Warranty Terms and Conditions

These Warranty Terms and Conditions govern warranty claims, repairs, replacements, and related shipping procedures for products sold under the HearNU and WeHear brands. Please read these terms carefully before submitting a warranty claim.

1. Warranty Coverage

1. HearNU Hearing Aids are covered by a 2-year manufacturer’s warranty.

2. WeHear Otoscope devices are covered by a 1-year manufacturer’s warranty.

3. Warranty coverage is subject to the applicable warranty period, proof of purchase, product eligibility, and the exclusions described in this policy.

4. During the applicable warranty period, WeHear may repair or replace the product or defective parts at its discretion, subject to applicable law and these terms.

5. If repair or replacement is not commercially practicable or cannot be completed within a reasonable time, WeHear may provide a refund where applicable and in accordance with applicable law.

6. Repair or replacement under warranty does not automatically extend or restart the original warranty period, except where required by applicable law.

2. Registering a Warranty Claim and Obtaining Prior Approval

1. All warranty repair and replacement requests must be registered with WeHear/HearNU Customer Support before the product is dispatched to a service centre or authorised partner.

2. Customers may submit a warranty claim through the official warranty registration form: https://hearnu.com/register-warranty/ or contact Customer Support using the contact details provided on the website.

3. WeHear’s Customer Support team aims to contact the customer within 24 hours of complaint registration.

4. The support team may first attempt to resolve the issue remotely through troubleshooting, device resetting, or guided instructions.

5. If the issue cannot be resolved remotely and qualifies for warranty repair or replacement, the support team will communicate the next steps and the applicable approval status.

6. Customers must obtain confirmation and follow the shipping instructions provided by Customer Support before dispatching the product.

7. A replacement will be processed only after approval by WeHear’s authorised Technical Support team.

3. Documents and Information Required

To assess a warranty claim, customers may be required to provide:

• The product and its serial number, where applicable.

• Proof of purchase showing the purchase date, product details, and seller information.

• A description of the fault or issue.

• Photographs or videos demonstrating the issue, where requested.

• Any additional information reasonably required to verify the warranty claim.

Incomplete information may delay the assessment or processing of a claim.

4. Shipping the Product to the Service Centre

1. Unless otherwise confirmed in writing by WeHear/HearNU, the customer is responsible for arranging and paying for the shipment of the product to the designated service centre.

2. Customers must use the shipping method and service-centre address communicated by Customer Support.

3. Customers are advised to use a reliable courier service that provides shipment tracking and retain the shipping receipt and tracking details until the claim is resolved.

4. The product must be securely packaged to minimise the risk of damage during transit. Customers should include only the items requested by Customer Support.

5. Customers should not dispatch the product before receiving the required approval and shipping instructions.

5. Return Shipping After Warranty Assessment

1. For an approved warranty claim involving a confirmed manufacturing defect covered under the applicable warranty, WeHear/HearNU will bear the cost of standard return shipping to the customer’s registered address within the Company’s applicable service area.

2. If the issue is found to be outside warranty coverage, including damage caused by misuse, physical damage, liquid exposure, unauthorised repair, or another excluded cause, the customer may be required to pay the applicable return shipping and inspection or repair charges.

3. Any applicable inspection, repair, or return shipping charges for a claim outside warranty coverage will be communicated to the customer in advance, and the customer’s consent will be obtained before proceeding with chargeable work or shipment, as applicable.

4. Premium shipping, expedited delivery, or special delivery arrangements may incur additional charges if requested by the customer and agreed upon in advance.

5. International warranty claims may be handled through authorised international sales partners, subject to the applicable regional warranty process and prior approval from WeHear’s Technical Support team.

6. Transit Damage, Loss, and Packaging

1. Customers must package the product securely before dispatching it to the service centre.

2. Customers should retain the original packaging, courier receipt, tracking information, and other relevant shipment records until the claim is resolved.

3. If a product appears to have been damaged during delivery or transit, the customer should notify Customer Support as soon as reasonably possible and provide available evidence, such as photographs, videos, packaging details, or courier documentation.

4. Transit-related claims will be assessed based on the available shipment records, packaging condition, evidence, and the circumstances of the incident.

5. WeHear/HearNU will not be responsible for damage or loss to the extent caused by inadequate customer packaging or circumstances beyond the Company’s reasonable control, subject to applicable law.

6. Nothing in this policy excludes or limits any liability that cannot legally be excluded or limited.

7. Unauthorised or Incorrect Shipments

1. Products sent without the required prior approval, sent to an incorrect address, or dispatched contrary to the instructions provided by Customer Support may be refused or returned to the sender at the sender’s cost, where legally permissible.

2. Shipments sent on a cash-on-delivery (COD) basis will not be accepted unless expressly authorised in writing by WeHear/HearNU.

3. Customers must contact Customer Support before sending any product to confirm the correct service-centre address and shipping procedure.

8. International Warranty and Replacement Policy

1. HearNU Hearing Aids are covered by a 2-year manufacturer’s warranty, and WeHear Otoscope devices are covered by a 1-year manufacturer’s warranty, subject to the applicable warranty terms and exclusions.

2. International warranty coverage through a sales partner applies to products purchased through authorised sales partners, distributors, or official sales channels in the relevant country.

3. All international warranty replacements require approval from WeHear’s Technical Support team.

4. Customers must first register a complaint with WeHear Customer Support using the official warranty registration form or the contact details published on the website.

5. Customer Support will assess the issue and may attempt remote troubleshooting before authorising a replacement.

6. If the claim qualifies for replacement, WeHear will communicate the approval to the customer and the relevant authorised partner or country sales partner.

7. An international partner may replace a product only after receiving official approval through the Company’s system or by email.

8. Authorised international partners must maintain records of returned products and completed replacements in the Company’s designated system.

9. International partners must retain returned products and dispatch them to WeHear in accordance with the Company’s established return procedure. 

10. International warranty service, replacement availability, shipping arrangements, customs requirements, and delivery timelines may vary by country and authorised sales channel.

9. Warranty Exclusions and Limitations

Unless otherwise required by applicable law, the warranty does not cover:

• Products purchased second-hand or used.

• Products purchased from unauthorised retailers or partners.

• Physical damage not covered by the applicable warranty.

• Damage caused by misuse, abuse, negligence, or improper handling.

• Damage caused by chemicals, fire, radioactive substances, poison, liquid exposure, or natural disasters.

• Limited-life consumable components subject to normal wear and tear, including microphone windscreens, ear cushions, modular plugs, ear tips, decorative finishes, batteries, and other accessories, subject to any separate warranty expressly provided for a particular component.

• Products whose factory-applied serial number, date-code label, or product label has been altered or removed.

• Damage caused to third parties, other persons, or other devices.

This warranty is intended for the original purchaser and for products purchased for personal or permitted end use, not resale. Any restriction relating to the transfer of warranty coverage or open-box purchases is subject to applicable law and any specific warranty expressly provided with the product.

10. Shipping and Service Timelines

1. Shipping, inspection, repair, and replacement timelines are estimates and may vary depending on product availability, the nature of the fault, courier operations, customs clearance, public holidays, weather, and other circumstances beyond the Company’s reasonable control.

2. WeHear/HearNU will make reasonable efforts to communicate material delays and provide updates where appropriate.

3. The estimated 3–5 business-day delivery period stated in the general Shipping Policy relates to normal product orders after dispatch. It does not constitute a guaranteed warranty repair or replacement timeline.

11. Customs, Duties, and International Shipments

1. International warranty shipments may be subject to customs declarations, import or export duties, taxes, and other regulatory requirements.

2. Customers must follow the shipping and documentation instructions provided by Customer Support for international warranty shipments.

3. Responsibility for applicable customs charges will be communicated to the customer or relevant authorised partner, as appropriate, before shipment where reasonably practicable.

4. Customers should not send a product internationally for warranty service without first confirming the applicable procedure with Customer Support.

12. Statutory Rights

These Warranty Terms and Conditions are subject to applicable consumer protection laws and other applicable legislation.

Nothing in this policy is intended to exclude, restrict, or override any statutory right, remedy, or liability that cannot legally be excluded, restricted, or overridden.

Where any provision of this policy conflicts with applicable law, the relevant legal requirement will prevail.

13. Contact Us

For warranty registration, repair or replacement requests, shipping instructions, or questions regarding these terms, please contact:

Brand: HearNU by WeHear

Email: ccare@hearnu.com

Phone: +91 9033047732

Warranty Registration: https://hearnu.com/register-warranty/

Customers should obtain approval and shipping instructions from Customer Support before sending a product for warranty assessment, repair, or replacement.

Last updated: 15 October 2025.