1. General Policy for Hearing Aids

Hearing aids are medical-grade electronic devices that are custom-programmed for each individual. Once dispensed and fitted:

• They cannot be resold,
• They cannot be refurbished for use by another person,
• They require personalised calibration based on audiological testing.

Therefore, Adro does not provide refunds on purchased and fitted hearing aids. However, the following options may apply: a. Exchange Policy In exceptional cases, exchanges may be allowed within 7 days, provided that:

• The device is in perfect condition
• Original packaging, accessories, and invoice are intact
• Exchange is for a different model or technology level from the same brand

Price differences must be paid by the customer (if applicable). b. Manufacturer Warranty All hearing aids are covered under brand/manufacturer warranty for repair or replacement of defective components as per their terms.

2. Refund Policy for Accessories & Non-Medical Products

Good once sold cannot be returned. Refunds may be considered for unused hearing aid accessories (excluding ear moulds), if:

• Returned within 7 days of purchase
• Product is unused and sealed
• Original receipt is presented
• Packaging is undamaged

Shipping charges (if any) are non-refundable. Custom-made accessories, such as ear moulds, are non-refundable.

3. Cancellation Policy for Appointments

a. Clinic Appointments You may cancel or reschedule your appointment up to 24 hours before the scheduled time at no charge. b. Home Visit / House Trial Appointments Home visits require advance preparation and travel planning. Cancellations within 6 hours of the scheduled time may attract a nominal service fee, depending on the location.

4. Service Fees & Diagnostic Charges

Diagnostic tests (PTA, Tympanometry, OAE, BERA, Speech Tests) and service-related fees are non-refundable once the test or service has been performed. If a customer has prepaid for a service and wants to cancel before the test begins:

• A refund may be issued after deducting administrative charges.

5. Online Orders (If Applicable)

For online bookings or product orders through adrohearingaid.com:

• Orders can be cancelled before dispatch for a full refund.
• Once shipped, cancellation is no longer possible.
• Damaged or defective items must be reported within 24 hours of delivery with photographic proof.

6. Refund Processing Timelines

If eligible for a refund:

• Refunds will be processed within 7–10 working days
• Refunds will be issued via the original payment method
• Processing time may vary depending on the customer’s bank or payment gateway

Adro is not responsible for delays caused by external financial institutions.

7. No Refund for Delayed Improvement or Personal Preference

Hearing improvement varies by:

• Degree of loss
• Device type
• Neural adaptation period

Therefore, no refunds can be offered for:

• Dissatisfaction due to individual adjustment time
• User’s personal preference after fitting
• Choosing not to use the hearing aid after purchase

Our audiologists will, however, support you with fine-tuning, counselling, and follow-up care.

8. Policy Changes

Adro may revise this Refund & Cancellation Policy at any time. Updates will be posted on this page with a revised “Last Updated” date. Continued use of our services indicates acceptance of the updated terms.