Return & Refunds
Your satisfaction is guaranteed. Vivtone provides a 45-day risk-free trial starting from the day your shipment arrives. If you need to return your product during this period, we’re here to make the process as simple as possible.
To initiate a return, you MUST contact Customer Service to activate return process before sending the devices back to us. This is essential for proper processing and efficiency. Unauthorized packages cannot be accepted and will be returned to you, as this helps ensure proper tracking and protects your eligibility for a refund.
To begin a return, simply reach out to us by phone, text, or email using the contact information at the end of this policy. All return requests within the 45-day trial period include a brief phone call with our support team or a video appointment with one of our hearing specialists. This step allows us to understand your experience and offer any guidance or troubleshooting that may help.
To stay within the trial window, your package must be dropped off and scanned into the mail system by the 45th day after your delivery date.
Returns Within 45 Days
Customers who are within the 45-day trial period and have received authorization from customer support are eligible for a refund. To qualify, hearing aids must be returned in their original packaging, along with all accessories such as the charging case, cable, brush, earbuds, and any tools included. Items should be in working condition and free from damage.
If a manufacturer defect is found during inspection, a full refund will be issued. If the product has damage caused by physical impact, water exposure, wax buildup, improper maintenance, or unauthorized modifications, we are unable to issue a refund.
Once your return arrives, our team will inspect the items to confirm they meet the return requirements. This process usually takes 3–5 business days, and refunds are issued shortly after. Processing times may vary depending on your bank or credit card provider.
Returns After 45 Days
Returns requested or received after the 45-day trial period are not eligible for a refund. Any items received without authorization or past the return window will be sent back to the customer. If you wish to have these items returned, a $5 shipping fee will apply.
Refunds will be processed upon receiving your hearing aids. Please allow up to 10 days from receipt of the package for that refund to process. A confirmation email will be sent to your email address, serving as your official receipt.
If you need more information please reach out to us at 833-938-1277 or email us at support@vivtone.com.
Click here to contact customer service.
Warranty
Your Vivtone device is covered against defects in materials and workmanship for one (1) year from the time you receive your order. If at our examination it is determined that the unit failed to work due to parts, materials, or workmanship we will repair or replace it for free. This warranty does not cover malfunctions due to unusual wear and tear or mistreatment of your hearing aid, such as physical shock, damage from moisture or sweat, excessive wax build-up, lack of proper maintenance, or tampering with the device, all of which void the warranty.
Note: For any return or exchange application, please contact us in advance (833-938-1277 or support@vivtone.com) and return the goods after getting the approval. We don't accept returns without prior request.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Vivtone Team