Refund policy

60-Day Trial

We offer a 60-day trial period, which means you have 60 days from the date you receive your item to request a return if you are not satisfied.The trial period starts from the delivery date based on carrier tracking.

Return Eligibility

To be eligible for a return, the item must be returned with its original packaging and all included accessories. Missing parts may affect the refund amount.You will also need the receipt or other proof of purchase.For hygiene and safety reasons, ear tips and cleaning accessories are non-returnable once opened or used. However, they are not required to be returned for a refund.

How to Start a Return

To start a return, please contact us at support@HearTru.com. Our support team typically responds within 24–48 hours (business days).After your return request is approved, we will provide the return address in China and a return authorization (RMA).

Customers are responsible for covering all return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item. Items returned without prior authorization will not be accepted.

If you have any questions about your return, you can always contact us at support@HearTru.com.

Damages and Issues

Please inspect your order upon arrival and contact us within 48 hours of delivery if the item is defective, damaged, or incorrect, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom products (such as special orders or personalized items), and hazardous materials, flammable liquids, or gases.

Sale items are eligible for return under our 60-day trial policy unless otherwise clearly stated on the product page. Gift cards are non-returnable.

Exchanges

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

Refunds

We will notify you once we have received and inspected your return, and let you know whether your refund has been approved. If approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@HearTru.com.