Delivery and Returns Policy


We will make reasonable endeavours to ensure your goods are dispatched to you as quickly as possible after placing your order. We will dispatch your goods within 3 working days of order receipt; we will contact you if, for any reason, this is not possible. All orders will be delivered by Royal Mail Tracked 1st Class.

Delivery of the Goods will be made to the address provided by you at the time of placing your order.

If your Goods are not delivered safely within a reasonable number of days of you receiving notification of dispatch, you should contact us. Customers should promptly inspect goods delivered to them to satisfy themselves that any goods delivered to them are as expected.


Our 60-day, money back guarantee is exactly that – if you are unhappy with any item you have bought from Novus Hearing, you can return it to us up to 60 days after it has been dispatched, for a replacement or full product refund.

Returning assistive listening devices

These products may be unwrapped for testing but if they prove to be unsuitable then a 100% refund will be issued only if the product is returned in a brand new, saleable condition, with all packaging and contents intact.

N.B. We would not consider an item to be re-saleable if:

The box or contents are dirty or damaged.
Personal data or phone numbers have been added. – remove?
The original contents are damaged or missing.
Any device that requires re-packing, to ensure it is as new, will attract a nominal charge of £7.50 that will be deducted from the refund. All returns will be quality assessed prior to refunding.

Returning hearing aids

Hearing aids can be fully tested in ear; if the fit or sound is not satisfactory, they can be returned within 60 days of receipt for a full product refund. Used accessories such as batteries, domes or wax guards do not need to be returned. If physical damage beyond expected trial use is found on the hearing aid, our standard repair charge will be deducted from your refund as this affects our return policy with the supplier.

To return goods you need to notify, explaining the reason for return and ideally a copy of the original invoice. We recommend you obtain proof of postage from the post office when returning any item to us.

You will be notified by email when your returned goods have been received by us.

For more details, see “Your right to cancel”, in the terms and conditions. Your statutory rights are not affected.

When does the 60-day period start?

We will stamp your receipt with a date when we put it in the post. The 60-day period will start from this date; returns must have a posting date no more than 60 days after this dispatch date.