Refund Policy
1) CANCELLATIONS & ORDER CHANGES
You may request a cancellation within 24 hours of placing your order. Order changes (address or items) must also be requested within 24 hours. After this window, your order may already be processed and shipped, and cannot be changed or cancelled.
2) RETURNS
We accept returns within 30 days of delivery. Your Gather Hearing Aid 2.0 does not need to be unused - you're welcome to try it during the 30-day period and return it if it's not right for you.
To be eligible for a return, your order must:
Be returned within 30 days of delivery
Include all original contents (hearing devices, charging case, USB-C cable, cleaning brush, ear domes)
Return shipping is the customer's responsibility and is not covered by Gather Hearing.
3) HOW TO START A RETURN (RMA REQUIRED)
All returns must be approved before you send anything back.
Contact our support team at info@gatherhearing.com with your order number and email address. If approved, you will receive a Return Merchandise Authorization (RMA) number and return instructions. Returns sent without an RMA will not be accepted and will not be eligible for a refund. Once approved, please ship your return within 7 days.
4) DAMAGED, DEFECTIVE, OR INCOMPLETE ORDERS
If your order arrives damaged, defective, or incomplete, please contact us at info@gatherhearing.com within 7 days of delivery. Please include your full name, order number, and clear photos or video of the issue (including packaging where relevant). If confirmed, we will provide a free replacement or an appropriate resolution at no extra cost. Damage caused by misuse, mishandling, or improper storage is not eligible.
5) REFUNDS
Once your return is received and inspected, approved refunds are processed within 10 business days and issued to your original payment method. If your return is missing items (such as the charging case, cable, or ear domes), we may issue a partial refund or return the item to you (shipping costs may apply).
6) BUNDLES & FREE PROMOTIONAL ITEMS
If your order includes a bundle or free promotional item, all items must be returned together. If a free promotional item is not returned, its retail value may be deducted from your refund.
7) WRONG ADDRESS
It is your responsibility to enter the correct shipping address at checkout. If you notice an error, contact us at info@gatherhearing.com within 24 hours of placing your order. If the order has already been processed or shipped, we may not be able to update it. If a package is returned to us due to an incorrect address, we can reship it (shipping costs may apply) or issue a refund minus shipping and handling costs.
8) DELIVERY DELAYS
Delivery timelines shown at checkout are estimates, not guarantees. Delays caused by carriers, customs, weather, peak season, or other circumstances outside our control do not qualify for a refund. If your shipment appears stalled or delayed, contact us at info@gatherhearing.com and we will assist.
9) LOST OR STOLEN PACKAGES
Gather Hearing is not responsible for lost or stolen packages. If your tracking information shows your package as delivered but you have not received it, please first check with neighbors and any safe drop locations, then file a complaint with your shipping carrier. If you need help with this process, contact us at info@gatherhearing.com and we will do our best to assist.
10) NON-RETURNABLE ITEMS
Gift cards are non-returnable and non-refundable.
11) CHARGEBACKS & DISPUTES
If you experience an issue with your order, please contact us at info@gatherhearing.com first so we can resolve it quickly. Submitting a chargeback or payment dispute without contacting us first may delay resolution and may affect your eligibility for a refund or replacement.
12) ABUSE PREVENTION
We reserve the right to refuse returns or refunds in cases of suspected fraud or abuse, excessive return history, missing or incorrect items returned, or claims that cannot be verified. This policy does not affect your statutory consumer rights, which vary by location.