D.i.Y. Policies and Procedures
New Instrument Warranty:
All DiY hearing aids or any other new merchandise or products purchased from DiY Hearing is warranted against material or manufacturing defect for a period of one year from the date of shipping from our facility to your address. At our sole discretion we may repair, exchange, replace or upgrade any defective product that you have purchased from us. Additional/extended warranties are available for purchase at additional cost. Once purchased you may contact DiY directly for additional information concerning extended warranties. This warranty is non-transferrable and applies only to the original purchaser. To obtain warranty service on any DiY product, please include a check for processing, shipping & handling of $19.95.
This warranty does not cover misuse or excessive damage to the hearing instruments and it does not cover the loss of an instrument. Excessive damage may include: A hearing instruments that has been crushed (stepped on or run over), a hearing instruments that a pet has chewed, a hearing instruments that has been over exposed to moisture (worn in the shower, pool, long exposure to high humidity areas), a hearing instruments that has been overexposed to heat (stored in glove compartment of car, dried in a microwave or oven), hearing instruments damaged in shipping. DiY shall, at its sole discretion, determine if a hearing instrument is damaged beyond repair and therefore not covered under the standard repair warranty. The warranty does not cover replacement of earmolds, A+ thin acoustic tubes, or eartips.
Following the one year manufacturer's warranty, you will be charged for repairs to the hearing instruments. All the necessary supplies to send repairs to DiY (including proper packaging) are available from DiY. If you choose not to use this packaging, you are responsible to package instruments properly to avoid damage during shipping. If hearing instruments are received with excessive damage they may not be covered under the repair warranty. The warranty does not cover your shipping costs. Repair service fees for hearing instruments that are out of warranty are shown on the DiY prices page which is provided with your purchase.
SIE/RIC tubes will be replaced up to two (2) times during the initial one (1) year repair warranty. The defective tube must be received by us before we will process a replacement. SIE/RIC tubes are not covered by the extended repair warranty.
Flex connectors are warranted for 60 days from date of purchase of the hearing instruments.
Out of Warranty Repair Service
After expiration of the standard one (1) year or two (2) year extended repair warranty, repairs will be performed as set forth in the repair schedule on the hearing instruments Pricing page. If repairs are performed by DiY after expiration of the included or extended warranty, the repaired hearing instruments will be warranted for a period of one (1) year from the date of the invoice for those repairs for a one time $30 fee.
Payment in advance for all out of warranty repairs and clean and check services is required.
All hearing aids repaired by DiY are warranted for six months from the date of shipment to you unless you have specifically requested and paid the additional $30 fee for a one year warranty.
To obtain warranty service on any DiY repair, please enclose a check for processing, shipping & handling for $19.95.
For hearing instruments covered by of the standard one (1) year or two (2) year extended repair warranty, it is our policy that you pay the costs of shipping the hearing instruments to DiY and we pay the cost of returning them to you. For your convenience in shipping hearing instruments to DiY, we will provide you with a pre-paid shipping label in addition to the packaging materials. Upon receipt of the returned hearing instruments, the actual cost of shipping incurred by DiY will be charged back to you.
For hearing instruments no longer covered by one of the standard one (1) year or two (2) year extended repair warranty, it is our policy that you pay all costs of shipping the hearing instruments.
- Shipping outside the continental US: Customer to pay all shipping costs. Call for estimate.
- DiY ships all orders, with a value over $25.00, as signature required.
- Next Day Shipping Service additional $12.00.
Shipping Hearing Instruments to DiY
Included in your programming and accessory kit are all the packaging materials needed to return your hearing instruments to DiY for repair. If you choose not to use the packaging materials provided, or you pack the hearing instruments improperly, you are responsible for any damage incurred during shipment. hearing instruments received with excessive damage will not be covered under the repair warranty.
DiY Hearing is pleased to accept trade ins of used hearing instruments when new DiY hearing instruments are purchased, and will be considered on a one for one basis. A credit of a $50 will be given for each hearing instrument traded in (maximum of 2) with a credit applied toward the purchase price of the new DiY hearing instruments. The maximum credit allowed for a single hearing instrument order is $50.00 and the maximum credit for a binaural set is $100.00 but there is no guarantee of a trade in option if the traded instruments are older than 5 years. This offer may be withdrawn at anytime by DiY Hearing and cannot be combined with any other offer. DiY Hearing will not clean, repair, program or test for function the hearing instruments that were traded in during the return period. While DiY Hearing will take all reasonable precautions to insure that the hearing instruments traded in are not lost or damaged while in our possession, DiY Hearing is not responsible for those hearing instruments while in transit to or from DiY.
If the new DiY hearing instruments are not returned for credit within the thirty (30) day return period, the hearing instruments traded in become the property of DiY at the end of the thirty (30) day return period. Accessories, including, but not limited to batteries, carrying pouches, cleaning tools and presentation cases, sent to DiY with the traded in hearing instruments will be discarded upon receipt and not returned. Once the traded in hearing instruments become the property of DiY, they are donated to a charity of our choosing.
If new hearing instruments are returned for credit during the thirty (30) day return period, the hearing instruments that were traded in must be returned in like new condition along with the accompanying manuals, programmer and cables. It is expected that a newly purchased hearing instrument must be worn to assess the function and value of its hearing correction ability prior to a return. In addition the purchaser must contact the support number in the manuel prior to an RMA is issued, in ordedr to properly evaluate and correct any issue or complaint. If such counseling or adjustments to instruments is not sufficient to correct the complaint DiY may then provide a RMA to the purchaser for return of the instruments and accompanying materials and supplies.
If a customer has requested assistance for adjustments and/or assistance for any reasonable item of concern made during the first 30 days since their original order was placed, and such concern requires an adjustment or attention from our staff, and our staff provides the requested assistance without resolve, the customer may request an RMA (Return Merchandise Authorization) and return the products as outlined below:
To return a hearing aid for a refund that you have purchased within the original 30 days, you must first obtain a Return Merchandise Authorization (RMA) number from the administrator of DiY Hearing Aids. If you do not receive an RMA number for any reason, especially if your return is beyond the 30 day return period, your return request will be denied. An RMA must be requested in an email by the purchaser with "RMA" in the subject line at email@example.com. Your email must include the following minimum information:
- The date the hearing aid(s) were originally purchased, which is also the date the return period begins
- The name of the person who purchased and was the recipient of the hearing aid(s)
- Address where the hearing aid(s) were shipped
- Why you are requesting that the hearing aid(s) be returned for a credit
If and when you are in receipt of the RMA number, please do the following:
- Place the hearing aid and all documentation into the original box
- Place the box into a standard bubble-wrapped envelope
- Write the RMA number and the word "RETURN" on the outside of the envelope
- Return the hearing aid to:
"RETURNS" , "RMA#" (The RMA number given to you by DiY)
DiY Hearing Aids
102 Northfield Dr. East
Bainbridge, IN 46105
Before money is refunded to you, expect the following to be decucted:
- 10% of the total cost of your purchase to cover the hard costs incurred by DiY Hearing Aids to complete your original order only if the return was authorized within the first 30 days of placing your order. Canadian orders must also expect that DiY will not reimburse international shipping rates.
- If a return is authorized by the management of DiY Hearing Aids after the initial 30 day period from the date of purchase, and the request is due to circumstances deemed beyond the control of the purchaser, an additional charge will be incurred by the purchaser for cancellation. Such charges will be determined by the length of time after the purchase date and the extent of time incurred by the lab technicians for special considerations. Estimated charges for such occurance would be 10% for every 30 days, not to exceed 60 days.
Return fees are recovered to pay for shipping, shipping insurance, lab technician labor, lab material cost used in the building process, hearing aid batteries, Sales tax (where applicable) and in many states the laws provide a minimal return fee to cover basic professional costs.
NOTE: If you send us a hearing aid(s) after the 30 days return time limit, and without an RMA# written on the outside of the package, our staff has been instructed to send the hearing aid(s)s back to you with no other action taken on our part. Temporary acceptance by DiY Hearing Aids of the hearing aid(s) to ascertain whether a valid RMA# has been assigned does not constitute a legal acceptance by DiY Hearing Aids of the hearing aid(s) as an authorized return. Only when a valid RMA# is requested and then recorded prior to the 30 day return policy will DiY Hearing Aids acknowledge legal acceptance of the returned hearing aid(s) package and purchase to allow a refund.
DiY Hearing offers only the highest quality components in our products. If, for any reason, you are not satisfied with your purchase, simply contact DiY as explained above to request an RMA authorization (Return Merchandise Authorization) number. If a determination has been made by a DiY Hearing Specialist that would possibly provide a solution to the reason a return is requested, you must attempt to resolve the issue by following the advice given. If still not resolved, and a RMA # is provided by DiY Hearing, you may then return the item(s) in like new condition along with the accompanying manuals, programmer and cables. It is expected that a newly purchased hearing instrument must be worn by the purchaser to assess the function and value of its hearing correction ability prior to a return. If adjustments are necessary there must also be an attempt made to have such an adjustment prior to requesting an RMA # by contacting our support desk for assistance. Any returned instrument(s) must be returned within 30 days of the original purchase date to you. Any purchaser following these instructions for returning a purchased product will receive a refund within 10 business days from the date that the RMA # was issued to the returning customer, less the 10% dispensing/restocking fee as explained above. Any return shipping is at the expense of the returning customer. Any returned merchandise must be received by us with a postmark that is within the 30 day return period. Merchandise will not be accepted for return without the RMA number clearly identified on the outside of any return packaging. If you have any questions or concerns regarding your order or our return policy, you may contact DiY directly via email at firstname.lastname@example.org or by calling (888) 876-1113. You may return any item for exchange or replacement within 30 days of purchase due to material defect or damage during shipment with no associated fees by requesting an RMA as outlined above.
You may want to insure your return; as we cannot be held responsible for products lost or misdirected via shipping. If the returned item is not in its original packaging, or if items are missing from the order such as manuals, cables, supplies or other items included in the original shipment, DiY has the right to reject the returned hearing aids and the refund request or charge additional handling fees as may be appropriate.
A Medical Exam is NOT Required to Purchase Hearing Aids
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