Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
All returns must be pre-authorised by our Customer Support team. We will provide clear instructions in how to return your order. Do NOT send any items to our registered office at Hatton Garden, London.
> Important Disclaimer: Any item sent to our Hatton Garden office without prior authorisation will be destroyed and/or refused and returned to the sender. We assume no responsibility for such items, and any consequences are the sole responsibility of the sender. We bear no responsibility on the handling of your items or documents sent to any address we did not confirm or provide beforehand directly to you.

To start a return, you can contact us at our email: support@hearus.care.
IMPORTANT: Please note that we will provide a returns address once your return has been approved.

If your return is accepted, we will provide you our returns address, as well as instructions on how and where to send your package. You are responsible for any shipping costs and insurance costs for returning your items with protection. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at our email: support@hearus.care

Damages and issues
Please inspect your order upon reception and contact us immediately on our email at support@hearus.care if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and ensure it is resolved.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. We cannot accept returns on sale products, or gift cards. If you are unsure about your item, please contact us before purchasing or requesting a return.

Exchanges
The fastest way to get the item you want is to return your original item. Once the return is accepted, you may place a separate order for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
IMPORTANT: Please note that we will provide a returns address once your return has been approved.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved*, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. 
If more than 15 business days have passed since we’ve approved your return, please contact us at our email: support@hearus.care
IMPORTANT: Please note that we will provide a returns address once your return has been approved.
All returns must be pre-authorised by our Customer Support team.
Do NOT send any items to our registered office at Hatton Garden, London.
*Important Disclaimer: Any item sent to our Hatton Garden office without prior authorisation will be destroyed and/or refused and returned to the sender. We assume no responsibility for such items, and any consequences are the sole responsibility of the sender. We bear no responsibility on the handling of your items or documents sent to any address we did not confirm or provide beforehand directly to you.

Contact Us
For questions about returns, refunds, or exchanges, contact us at: