Policies & Offers
Company Policies
Return windows, refund rules, warranty, and what you can and can't offer on a call. Know these so you never make a promise the company can't keep.
You are a hearing specialist, not a policy maker. You can troubleshoot, recommend upgrades or replacements, and escalate to CS. You do not approve refunds, override policies, or make exceptions yourself. When a customer asks for something outside your scope, redirect: "I'll pass this along to our CS team and they'll follow up with you."
Return Policy
What customers are entitled to within the return window
- Return window: 30 days from the date of delivery. If they're within the window and want to return, they're eligible. Specialists can extend the window to 45 days (see Return Extensions).
- Standard refund: Order total minus shipping fee minus a $4.95 restocking fee.
- Restocking fee: The $4.95 fee covers repackaging and sanitizing returned devices. It is not waivable.
- Process: After the call, CS sends the customer a return portal link. The customer generates their own return label through the portal. Once the package is scanned in transit back to us, the refund is automatically issued.
Don't volunteer refund details on a call. Your job is to troubleshoot and resolve the issue. If the customer decides they want to return, CS handles the refund process. You refer to CS and move on.
If a customer pushes back hard on the restocking fee: Don't argue about it. You can tell them you'll "request an exception" or "ask CS about that for you." This gets them off the topic so you can move on. CS handles the rest.
Partial Refund (No Return)
Alternative when the customer doesn't want to ship the product back
- Amount: 50% of the order total.
- Customer keeps the product and does not ship anything back.
- One-time only: This option is allowed once per customer.
- When it applies: Customer doesn't want the hassle of returning, or they want to keep trying the product but feel they overpaid.
This is handled by CS. If a customer mentions not wanting to ship back, note it in your portal entry and refer to CS.
Out-of-Window Requests
Customers past the return deadline
- Not eligible for a standard refund. This is company policy.
- Exception cases are handled case by case. See Non-Eligible Return Requests for the full approach.
- Your role: Troubleshoot the issue, offer upgrades or replacements if appropriate, and escalate to CS if the customer is firm on wanting a refund.
- Language to use: "Unfortunately, due to the length of time that has passed, a refund wouldn't typically be an option. But let me see if I can help resolve the issue."
Warranty
Coverage for defective products
Warranties are purchased by the customer at checkout (opt-in). A purchased warranty covers defects and hardware failures for up to one year. Warranties can only be redeemed once per customer.
- Warranty covers: Manufacturing defects and hardware failures (device won't turn on, won't charge despite correct procedure, one side completely dead).
- Warranty does NOT cover: Physical damage, water damage, lost devices, normal wear on eartips.
Replacement Rules by Situation
| Situation | Can you request a replacement? | Details |
|---|---|---|
| Within 30-day window (any warranty status) | Yes | You can request a replacement for any device you deem defective, regardless of whether the customer purchased a warranty. Rule of thumb: if sending a replacement prevents a return, offer one at your discretion. |
| Past 30 days + purchased warranty | Yes | The warranty covers this. Request the replacement. Note: the warranty can only be redeemed once per customer. |
| Past 30 days + no warranty | No | You cannot request a replacement. Instead, recommend an upgrade or suggest the customer places a new order. |
Don't promise a replacement on the call. Say: "It looks like this might be a hardware issue. I'm going to flag this for our team and they'll follow up with you."
What You Can and Can't Do on a Call
| You CAN | You CANNOT |
|---|---|
| Troubleshoot device issues step by step | Approve or process a refund |
| Recommend an upgrade and quote the discounted price | Create discount codes or send upgrade links yourself |
| Recommend a replacement for a defective unit | Promise a replacement will ship (CS confirms first) |
| Escalate to CS and request an exception | Approve an exception refund yourself |
| Extend the return window by 2 weeks (30 → 45 days) | Extend the window beyond 45 days |
| Explain the adjustment period (2-3 weeks) | Tell a customer to return the product |
| Offer the UV Dryer or accessories | Offer free products or discounts outside the approved list |
| End a call if a customer becomes abusive | Argue with or talk down to a customer |
General Rules
- Never suggest a return. Even if the customer seems set on it, your role is to troubleshoot and resolve. Let the customer bring up returning.
- Never mention replacement, warranty, or upgrade before troubleshooting. Exhaust fit, programs, and cleaning first.
- Log every call in the portal. No exceptions, even for quick calls.
- Record every meeting. Recordings are used for QA reviews and for documentation if disputes arise.
- Refer to CS for anything that requires action beyond troubleshooting. Upgrades, replacements, refunds, and exception cases all need CS follow-up.
- Keep customer information confidential. Don't share order details, ticket information, or customer data outside of the portal and Slack.
When in doubt, escalate. It's always better to say "let me check with the team and have someone follow up" than to make a promise you're not authorized to make.