Refund policy

Refund Policy

Thank you for shopping at MHA Online Store!

What should I do if my product arrives damaged or defective, or isn't what I ordered?

Before opening your package, make sure to take an unboxing video. We will implement a NO VIDEO, NO RETURN/REFUND policy. Please do not remove any tag or take out the product from the original packaging. We would recommend you to please go to the Return Center to create a Return Request.

LINK: https://flexreturnapp.com/s/manila-hearing-aid . 

Or you may email us at customerservice@manilahearingaid.com.ph or viber us Phone: +639175644327 and our representative will guide you.

You can ONLY return your order within 7 days of receiving it. Outside this timeline, the product could have already been exposed to factors beyond our control which could have contributed to the damage/defect.

General Return Conditions

In order for a return to be accepted, it must meet the following conditions:

  • The product must be unused.

  • The product must be in its original state and packaging with the original tags attached.

  • Accessories must have all parts of the original packaging

  • PRODUCTS TO BE IDENTIFIED Ex. Batteries - must have the original packaging and, box unopened and sealed.

Returned products are inspected by our Quality Assurance Officer (Logistics Team/Warehouse Team). If there is any damage to the product because of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products.

If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you. We do not refund products:

  • Obtained from a source other than manilahearingaid.com.ph

  • Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)

  • Damaged by misuse or activities other than the intended purpose (used for ears)

Shipping

  • You will be responsible for paying for your own shipping costs for returning your item.

  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

When will I get my refund?

Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks (or 14 days), though generally less.

Once the return has been approved, it would take 10-20 days for the refund to be made to your payment services provider (for example your credit card supplier or E wallet). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. Generally, there will be a longer processing time for refunds if you made payment via Cash on Delivery.

If you made payments via Cash on Delivery, a secured refund form will be sent to you by our customer service agents where bank details are needed. It is important to ensure full and accurate bank account details (exact account name, bank name, account number) will be provided to avoid any unnecessary delays due to incorrect information. If you do not have a bank account, we will not be able to process a direct refund. You will receive a voucher of the refund value for your next online purchase instead, terms and conditions apply.

For further information and especially if you do not receive your refund within 30 business days, please feel free to call our customer service team at +639175644327 and let the advisor know the details of your order and about your open question.

Why do I have to wait for Manila Hearing Aid to receive my returned product(s) before I can get a refund?

Before we can start processing your refund, we need to make sure that your returned products meet our return conditions

As long as your product(s) meet the above criteria, we can reimburse your purchase price. If your returned product(s) don't meet the criteria above, we cannot accept the items and unfortunately will not be able to give you a refund.

Will you refund my shipping / delivery costs if I return my order?

We will refund the full purchase price of the relevant product(s) returned to us excluding shipping charges (if any). We may refund shipping costs only for some return cases, for example, MHA ONLINE STORE delivered the wrong item or item is damaged due to manufacturing defect.

What do I do if my question isn't covered here?

If you cannot find the answer to your question here, we recommend you to contact us via

1) Live Chat: Look out for this Facebook Messenger icon on the bottom right of your screen. *Only available during office hours of 9:00am to 5:00pm

2) Call at: +639175644327 (Please have your order number ready with your concern for us to address properly)

3) Email us at customerservice@manilahearingaid.com.ph -- we will respond within 48 hours.

Our customer service is available during office hours (Mon-Fri 9:00am to 5:00PM)

 

Thank you and happy shopping!