Refunds & Shipping Policy

Pure Tune has a 45 day return policy from the day you receive your shipment. As long as you request a return within the 45 day period, you will be provided a return shipping label by Pure Tune’s support team after going through the Ship Station returns process.  You must drop off your package at the post office and have it show as “accepted” in the tracking information by the 45th day to be eligible for a refund. Any returns dropped to the post office past the 45 day mark are not eligible for a refund. Once the package has been received by our team, your refund will be processed within approximately 3 business days. Once processed, a refund typically takes 3-5 business days to reach your bank account.

Return labels are sent via email and can only be received by email. Physical emails will not be sent out. If the customer does not have an email, they will be responsible for shipping the unit back to Pure Tune headquarters. 

If you do not follow Pure Tune’s return procedures and use your own shipping label, the shipment must arrive at our warehouse by the 45th day, otherwise your order will not be eligible for a refund.

If you are offered a free upgrade by Pure Tune’s support team, then you must return both the upgrade and the original product within the 45 day window from your first order. 

If you pay for an upgrade, your 45 days resets from the day you receive your paid upgrade. 

To be eligible for a full refund, your item must be in the original packaging, with all parts included (hearing aid, chargers, charging cable, ear buds, volume tool, cleaning brush, carrying case, etc). If any items are missing or damaged, you will not qualify for a refund. Any return package missing an order number will be subject to delays refunding or receiving an exchange unit. Delays may take up to 21 business days with a missing order number or tracking information.

Any return missing both an order number and customer name will be subject to a delay in processing, up to 21 business days. If a customer is not eligible for a refund, but they still sent in their units, they may contact customer service to request their units be returned to them (within 10 business days of being received at our warehouse). The customer is responsible for paying the $5 shipping cost for their returned units getting sent back to them. 

If you purchase with a Visa/Mastercard Gift Card, then the card must be kept for a refund. The funds can only be distributed to that card. Failure to keep the card will result in an inability to receive a refund, as the purchase cost has already left our account and we cannot pay a refund twice.

Contact our support team for details on how to begin the refund process.

Accessory Pack Refunds

The accessory packs are not refundable if they have been opened and the seal has been broken. Any unopened accessory packs can be returned within the 45 day return policy stated above, but customers will be required to pay for return shipping (unless they return their hearing aids and include the unopened accessory pack with the shipping label provided by Pure Tune Hearing).

Ear Cleaner Refunds

Ear cleaning kits are refundable within 45 days if they are unopened. They must be returned in with the original plastic seal intact in order to qualify for a refund. Any opened packages are non-refundable.  

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@puretune.com.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@puretune.com and our team will provide instructions for how to exchange your product. 

Shipping

Tracking information will be provided once our team has processed your order and prepared it for shipping. 

Tracking information can take a few days to populate depending on when our shipping carrier picks up packages from our warehouse.

Priority shipping means your order will be processed and fulfilled before regular orders.

Once orders are fulfilled and populate with tracking information, they typically arrive within 3-5 days. Delays are out of Pure Tune Hearing’s control and Pure Tune is not responsible for such delays.

If we are unable to verify a customer’s address through our shipping software, we will reach out  via email in order to get this information updated. If we are unable to reach said customer within 10 days of purchase, we will cancel the order and refund the transaction immediately.