Refund policy

Tomore Refund and Guarantee Policy

Our Promise: 1-Year Warranty & 30-Day Better Hearing Guarantee

At Tomore, we stand behind the quality of every product we craft. We want you to shop with confidence and use our products in comfort, which is why we offer the following two guarantees:

1. 1-Year Full Warranty

From the date you receive your hearing aids, we provide a 1-year full warranty. If a manufacturing defect occurs during this period, we will happily replace your hearing aids free of charge—no extra costs on your end.

2. 30-Day Trial & Better Hearing Guarantee

You can test your hearing aids in real-life scenarios, whether at home or out and about. If you do not notice an improvement in your hearing after this trial, you may return the devices within 30 days of receipt for a full refund.

If you have any questions or concerns at any point, please don’t hesitate to reach out—our friendly customer support team is here to assist you.

Note: This guarantee applies only to mild-to-moderate hearing loss and is intended for real-world listening experiences. It may not be valid if you have severe hearing loss, or if the product is returned without being actually trialed.

Considering a Return? We’re Here to Help

If you wish to return your hearing aids within the 30-day trial period, simply follow these steps:

  1. Contact Customer Support: Send an email to support01@tomore.net to share your concerns. Our team will listen to your feedback and guide you through the return process step by step.
  2. Get Return Instructions: If we cannot resolve your issue together, we will send you clear, easy-to-follow return instructions.
  3. Ship the Product Back: Use a trackable shipping service to send the hearing aids back (this allows both parties to monitor the delivery progress to our warehouse).

When returning your hearing aids, please ensure:

  • The devices are in their original packaging, along with all accessories (charging case, cable, cleaning brush, ear tips, tools, etc.).
  • All items are in good working condition.
  • You include your order number (this helps us process your refund quickly).

About Return Shipping Costs

You are responsible for covering the shipping costs to return the product to our UK warehouse. We recommend using a trackable service for peace of mind, but you may choose any carrier. Please note: Refunds cannot be processed until we receive and inspect the returned item.

Handling Manufacturing Defects

If your hearing aids develop a manufacturing defect, we will arrange a refund or replacement immediately. However, issues caused by regular wear and tear, water damage, or accidental damage are not considered manufacturing defects and may not qualify for a free refund or replacement.

Returns After the 30-Day Trial

The 30-day trial is designed to give you enough time to experience the hearing improvement. Return requests made after this period are usually not eligible for a refund. If we receive an unauthorized return or a return outside the trial window, we will ship the item back to you (a small handling fee may apply to cover re-shipping costs).

Items That Cannot Be Returned

For hygiene and safety reasons, the following items are final sale and cannot be returned:

  • Extended warranty plans
  • Cleaning kits
  • Drying or disinfection devices

Rules for Accessory Returns

  1. Unopened accessory packs may be returned within 30 days of receipt.
  2. Opened accessories cannot be returned due to hygiene concerns.
  3. If you are returning your hearing aids, please include all related accessories with the devices.

How We Process Your Refund

  1. Inspection Period: Once we receive your returned item, we will inspect it within 5–7 business days.
  2. Refund Issuance: If the item meets our return criteria, we will issue the refund to your original payment method immediately.
  3. Processing Time: Your bank or card provider may take additional time to finalize the transaction, so please allow a few extra days for the funds to appear in your account.

If you have not received your refund yet:

  1. Check your bank or card statement first.
  2. Contact your bank or card provider to inquire about refund processing times.
  3. Email us at support01@tomore.net—we’re happy to help track it down.

Warranty Returns & Potential Fees

In some cases (e.g., if the hearing aids have been used), a small cleaning and hygiene processing fee may apply. This fee covers the costs of clinical-grade sanitization, safe repackaging, and quality assurance checks to ensure the returned devices meet health and safety standards.

This fee is not charged automatically: Before you ship the item back, we will confirm whether any fees apply, explain their purpose in detail, and obtain your consent before proceeding.

Important Information

  1. Tomore hearing aids are designed to support people with mild-to-moderate hearing loss in everyday situations. They are not suitable for severe or profound hearing loss. If you are unsure about your hearing loss level, or if you suspect you have a more serious condition, we strongly recommend consulting a qualified audiologist or healthcare professional before making a purchase.
  2. Our Better Hearing Guarantee is based on a genuine trial and hearing experience—not changes of mind or comfort preferences. It applies only to individuals with mild-to-moderate hearing loss, which is within the product’s designed scope.
  3. The Better Hearing Guarantee is a voluntary commercial policy that goes beyond UK consumer law. It is intended to support real-world use for mild-to-moderate hearing loss. While we aim to be flexible, returns that fall outside the scope of this guarantee (e.g., no genuine usage, dissatisfaction unrelated to hearing improvement, or use beyond the product’s intended purpose) may be declined or eligible for only a partial refund.

We’re Always Here for You

Whether you have a simple question or need help with a return, please email support01@tomore.net. Our team is committed to making your Tomore hearing aid experience as smooth and reassuring as possible.