23 Service points

Warranty & Guarantee

What does the warranty mean at Online-HearingAids.com?

All hearing aids in our assortment come with a standard free 2 year manufacturer’s warranty from the day of purchase. All hearing aids have at least 1 year worldwide warranty. Should you discover a defect to your hearing aid within the guarantee period, it will be repaired free of charge. Of course we will investigate whether the defect is faulty to normal use or that the defect is the result of injudicious handling. Additionally all hearing aid accessories have a standard guarantee of 1 year. This also applies to the speaker of your hearing aid.

In addition to the manufacturer’s warranty, the legal warranty also applies, of course. The legal guarantee means that a product is or should be what the consumer can reasonably expect from it.

The manufacturer’s warranty and any additional purchased warranty do not affect the statutory warranty.

You can extend the warranty of your hearing aid from the standard 2 year warranty to a 5 year warranty. When ordering your hearing aid, you can choose the additional 5-year guarantee. The extra guarantee costs 99 euros per hearing aid. This means you are insured for 3 years longer against defects.

Forgot to purchase your 5 year warranty? No problem. Click on the warranty product below to extend the warranty for either 1 or 2 hearing aids.

What counts as proof of guarantee?

Your proof of purchase counts as warranty certificate! This also applies to the 5 year warranty service of Online-HearingAids.com. The warranty period is calculated from day of purchase on your receipt. The relevant invoice can be found in your personal account, log in here here to see your invoice.

How do I report a defect hearing aid?

When you contact our customer service, you can report that your device is broken or shows defects. Often we hear that a device is broken, but there is something else going on. For instance, often the filter is blocked by earwax or the battery is empty. We always ask you to check this page before reporting a defect. 

Please complete the checklist that allows you to solve the most common problems yourself. Click on the button below to complete the checklist.

Is your hearing aid really defective after these checks? 
Then please contact our customer service. We will then ensure that your hearing aid is repaired.

Return period of defective product

The return period of hearing aids is 60 days and for all other products and accessories we have a return period of 14 days. When you have a defective product that is not a hearing aid, such as a TV connector or other hearing aid accessory, please contact our customer service as soon as possible.

What is the repair process?

Have you completed the checklist and is your hearing aid still defective?
Then take the following steps:

Please note that you will receive your Hearing Aid back approximately 2 weeks after sending it in. Does it take longer? Please contact us and we will find out when you can expect your hearing aid again.

What are the repair costs?

The repair costs are free if it is within the warranty period. Unless there is a case of improper use, then there are costs associated with the repair.

In addition, we charge a fixed repair price for hearing aids that are up to 5 years old, see below. Is your hearing aid older? Please contact us by phone for a custom quote.

Is the repair of your hearing aid outside the warranty period? Then the fixed price is €145,- per device. Here too, the following applies: has the appliance become defective due to improper use? Then there are higher costs involved. At Online-HearingAids.com you can get 3 years extra warranty for an amount of €99,- So the costs are almost equal to the repair.

How much are the shipping costs for repairs?
The shipment charges for returning come at your own expense and depend on the package size. Within the EU, you can send your return using any local delivery service.

Important information about sending returns from outside the EU

If you are sending your package from outside the EU, be sure to use UPS or DHL. Include the invoice, indicating ‘Duty Paid’ and the fact that this concerns a repair, which is to say ‘Returned goods’ instead of ‘Commercial goods’. Be sure to list the package’s weight correctly.
Note: Do not send the package Cash-on-Delivery. In addition, packages on which import duties must be paid will not be accepted and will be returned.

Is your question not listed? contact us

Trusted Shops – did you know…?


What are the advantages of Trusted Shops?
What does the buyer protection cover?
Every Trusted Shops-certified webshop has been checked and assessed on the safe purchasing of products or services.
Whether it provides a pleasant shopping experience has also been taken into account. And in the event of a problem or dispute,
the Trusted Shops buyer protection will always ensure that your purchase amount is safe.

Registering with Trusted Shops is free of charge.
This will get you:
• Insurance for up to €2,500 per purchase
• Security, regardless of the payment method that you choose
• An overview of all of your purchases
• Personal, professional support

When does the buyer protection apply?

The buyer protection offers complete protection of all your online purchases with certified shops.
This means that you as a buyer are protected against the loss of your purchase amount. You can be certain that your purchase is insured in the following events:

Your order never arrived
The package was lost during shipment, handed to the wrong person or dropped off somewhere without your permission.

You failed to receive a refund
You cancelled your order and returned the product, but the webshop failed to refund the purchase amount.

Service was not received
You were unable to use a service that you ordered.

How do I use buyer protection?

Automatically effective when you order
If you are not a Trusted Shops user yet, you can decide on the shop’s thank-you page whether you wish
to ensure your purchases for an amount of up to €2,500 free of charge.

What does the certification mean to me as an online shopper?
Any webshop carrying Trusted Shops certification has been vetted thoroughly by our legal experts.
Below, we explain what that means in practice and what criteria we apply. That way we can be sure that all certified webshops actually are safe and reliable.

Security and data protection
Personal data are only collected by the webshop if this is legally permitted or after you have given explicit permission.
You will be informed clearly about the use of your data. In addition, the webshop must take appropriate measures to protect your personal data against misuse.

Cancelling and returning
The cancellation conditions describe under what conditions you can return an order,
for example if it fails to meet your expectations. If the cancellation conditions contain any limitations,
it is checked whether these are permissible – for example with regard to hygiene products or custom-made products.

Products and costs
It has been checked whether the products we offer are clearly and intelligibly described in our webshop.
All product prices, shipping costs and other possible costs are indicated transparently.

Orders and transparency
By means of a test order procedure it is checked whether all statutory provisions are satisfied.
In addition, we check whether the ordering procedure is transparent, from your first mouse click to receipt of your products.

Service and shopping experience
In addition to the statutory requirements imposed on webshops by Trusted Shops,
they also check webshops on the basis of other criteria, such as customer service and the shopping experience as a whole.

What is the advantage of online shopping reviews?

Shop and product descriptions provide important basic information when shopping online.
But in order to make sound purchasing decisions, shoppers increasingly rely on the judgement of other customers who have already experienced the webshop and products:
are delivery times good, what is service like in the event of a problem, how does the product feel, does it really work as indicated…?

Are the reviews authentic?
Strict admission procedures are applied. That is why you can only leave a review with Trusted Shops
by specifying a unique order number. In other words: no real order, no review!
That way, you can be sure that you will only be reading reviews left by people who actually ordered from Online-HearingAids.

Review Team
In the event of irregularities, the Trusted Shops Review Team experts are immediately available to check
individual reviews and decide what action to take. This means that improper or potentially fake reviews won’t even show up on your screen.