Customer Care

Shipping & Returns

Free NZ-wide shipping on every order. 30-day money-back guarantee, no questions asked.

Free NZ Shipping
30-Day Guarantee
3-5 Day Delivery

Shipping Information

Fast, free delivery to your doorstep, anywhere in New Zealand.

Free NZ-Wide Shipping

Every order ships FREE to any address in New Zealand. No minimum purchase required.

3-5 Business Days

Most orders arrive within 3-5 business days. Urban areas often receive orders faster.

Tracking Provided

Every order includes tracking. You'll receive an email with tracking details once your order ships.

Rural Delivery Included

We deliver to rural addresses at no extra cost. RD addresses welcome!

Orders placed before 2pm (Mon-Fri) are dispatched same day.
Quality Promise

Our Satisfaction Guarantee

We stand behind the quality of every HearWell™ product.

30-Day Money-Back Guarantee

Try your HearWell™ completely risk-free. If you're not satisfied, we'll make it right. No questions asked. All purchases protected by our satisfaction guarantee.

Full refund if not satisfied*
No questions asked
1-Year product warranty
*T&Cs apply. See full terms.

Return Process

1

Submit return request

Email support@hearwellnz.com with order number, photos AND video evidence of the issue.

2

Await RMA approval

Our team reviews your request and issues an RMA number within 3-5 business days if approved.

3

Ship at your expense

Return item in original sealed packaging with tracking. Product must be unused and unopened.

4

Inspection & processing

After inspection (7-10 days), approved refunds processed within 14-21 business days as store credit.

View Full Terms

Shipping & Returns FAQ

Common questions about delivery and returns

How long does shipping take? +
Most orders arrive within 3-5 business days. Urban areas typically receive orders in 2-3 days, while rural deliveries may take up to 5 business days. Orders placed before 2pm (Mon-Fri) are dispatched same day.
Do you ship to rural addresses? +
Yes! We deliver to all New Zealand addresses including rural and RD addresses at no extra cost. Free shipping applies nationwide.
How can I track my order? +
Once your order ships, you'll receive an email with your tracking number and a link to track your package. You can also track your order by visiting our support page and entering your email address.
What if my package is lost or damaged? +
If your package arrives damaged or goes missing, contact us immediately at support@hearwellnz.com. We'll send a replacement at no additional cost.
How does the satisfaction guarantee work? +
If your HearWell™ is faulty or defective, contact us within 14 days of purchase with photos and video evidence. Our team will review your request and, if approved, issue an RMA for return. Returns are subject to inspection. Please see our full Terms of Service for complete details.
Do I need to return the original packaging? +
Yes, all returns must include the original sealed packaging, all accessories, and documentation. Products must be unused, unopened, and in resaleable condition. Returns without original packaging will not be accepted.
What condition do items need to be in for a return? +
Items must be completely unused, unopened, and in original sealed packaging. For hygiene reasons, any ear tips or products that have been opened or fitted cannot be returned. We do not accept change of mind returns.
How long does it take to receive my refund? +
After your return is received and passes inspection (7-10 business days), approved refunds are processed within 14-21 business days. Refunds are issued as store credit by default. A 15% restocking fee applies to all approved returns. See our Terms of Service for full details.

Still have questions? We're here to help!

Contact Us

Need Help?

Our friendly New Zealand support team is here to assist with shipping, returns, or any other questions.

Email

support@hearwellnz.com

We reply within 24 hours

Send Email

Hours

Mon - Fri: 9am - 5pm

New Zealand Time (NZT)

The HearWell™ Promise

We stand behind every product we sell

30-Day Money Back

No questions asked. Love it or your money back. *T&Cs apply.

Free NZ-Wide Shipping

Fast, free delivery to your door, anywhere in New Zealand.

Lifetime NZ Support

Friendly hearing experts ready to help via email.

NZ Owned & Operated

HearWell is proudly New Zealand owned and operated.