Refund policy

Returns & Repairs Policy

Auzi Hearing Limited
Last updated: 4 October 2026

Auzi makes both made-to-measure jewellery and ready-to-wear pieces. Different cancellation and return rules apply depending on what you buy and where you are located.

Nothing in this policy limits any statutory consumer rights that apply to you.

Made-to-measure, bespoke and personalised pieces

Our hearing aid covers, cochlear implant jewellery made to a specific device, bespoke commissions, engraved pieces and other products made to your personal specifications are created specifically for you.

Because these goods are made to a customer’s specifications or clearly personalised, the standard change-of-mind cancellation right for online purchases does not apply where the law provides an exemption for personalised or custom-made goods.

This includes the personalised-goods exemption under applicable UK consumer law and, for EU consumers, Article 16(c) of the EU Consumer Rights Directive.

If you contact us immediately after ordering and production has not yet begun, we may be able to cancel your order as a goodwill exception. This is not guaranteed.

Ready-to-wear, non-personalised products

For standard, non-personalised products such as ready-to-wear HEARLOOM pieces, statutory change-of-mind cancellation rights may apply.

UK customers

UK consumers buying eligible non-personalised products online generally have the right to cancel within 14 days after receiving the goods.

To cancel, email hello@myauzi.com within the applicable cancellation period.

If a return is required, please send the item back within 14 days after telling us that you wish to cancel.

European Union customers

EU consumers buying eligible non-personalised products online generally have the right to withdraw from the contract within 14 days after receiving the goods.

You can exercise this right by:

using the Withdraw from Contract function available on our website; or
sending us a clear statement that you wish to withdraw, including by emailing hello@myauzi.com.

Where you submit a withdrawal using our online withdrawal function, we will acknowledge receipt by email without undue delay.

The online withdrawal function is available during the applicable withdrawal period.

The 14-day right of withdrawal does not apply where a legal exemption applies, including goods that are made to your specifications or clearly personalised.

Returning an eligible change-of-mind purchase

If your purchase qualifies for a statutory change-of-mind return, you may inspect the item as you would in a shop.

We may make a deduction from a refund where the value of the item has been reduced by handling beyond what is reasonably necessary to establish its nature, characteristics and functioning.

Unless the item is faulty or we agree otherwise, you are responsible for the direct cost of returning a change-of-mind return.

Customers outside the UK and EU may have different or additional mandatory cancellation or return rights under local law. We will honour those rights where they apply.

Faulty, damaged or incorrect items

If an item:

is faulty;
is not as described;
does not fit the device details we verified from accurate information you supplied;
arrives damaged in transit; or
is not the item you ordered,

please contact us as soon as reasonably possible at hello@myauzi.com.

Please include your order number, a description of the issue and, where helpful, clear photographs.

Photographs help us assess an issue quickly, but a failure to provide photographs does not remove any statutory rights you may have.

Where a remedy is required, we will provide the repair, replacement, price reduction or refund that applies under relevant consumer law.

We do not limit statutory remedies to a seven-day reporting period.

Device fit

Many Auzi pieces are manufactured specifically for an individual hearing aid or cochlear implant.

You are responsible for providing accurate device information and any photographs or other information we reasonably request.

Where Auzi has verified the device details using accurate information supplied by you, we stand behind the fit of the jewellery to that specified device.

If incorrect or incomplete device information was supplied, additional alteration or remake costs may apply.

Transit damage and lost parcels

Please inspect your parcel when it arrives and let us know promptly if it appears damaged in transit.

Reporting damage quickly helps us investigate with the carrier, but a delay in reporting does not remove statutory rights that apply to you.

For consumer orders, responsibility for the parcel generally remains with Auzi until it comes into your physical possession, except where applicable law provides otherwise because you independently arranged a carrier that we did not offer.

If your parcel appears to be lost, please contact hello@myauzi.com and we will investigate with the carrier.

Repairs after wear or accidental damage

Damage caused by normal wear, misuse, accidental damage or unauthorised modification is not treated as a manufacturing fault.

Where possible, we may offer a chargeable repair service.

We will confirm any applicable charge before carrying out paid repair work.

Exchanges

Because many Auzi products are individually made to order, we do not generally offer direct exchanges for made-to-measure or personalised pieces.

For eligible ready-to-wear products, please contact us and we will explain the available return or replacement options.

This does not affect your statutory rights where a product is faulty, incorrect or otherwise does not conform to your contract with us.

How refunds are paid

Where a refund is due, it will normally be returned to the original payment method.

The time taken for the refund to appear can vary depending on your bank or payment provider.

Where the law requires us to refund standard outbound delivery charges following a cancellation, we will do so in accordance with the applicable consumer rules.