Return and Refund Policy

This Policy applies to all Products and Services purchased through synva.io or at the Synva Experience Centre, including hearing aids, accessories, consumables, and paid audiological consultations.

Nothing in this Policy limits your rights as a consumer under the Consumer Protection Act, 2019, or your rights in respect of goods that are defective, damaged, or not as described.

2.1Refund on Purchase

Consultations are a paid service. If you subsequently purchase a hearing aid from Synva, the full consultation fee is refunded to you. No minimum order value applies.

The refund is initiated to your original payment method once your purchase is confirmed, and typically reaches your account within 5 to 7 working days depending on your bank.

2.2Where the Fee Is Not Refundable

Once a consultation has been delivered and you have received your recommendations, the fee is not refundable on its own, because the service has been performed. It remains refundable against a subsequent purchase under clause 2.1.

The Company reserves the right to reschedule an appointment in exceptional circumstances, as set out in clause 4.5 of the Terms and Conditions.

4.1Custom-Fitted Medical Devices

4.2Trial Before Purchase

This is precisely why we offer a trial before you commit. You wear the recommended device in your own listening environments, and our audiologists adjust it. If the device is not right for you during the trial, we adjust the programming, offer an alternative device, or stop, and no purchase is made.

4.3Damaged or Incorrect Delivery

If a Product arrives damaged, incomplete, or is not the item you ordered, notify us within 48 hours of delivery in accordance with clause 6.2 of the Terms and Conditions. We will arrange a replacement at our cost. Please retain the original packaging until the matter is resolved.

4.4Manufacturing Defects

Manufacturing defects are addressed under the applicable manufacturer's warranty, as described in clause 6.4 of the Terms and Conditions. Warranty does not extend to physical damage, water damage beyond the device's rated protection, damage caused by lack of cleaning or maintenance, loss, or repairs carried out by unauthorised parties.

Unopened accessories in their original, unbroken packaging may be returned within 7 days of delivery, provided they are in resaleable condition.

For reasons of hygiene and safety, opened batteries, domes, wax filters, receivers, and ear tips cannot be returned or exchanged unless they are defective.

The following are not eligible for refund except where the item is defective or the law requires otherwise:

• Hearing aids that have been programmed to an individual audiogram.
• Custom-moulded shells, ear moulds, and ear impressions.
• Opened consumables, including batteries, domes, wax filters, and ear tips.
• Consultations that have already been delivered, subject to clause 2.1.
• Home visit and service charges for visits that have already taken place.

Approved refunds are always returned to the original payment method. We do not issue refunds to a different account, card, or person.

Timelines after initiation are governed by your bank and our payment gateway partner, and are outside the Company's control.

Write to hear@synva.io, or contact the Synva Experience Centre, with the following:

• Your name and registered mobile number.
• Your order reference or consultation reference, if you have one.
• The reason for the return or refund request.
• Photographs, where the item arrived damaged or incorrect.

We will acknowledge your request and tell you what happens next. Where a physical return is required, we will arrange collection or provide return instructions.

If you are not satisfied with the handling of your return or refund request, please escalate it to us using the details below. We aim to resolve all grievances promptly and fairly.