing aids, we may inspect them and confirm the contents of the returned order.

Where the return is eligible for a refund, we aim to process the refund within 7 business days after completing the return assessment.

Refunds will generally be made to the original payment method used for the purchase.

After TellyHear processes the refund, your bank or payment provider may require additional time before the funds appear in your account.

TellyHear does not control processing times imposed by banks, card networks or payment providers.

15. What will be refunded

For a complete return accepted under the 45-Day Money-Back Trial, we will refund the amount you actually paid to TellyHear for the eligible returned hearing aids and eligible returned products.

Amounts paid directly to an independent third party, such as financing charges or fees imposed independently by another provider, may be governed by that provider’s terms.

If only part of an order is returned, your refund will be calculated based on the items returned and any applicable bundle or promotional pricing described in this Policy.

16. Refunds through Stripe

Payments made through tellyhear.com.au are generally processed through Stripe.

Where your original payment was made through Stripe, an approved refund will ordinarily be returned through the same payment channel.

We generally cannot redirect a card refund to a different person’s card or bank account simply upon request.

Where the original payment method is no longer available, we will work with you and our payment provider to determine an appropriate method of refund.

17. Products other than hearing aids

The 45-Day Money-Back Trial applies to eligible hearing aids unless our website expressly states that another product is included.

Separate return conditions may apply to accessories, consumables, replacement parts, batteries, cleaning products and other items.

For hygiene reasons, certain opened or used consumable products may not be eligible for a voluntary change-of-mind return.

This does not affect your rights where the product is faulty or otherwise fails to comply with the Australian Consumer Law.

18. Manufacturer warranties

Hearing aids and accessories may also be covered by warranties provided by their manufacturer or by other warranties expressly offered by TellyHear.

Those warranties are separate from the 45-Day Money-Back Trial.

The end of the 45-day trial does not necessarily mean that your hearing aid is no longer covered by a manufacturer warranty or by your rights under the Australian Consumer Law.

19. Australian Consumer Law

Our 45-Day Money-Back Trial is an additional benefit provided by TellyHear.

It does not replace or restrict the consumer guarantees that apply under the Australian Consumer Law.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Among other things, products supplied to consumers must satisfy applicable guarantees concerning acceptable quality, fitness for purpose and correspondence with their description.

If a product has a problem, the remedy available to you will depend on the circumstances and whether the failure is major or minor.

Your Australian Consumer Law rights may continue after:

• the 45-Day Money-Back Trial has expired
• a manufacturer’s warranty has expired
• another voluntary warranty has expired.

Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

20. Contact us

To organise a return, exchange or refund, or if there is a problem with your hearing aids, contact:

Tellyhear By Lachlan Smith Pty Ltd
ABN 59 700 760 185
ACN 700 760 185

Website: tellyhear.com.au
Email: admin@tellyhear.com.au
Location: Moonee Ponds VIC 3039, Australia