Refund policy

We want you to feel confident and safe when purchasing from AG Audiology USA. If for any reason you are not satisfied, you may request a return within 30 days from the date your order was delivered. Because OTC Hearing Aids are personal-use devices regulated by the FDA, all returns must follow strict hygiene and safety rules to remain FDA-compliant. This means that any device returned to us must be unused, clean, free of wax or moisture, and in its original packaging with all accessories, tips, chargers, and manuals included.

If a device shows signs of use, contamination, damage, or tampering, it cannot be accepted for return or refund due to federal hygiene and safety requirements. To begin a return, please contact our support team at support@novahear.us, including your order number and the reason for your request. Returns sent to our facility without prior authorization or without a valid RMA will not be processed.

Return Shipping Costs:

  • Customer Responsibility: For standard returns (change of mind or dissatisfaction), the customer is responsible for paying their own return shipping costs. Shipping and handling fees from the original purchase are non-refundable.

  • Defective or Damaged Items: If the product arrives defective or damaged, please contact us within 48 hours of delivery. In these specific cases, AG Audiology USA will provide a prepaid return shipping label, and there will be no cost to the customer.

All approved returns must be shipped to our FDA-registered fulfillment facility at 2900 NW 112th Ave, Unit 1 D4B (E-1), Doral, FL 33172. Once the product arrives, it will go through a technical and sanitary inspection following FDA-compliant procedures. If the device meets all return criteria, your refund will be issued within 5 to 7 business days to the original method of payment. If it does not qualify, the refund may be denied or adjusted, and our team will inform you of the result.

Order Cancellation Policy

You may request to cancel your order within 24 hours of purchase, provided the items have not yet been fulfilled or shipped from our facility. To request a cancellation, please contact our support team immediately at support@novahear.us with your order number.

Once the 24-hour window has passed or if the order has already been fulfilled, the order cannot be canceled, and you will need to follow our standard return process after delivery.

AG Audiology USA is not responsible for return shipments that are lost or damaged in transit. Due to hygiene and regulatory requirements, product exchanges are not available for OTC Hearing Aids. If you have any questions about whether your product qualifies for a return, please write to us at support@novahear.us before shipping it back.