customer service

100 day money back policy/return

If you are not satisfied with your Nano hearing aid device or any unopened accessory (the “Device”), you have the option of returning the Device within 100 days (100) days after delivery. So long as, in our reasonable opinion, the Device is in its original condition (unopened, in the case of an accessory) and has not been damaged or modified (including repaired without our prior written consent) in any way, we will credit back the purchase price to the account used at the time of purchase, less any charges for early return, no-rma, restocking fees, and prepaid shipping label fee.

Refunds are processed within approximately five (5) business days of our receipt of your Device. You will receive an email once your refund has been processed. Your refund will be credited back to the same payment method used to make the original purchase on the Service unless we are not able to do such and then you will receive a check through email you can print or direct deposit. WE OFFER NO REFUNDS ON ANY PRODUCTS DESIGNATED ON THIS SITE AS NON-RETURNABLE.


If I need to return an item, what should I do?:

Step 1: Contact Nano Hearing Aids. Before sending items to us for return, we highly encourage you to contact us and provide us with the reason for your return. Oftentimes, through discussion we can help to correct any issues that may have arisen and contributed to the reason for a return (ie. something wasn't working correctly and we can troubleshoot over the telephone). If a return is warranted, please let us know if you would like an exchange or a payment refund. If you choose to refund, you must have tried the devices for a minimum of 30 days from the date you received your order, or you will incur a $15 early return fee. A Return Merchandise Authorization (RMA) Number will be assigned to you. If you do not receive an RMA number prior to returning, you will incur a $25 no-rma fee as well. This number is required to be included in your return correspondence to us.

Step 2: Prepare your return. Repack all contents in their original packaging. For some purchases, this means you will need to include several individual items, so make certain that you return all items from the package received. Then, attach the return label, provided by the agent through email, to the outside of your package, concealing all original shipping labels. Please note that we do provide return labels and deduct this cost of shipping and handling of $30 from your refund amount and return shipping is non-refundable even if you choose to use your own label.

Step 3: Send your return back. To ensure on-time delivery, please:

  1. Attach your return label to outside of the package concealing all original shipping labels on the package you received.
  2. Forward the package to our return address by using the prepaid label that was emailed to you.
  3. Safely keep the packing slip with you until your return has been successfully processed.

If your original payment was made with a credit card, and you choose to get a refund, your credit card will be credited during processing and if we are unable to process back onto your credit card, you will be emailed a check that you can choose to print or direct deposit to your bank. Due to the nature of processing credit card payments, the refund payment may not appear on your statement until after one or two billing cycles.


How can I check the status of my returned items?:

Prior to us receiving your returned item, the tracking number that was provided to you, is the only way that your package can be tracked.

Once we receive your returned items, we will begin processing your refund/exchange in a timely fashion.

If a refund is being made to your credit card, then we will initiate that refund directly with the bank or credit card that the order was made with. Due to the nature of processing credit card payments, the refund payment may not appear on your statement until after one or two billing cycles.

If a refund is being issued by check, due to not being able to refund original credit card, please allow 3-5 business days for us to process the refund, issue the check and send it to your email address.

If the item you are returning is being exchanged or replaced for another item, be sure to ask your customer service representative when the new items will be shipped. Generally speaking, we will need to receive the item being returned to us before we can issue a replacement or exchange. This means that we need to receive confirmation of the device you’re returning before being able to issue a replacement or exchange to verify that it is undamaged and complete. This also means that if you are doing an exchange for a different product and have not yet returned the original to us, you will be charged in full for the new product. Then once we receive the product being returned, your refund will be issued.

During this process, our customer service team can act as your point of contact.


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