Refund &Warranty Policy

Refund & Warranty Policy

Last Updated: [Insert Date, e.g., December 2024]Thank you for choosing Didasou products. We are committed to providing reliable products and transparent service. Please review the following policy carefully to understand your rights and responsibilities regarding returns, refunds, and warranties.

IMPORTANT FDA OTC HEARING AID NOTICE

This product is classified as an Over-the-Counter (OTC) hearing aid, intended exclusively for adults aged 18 years and older with mild to moderate hearing loss. It is not suitable for children, individuals with severe/profound hearing loss, or those with untreated ear conditions (e.g., earwax impaction, acute ear infections).The FDA strongly recommends a hearing evaluation by a licensed audiologist before use to rule out underlying health issues. If you experience ear pain, increased hearing loss, or unusual sounds during use, discontinue use immediately and consult a healthcare provider.To report adverse events (e.g., ear irritation, device malfunctions) related to this product, contact the FDA's MedWatch program at 1-800-FDA-1088 or visit www.fda.gov/medwatch.

45-DAY RISK-FREE TRIAL

We offer a 45-day risk-free trial for all Didasou hearing devices, starting from the date of delivery confirmation (as indicated by the shipping carrier’s tracking information). During this period, you may request a return or refund if the product does not meet your needs, subject to the terms outlined below.

RETURN AUTHORIZATION REQUIREMENT

  • Mandatory Authorization: All returns must be authorized by our customer service team before you ship the product back. Unauthorized returns will not be accepted and will be returned to you at your own expense. This step ensures proper processing and protects your eligibility for a refund.
  • How to Initiate Authorization: To request return authorization, contact our customer service team via phone, email, or our official support channel. Please provide your order number, product model, reason for return, and (if used) photos/videos of the product condition.

RETURN TIMELINE & REFUND PROCESSING

  • You must ship the product back within 14 calendar days of receiving return authorization; late shipments may be denied a refund.
  • Once we receive and inspect the returned product (typically 2-3 business days upon delivery to our warehouse), refunds will be issued to your original payment method within 3-5 business days.
  • Credit card refunds may take an additional 1-7 business days to reflect in your account, depending on your card issuer’s processing time.

RETURN SHIPPING FEES

Shipping costs for returns are determined by whether the return is due to a product quality defect or personal preference (no quality issue):
  • Quality Defects: If the product has a manufacturing defect (e.g., non-functional components, faulty sound output) confirmed by our team, we will provide a prepaid return label and cover all return shipping fees. You must first contact customer service to verify the defect before shipping the product back.
  • No Quality Issues: If you return the product for personal reasons (e.g., change of mind, fit preference) with no quality defects, you are responsible for all return shipping fees. Fees may vary based on your location.

RETURN ELIGIBILITY & REQUIREMENTS

To qualify for a return (whether for refund or exchange), the product and accessories must meet the following criteria:
  • Complete Accessories: All original accessories (e.g., charging case, charging cable, cleaning brush, wax guards, user manual) must be returned. Missing accessories will result in a deduction of the accessory’s retail value from your refund instead of rendering the return ineligible.
  • Unopened Bonus Items: Complimentary ear tips (ear domes) must remain unopened and unused. Opened or used bonus ear tips will disqualify the return.
  • Hygiene Items: Hygiene-related accessories (if included) are eligible for return only if they are unopened and in their original sealed packaging.
  • Product Condition: The hearing device itself must be undamaged, free of scratches, and in working condition (unless returned due to a confirmed manufacturing defect).
  • Restocking Fee: A 15% restocking fee will be deducted from your refund for non-quality-related returns (e.g., change of mind). This fee covers packaging replacement and sanitization costs for resale. The restocking fee is waived for returns due to manufacturing defects.

12-MONTH LIMITED WARRANTY

All Didasou hearing devices come with a 12-month limited warranty from the date of delivery, covering defects in materials and workmanship.

WHAT THE WARRANTY COVERS

If a manufacturing defect is confirmed (e.g., internal component failure, unresponsive buttons) within the 12-month period, Didasou will provide free repair or replacement at no cost to you.

WHAT THE WARRANTY DOES NOT COVER

The warranty is void for issues caused by:
  • Human error or physical damage (e.g., drops, impacts, scratches)
  • Water or liquid exposure
  • Unauthorized modifications, disassembly, or repair attempts
  • Poor maintenance (e.g., excessive earwax buildup, failure to clean per the user manual)
  • Normal wear and tear of consumable parts (e.g., batteries, ear domes)

STEPS FOR DEFECTIVE PRODUCTS

If you suspect your Didasou hearing device has a quality defect:
  1. Contact Customer Service First: Do not ship the product back without prior communication. Reach out to our team to describe the defect, provide photos/videos (if requested), and confirm eligibility for warranty service.
  2. Follow Guidance: Our customer service team will guide you through the next steps—either returning the device for inspection, repair, or replacement.

WARRANTY SERVICE DETAILS

  • For valid warranty claims, we will provide a prepaid return label for shipping the defective device to our repair center.
  • Repair or replacement typically takes 7-10 business days from the date we receive your device. A replacement unit will be covered under the original warranty period (not a new 12-month term).

DISPUTE RESOLUTION

If you have concerns about our return or warranty handling, please contact our customer service team first for resolution. If we cannot reach an agreement, you may file a complaint with the Federal Trade Commission (FTC) via ftccomplaintassistant.gov or your state’s attorney general office.

CONTACT INFORMATION

For return authorization, warranty claims, or questions:
  • Email: support@didasou.com
  • Phone: [XXX-XXX-XXXX] (Toll-Free within the U.S.)
  • Business Hours: Monday–Friday, 9:00 AM–5:00 PM (Eastern Time, ET)

POLICY UPDATES

This policy applies only to purchases made directly through Didasou’s official website or authorized direct-sales channels. Didasou reserves the right to update this policy periodically; the latest version will be posted on our website. We will notify you of material changes to this policy via email (using the address provided at checkout) at least 30 days before the changes take effect.