Returns & refunds

Try NILO in your everyday life. If it is not right for you, request a return within 45 calendar days of delivery. You do not need to complete a minimum trial period or give a reason.

This policy covers purchases made directly from nilohearing.com and delivered to the 50 United States, Washington, D.C., and U.S. territories. It includes NILO Air, NILO Pro, discounted purchases, bundles, and separately purchased accessories.

Email contact@nilohearing.com with your name, order number, and the items you wish to return. Your email date determines whether your request is within the 45-day period; a delay in our response will not affect a timely request.

We will email you instructions and a tracked return label addressed to our designated U.S. returns partner. Please use the address on that label, rather than our company address.

For a change-of-mind return, you pay the actual return-label cost, with no markup. We will tell you the amount before issuing the label and ask you to confirm. The cost of a used label is deducted from your refund. We do not charge a restocking or routine cleaning fee.

Hand the package to the carrier within 7 calendar days after we send your label and complete return instructions. The carrier acceptance date counts, not the date the package reaches us. Keep your drop-off receipt. If you cannot meet this deadline, contact us before it expires.

For a hearing-aid set, return both hearing aids, the charging case, and supplied reusable accessories. Clean them according to the user guide and use protective packaging. Include the original box and documents if available; their absence alone does not reduce your refund.

Normal trial use, ordinary cosmetic wear, and the normal use of supplied ear tips and wax filters are accepted without a deduction. You may also open and try separately purchased accessories during the return period.

We refund the amount paid for the returned items, including applicable refundable sales tax. For a full-order return, we also refund the original delivery charge, including any express supplement. For a partial return, we refund any original delivery charge attributable solely to the returned items; delivery charges for items you keep are not refunded.

Discounted items are refunded at the price paid. For a partial bundle return, the bundle discount is allocated proportionately using the component prices at purchase; we will explain the calculation before you send the return.

The only possible deductions are the disclosed cost of your used return label and a documented deduction for missing reusable components or customer-caused damage, as explained below. Deductions will not exceed the amount otherwise refundable.

A manufacturing defect or a failure during normal use is not customer-caused damage and does not trigger a damage deduction. We do not deduct routine refurbishment, cleaning, or normal trial wear costs.

If inspection shows a missing reusable component or damage caused by an accident, misuse, or exposure contrary to the care instructions, we may deduct a reasonable, documented amount reflecting the actual loss in value, capped at the reasonable repair or replacement cost. We do not charge twice for the same loss.

We will send you an itemized explanation and supporting evidence before applying a deduction, and you can contact us to dispute it. No deduction will be applied where prohibited by applicable law.

We will inspect your return and issue your refund to the original payment method within 10 business days after our returns partner receives the package. Business days exclude weekends and U.S. federal holidays. We will email you when the refund is issued. Your bank or payment provider may need additional time to post it.

Contact contact@nilohearing.com as soon as you notice the issue, with your order number and a description. Photos may help, where practical. NILO covers the return-label cost for a confirmed product defect, damage on arrival, or an incorrect item.

During the 45-day return period, you may choose a refund or a replacement for the affected product. No damage or restocking deduction applies to the reported product defect or delivery issue. If there is a problem after the trial period, contact us for assistance under any applicable warranty and consumer rights. The end of the trial does not remove those rights.

If a battery is swollen, leaking, or otherwise damaged, contact us before shipping so we can arrange appropriate instructions.

Yes. Request a return within the applicable return period, then place a new order for your preferred model. The first purchase is refunded under this policy, and the new order is charged at its current price. Each new order has its own 45-day trial starting on delivery. This is handled as a return and a new purchase, rather than a direct exchange.

NILO is operated by EURL WS AUDITION.

Email: contact@nilohearing.com

Business correspondence address: 13 avenue Théodore, 94340 Joinville-le-Pont, France.

Return shipping address: provided with your return label. Do not send returns to our correspondence address.

This policy does not limit any rights or remedies you have under applicable law.