Refund policy

Returns & Repairs Policy

Auzi Hearing Limited

Last updated: 18 Apr 2026

IMPORTANT: All Sales Are Final

Auzi products are bespoke, made-to-order items. As production begins immediately upon receipt of your order, all sales are final and non-refundable. By completing your purchase, you acknowledge and accept this policy.

Please read this policy carefully before placing your order.

Why We Cannot Accept Returns or Offer Refunds

Each Auzi piece is individually made to measure, crafted to your hearing device’s size and type. Because we begin manufacturing as soon as your order is placed, it is not possible to cancel or refund your order once it has been submitted. This applies to all worldwide orders, including those from customers in the European Union.

EU 14-Day Cooling-Off Period — Important Notice:

While EU consumer law provides a 14-day right of withdrawal for standard goods, this right does not apply to goods that are made to a consumer’s personal specifications or are clearly personalised (EU Directive 2011/83/EU, Article 16(c)). As all Auzi products are bespoke and made to order, this exemption applies and no right of withdrawal exists once your order is placed.

Exceptions: Manufacturing Faults & Defects

We take great pride in the quality of every piece we make. If your item arrives with a manufacturing fault or defect, we will make it right.

To be eligible for a remedy under this exception:

You must contact us within 7 days of receiving your order
You must provide your order number, a clear description of the fault, and supporting photographs
The item must not have been damaged through wear, misuse, or modification after delivery

If a manufacturing fault is confirmed, we will offer one of the following at our discretion:

A replacement of the same item
A repair at no cost to you
A partial or full refund where repair or replacement is not possible

Damages on Delivery

Please inspect your order as soon as it arrives. If your item appears damaged in transit or is incorrect, contact us within 7 days of receipt at hello@myauzi.com with your order number and photographs. We will assess the situation and respond promptly.

Exchanges

We do not offer direct exchanges. Each item is made to order and cannot be restocked or resold. If you have a concern about your order, please contact us and we will do our best to assist within the scope of this policy.