1. Eligibility for Purchase

By purchasing from Adro, you confirm that:

• You are 18 years of age or older
• You are legally capable of entering a binding agreement
• You provide accurate information during checkout or in-store invoicing

Adro reserves the right to refuse service or cancel orders suspected of misuse or fraudulent activity.

2. Product Categories Covered

This policy applies to the following products:

• Hearing aids (all brands and technology levels)
• Rechargeable hearing aids
• Hearing aid accessories (chargers, domes, filters, TV streamers, remote controls, etc.)
• Custom ear moulds
• Ear protection products
• Batteries (if applicable)
• Other audiology-related devices

3. Purchase Terms

a. In-Store Purchases

• Invoice will be issued immediately
• Device will be fitted or scheduled for programming
• Warranty details will be explained

b. Online Purchases

• Order confirmation will be sent by email/SMS
• Shipping timelines will be communicated
• Certain hearing aids may require an audiologist consultation before dispatch
• Adro reserves the right to verify audiograms or suitability before shipment

4. Non-Returnable Goods

Due to the nature of hearing-care products and hygiene standards, the following items are NON-RETURNABLE:

• Hearing aids (once fitted/programmed)
• Opened or used accessories
• Custom-made ear moulds
• Used earbuds, domes, tubes, or filters
• Batteries
• Diagnostic reports or service fees

These devices are medical-grade, personalised, and cannot be reused or resold.

5. Return Eligibility (If Applicable)

Returns may be accepted ONLY in the following situations: ✔ Manufacturing Defects If a product shows a verified manufacturing defect within the warranty period, it will be:

• Repaired OR
• Replaced by the manufacturer, as per brand policy

✔ Unopened Accessories

• Returned within 7 days of purchase
• Original packaging and invoice are intact
• Product is unused and sealed

✔ Wrong Product Delivered (Online Only) If you receive the wrong product, notify us within 48 hours with images and invoice. A replacement will be arranged at no extra cost.

6. Exchange Policy for Hearing Aids

While hearing aids are non-returnable, exchanges may be allowed under special circumstances:

• Exchange request raised within 7 days
• Device is in perfect condition
• All packaging and accessories are intact
• Exchange is for another model of equal or higher value

Any price difference must be paid by the customer.

7. Cancellation Policy

a. In-Store Purchases Once a product is billed, cancellations are not permitted. b. Online Orders Orders may be cancelled before dispatch for a full refund. After shipment, order cancellation is not possible.

8. Refund Policy

Refunds are applicable only when:

• The product is unopened, unused, and eligible for return (as per section 5)
• Cancelling an online order before dispatch
• A manufacturing defect cannot be repaired or replaced by the manufacturer (rare cases)

Refunds will be processed within 7–10 working days through the original payment method. Adro is not responsible for delays caused by banks or payment gateways.

9. Warranty Terms

All devices come with manufacturer warranty. Warranty covers:

• Manufacturing defects
• Component failures
• Internal circuitry issues

Warranty does not cover:

• Physical damage
• Water damage
• Loss or theft
• Improper handling
• Unauthorized repairs

Detailed brand-wise warranty information will be provided during purchase.

10. Shipping & Delivery (Online Orders)

• Standard delivery timeline: 3–7 business days
• Delays may occur due to courier or location
• Damaged packages must be reported within 24 hours with photos

Shipping charges (if applicable) are non-refundable.

11. Customer Responsibilities

• Provide accurate information during purchase
• Retain invoices and warranty documents
• Use devices as instructed
• Report defects promptly

12. Trial Before You Buy Policy

At Adro Hearing Aid Centre, we understand that choosing a hearing aid is a personal and important decision. To help you make the right choice, we offer a “Trial Before You Buy” option on selected hearing aid models.

• Trial availability is subject to model, technology level, and medical suitability.
• Trial duration, terms, and any refundable or non-refundable deposits will be clearly explained prior to trial commencement.
• Hearing aids must be returned in good working condition, without physical damage, to be eligible under the trial terms.
• Trial devices are provided solely for evaluation purposes and do not guarantee suitability for all users.

Adro reserves the right to approve or decline trial requests based on clinical assessment and product availability.

13. Home Service Policy

• Home service is available within designated service areas and subject to prior appointment confirmation.
• Home visit charges may apply depending on location, service type, and distance, and will be communicated in advance.
• Services offered during home visits may include hearing aid check-ups, basic troubleshooting, fine-tuning, and counselling.
• Certain advanced diagnostics or procedures may require a clinic visit for optimal accuracy.

Adro reserves the right to reschedule or decline home service requests due to operational, clinical, or safety considerations.

14. Free Hearing Test Policy

• The hearing assessment itself is free of charge when conducted at an Adro clinic.
• This free service covers basic hearing evaluation and verbal counselling.
• If a printed, digital, or formal hearing test report is requested, applicable charges will apply.
• Charges for reports will be informed to the customer before report generation.
• Free hearing tests are intended for screening and guidance purposes and may not replace comprehensive medical diagnostics where required.

Adro reserves the right to modify or withdraw the free hearing test offer at any time without prior notice.

15. Changes to This Policy

Adro may update this Purchase & Returns Policy at any time. Revised policies will be posted with an updated “Last Updated” date.