Repair process

How does the repair process work?

At our customer service department, you can report that your purchased product is broken or defective. When it's a hearing aid, we often hear that the device is broken, but in fact, something else might be the problem. For example, it is common that the filter is blocked by earwax, a speaker that is faulty, or that there is moisture in the hearing aid. We always ask you to go through our checklist before reporting a defective hearing aid. Click on the button below to go through the checklist and solve the most common problems yourself.

Read the checklist

The repair process within Europe

Do you have a defective accessory or hearing aid that is still defective after going through our checklist and is within the warranty period? If so, please take the following steps if you are residing within Europe:

Download and print the return form.
Pack your accessory or hearing aids safely and securely to prevent damage during transport. Do you have 2 hearing aids? Send both. Also the non-faulty hearing aid!
Send the package to the address of Online-hearingaids.com and keep the proof of delivery:

Online-hearingaids.com
Nikkelstraat 43
1411 AH Naarden
Netherlands

Online-hearingaids.com will repair your accessory/hearing aids for you.
We will return your accessory/hearing aids after they have been repaired within 2 weeks after receiving them.

The repair process outside Europe

Is your accessory or hearing aid still defective after going through our checklist? If you live outside Europe, please follow the procedure below. Here are the steps to take:

Contact us via email: info@online-hearingaids.com.
We will try to solve the problem remotely.
If necessary, we will ask you to request a repair quote from a local audiologist.
Send the repair quote to us by email.
We will discuss with you whether the repair cost outweighs the costly and cumbersome process of shipping your accessory or hearing aid to our headquarters in the Netherlands. If not, we will give you instructions on how to send us your accessory or hearing aids.
Please note that if you want to ship your hearing aids to us from outside Europe, you need to request a customs code from your local customs office and arrange for the required customs documentation. Please be aware of additional costs such as customs clearance fees.

We are here to help you with the repair process outside Europe. Please contact us and we will be happy to help you.

What are the shipping costs for a repair?

The shipping costs for sending a repair are for your own account and depend on the size and weight of the package and the chosen carrier. Within Europe, you can send your return with any local carrier.

If you live outside Europe, shipping is possible with a local carrier and the corresponding rates. In addition to the shipping costs, also take into account possible clearance costs.

NOTE: do not send your package C.O.D.. We will not accept these shipments and they will be returned to you.