1. Return Policy

We want you to be satisfied with your purchase. If for any reason you are not happy with your hearing aid or eligible product, you may request a return within 7 - 10 days of delivery, subject to the conditions mentioned below.

To be eligible for a return, the product must be:

• Unused and in the same condition as received.
• In its original packaging with all accessories included.
• Accompanied by valid proof of purchase, such as an order ID or receipt.

Products that have been used, altered or damaged after delivery may not be eligible for return.

Custom-fitted or in-the-ear hearing aids, including ITE, IIC and CIC devices, cannot be returned once they have been fitted or worn, subject to applicable product-specific terms.

2. How to Initiate a Return

To initiate a return request, please contact our team within 7 days of receiving your order.

Please provide your order ID, the reason for the return and, where applicable, photographs of the product if it arrived damaged or defective.

Our team will review your request and normally respond within 2 business days.

3. Return Shipping

Unless otherwise agreed by Soft Hear, the customer is responsible for the cost of return shipping.

We recommend using a reliable and trackable courier service when returning a product. Soft Hear is not responsible for products that are lost or damaged while being returned by the customer.

Please do not send a product back without receiving return instructions or approval from our support team.

4. Refund Policy

Once we receive and inspect the returned product, we will notify you whether the return has been approved or rejected.

The inspection and refund approval process may take 3–5 business days after the returned product is received.

If the refund is approved:

• COD orders: The refund may be processed through bank transfer (NEFT/IMPS) to the customer's provided bank account details.
• Online payments: The refund will generally be processed to the original payment method used for the purchase.

Approved refunds will normally be processed within 5–7 business days after approval. The time taken by the bank or payment service provider to reflect the amount may vary.

Shipping and handling charges, if applicable, are generally non-refundable unless the return is due to a defective, damaged or incorrect product supplied by Soft Hear.

5. Damaged or Defective Products

If you receive a product that is damaged, defective or different from the product ordered, please contact Soft Hear within 48 hours of delivery.

Please provide photographs or other relevant details of the product and packaging so that our team can review the issue.

Where the issue is verified as a product defect, transit damage or an incorrect product supplied by Soft Hear, we may arrange an appropriate replacement, repair or refund in accordance with the applicable product terms.

6. Shipping Policy

Soft Hear provides delivery services for eligible products across India.

Orders are generally dispatched within 1–2 business days after order confirmation, subject to product availability and successful payment or order verification.

The estimated delivery time is generally 5–7 business days from dispatch, depending on the customer's location, courier service and other circumstances beyond our control.

For Cash on Delivery (COD) orders, our team may contact the customer by phone to confirm the order before dispatch.

Customers should ensure that the phone number and delivery address provided at the time of purchase are accurate and reachable.

Delivery availability may vary depending on the customer's location. If you are unsure whether we deliver to your area, please contact us before placing an order.

7. Non-Returnable Items

The following products may not be eligible for return:

• Custom-fitted or in-the-ear hearing aids such as ITE, IIC and CIC devices once fitted or worn.
• Accessories such as domes, wax filters and batteries where return is restricted for hygiene or product safety reasons.
• Products returned after the applicable return window.
• Products that are damaged, altered or used after delivery, except where the issue is covered under a defective or damaged-product claim.
• Products returned without the original packaging, accessories or valid proof of purchase, where these are required for the return.

8. Cancellations

Customers may request cancellation of an order before the product has been dispatched by contacting Soft Hear as soon as possible.

Once an order has been dispatched, the standard return policy will apply.

Have Questions About Your Order?

If you have any questions regarding your order, return, refund or shipping, please contact the Soft Hear team.