Refund policy
Refund Policy — 45-Day Trial
At Borealsound, we stand behind the quality of our hearing aids. That's why every order comes with a 45-day at-home trial period, starting from the day you receive your order.
1. The 45-day trial
You have 45 days after receiving your order to try our hearing aids in real, everyday conditions. If you're not satisfied, you can return the product for a full refund of the purchase price.
2. Conditions for a refund
- Your return request must be made within 45 days of receiving your package;
- The product must be returned in its original packaging, complete with all included items (box, charging case, ear tips, manual, accessories);
- The product must be in generally good condition, free of any damage beyond normal trial use;
- You must provide proof of purchase (order number or confirmation email).
3. How to start a return
- Contact us at contact@helvetisound.ch with your order number and the reason for your return;
- We'll walk you through the next steps and confirm your return is approved;
- Ship the product back using a trackable, insured shipping method, at your own cost.
4. Return shipping costs
Return shipping costs are the customer's responsibility, except where the product was defective on arrival or the error was ours. We recommend using a trackable shipping service: we can't be held responsible for packages lost or damaged during return transit.
5. Processing your refund
Once we receive and inspect your return, we'll let you know by email whether your refund has been approved. If approved, your refund will be processed within 14 business days, back to your original payment method. How long it takes to appear in your account depends on your bank or payment provider.
6. Exchanges
We only offer exchanges for products that are defective or damaged on arrival. Contact us within 7 days of delivery to report any defect.
7. 12-month warranty
Separate from the trial period, your Borealsound hearing aids are covered by a 12-month warranty against manufacturing defects. See our Terms of Sale for full details.
8. Non-returnable items
For hygiene and safety reasons, the following items can't be returned: used ear tips (once removed from sealed packaging), and products customized on request.
9. Contact us
📧 contact@helvetisound.ch