Terms of sale

Effective date: September 22, 2026

These Terms of Sale explain how purchases from nilohearing.com work, including payment, shipping, your 45-day home trial, and warranty support. They apply to orders placed directly with NILO for delivery to the U.S. destinations available at checkout.

Questions? Email contact@nilohearing.com.

1. Who you are buying from

NILO is a brand operated by WS AUDITION, a French single-member limited liability company (EURL), with share capital of €1,000, registered with the Créteil Trade and Companies Register under number 852 696 871. Its registered office is 13 avenue Théodore, 94340 Joinville-le-Pont, France. Its French VAT identification number is FR29 852696871.

In these terms, “NILO,” “we,” “us,” and “our” mean WS AUDITION. “You” means the customer placing the order. These terms cover consumer purchases for personal use, including purchases as a gift. Wholesale or resale arrangements require a separate agreement.

Our registered office is a business correspondence address, not a product return address. Contact us for return instructions before shipping a product.

2. Understanding your NILO

NILO Air and NILO Pro are over-the-counter (OTC) hearing aids intended for adults aged 18 and older with perceived mild to moderate hearing loss. They are medical devices, not general-purpose sound amplifiers. They are not intended for children or for severe or profound hearing loss.

Please review the product information, compatibility details, labeling, and instructions before purchase and use. Hearing benefits vary by person and listening environment. Hearing aids do not restore normal hearing or treat an underlying medical condition.

Our online hearing check and product questionnaire provide information and guidance; they do not provide a medical diagnosis or replace an evaluation by a qualified healthcare professional. Product support is not a substitute for medical care. Follow the warnings in the product labeling, including when to see a doctor.

Both models can be used for hearing amplification without the app. A compatible phone is needed for optional app controls. NILO Air does not stream calls or music. NILO Pro supports calls and music through compatible Bluetooth connections; hearing amplification pauses during streaming. Check the product page for compatibility and current features.

3. Prices and payment

Prices for U.S. orders are displayed in U.S. dollars. Applicable sales tax, shipping charges, and any other charges collected by NILO are shown before you place your order. The checkout total is the amount you authorize us to charge.

Payment methods are those offered at checkout. Payment is due when you place your order, unless an installment option is expressly offered. Any third-party financing terms are provided separately before you agree to them. Your bank or payment provider may apply its own currency-conversion or other fees.

Promotions are subject to the conditions stated with the offer. Price changes apply to future orders, not orders already accepted. If we identify a material pricing or listing error affecting your order, we will contact you and offer a correction for your approval or cancellation with a refund. We will not charge an increased amount without your agreement.

4. Orders and availability

Review your items, contact details, delivery address, and total before submitting your order. We will email an order confirmation. Contact us promptly if you notice an error or need to request cancellation; changes may no longer be possible once shipment has been arranged. Your return and other applicable rights remain available.

We may decline or cancel an order for a legitimate reason, such as a payment failure, unavailable stock, an unsupported delivery address, or reasonable evidence of fraud or unauthorized resale. We will notify you and promptly refund any payment collected for canceled items and associated charges.

If an item becomes unavailable, we will explain your options. We will not substitute another product or require you to accept store credit without your agreement.

5. Shipping and delivery

We ship to the U.S. destinations supported at checkout. Available delivery methods, charges, and estimated timing are provided before purchase. Please provide a complete address and contact us promptly about an address correction.

We will ship within the timeframe stated when you order. If no shipment timeframe is stated, we will ship within 30 days after receiving a properly completed order. If we cannot meet the applicable shipment deadline, we will notify you, provide a revised date if available, and give you the choice of agreeing to the delay or canceling for a prompt refund. If you do not agree to a delay requiring your consent, we will cancel and refund the affected unshipped order as required by applicable law.

Contact us if a parcel is missing, arrives damaged, or contains an incorrect or missing item. Photos and packaging can help us investigate, where practical. We will work with you and the carrier to resolve the issue. Reporting a problem does not waive your return, warranty, or other legal rights.

6. Your 45-day home trial

You may request a return within 45 calendar days after delivery if NILO is not right for you. There is no required minimum trial period, and you do not need to give a reason. Normal use during the trial is allowed.

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

We will email return instructions and a tracked label for our designated U.S. returns partner. For a change-of-mind return, you pay the actual return-label cost with no markup. We will disclose that cost and obtain your confirmation before issuing the label. The cost of a used label is deducted from your refund. NILO covers the return-label cost for a confirmed product defect, damage on arrival, or an incorrect item.

Hand the parcel to the carrier within seven calendar days after receiving the label and complete instructions. The carrier acceptance date counts. If you cannot meet that deadline, contact us before it expires. Keep your drop-off receipt.

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

We do not charge a restocking or routine cleaning fee. Normal trial wear and normal use of the supplied ear tips and wax filters are accepted. Any deduction for missing reusable components or customer-caused damage must reflect a reasonable, documented loss in value, subject to the limits in our return policy and applicable law. We will explain a proposed deduction and provide supporting evidence so you can raise any concerns. A manufacturing defect is not customer-caused damage.

We issue refunds to the original payment method within ten business days after our returns partner receives the returned items. Business days exclude weekends and U.S. federal holidays. Your payment provider may need additional time to post the refund. This timeframe does not extend a shorter deadline required by law.

Refunds cover the price paid for returned items and applicable refundable sales tax. For a full-order return, we also refund the original delivery charge, including an express supplement. Partial orders, bundles, and discounts are handled as described in our Returns & Refunds policy.

The policy also explains accessory returns and changing models. A model change is handled as a return and a separate new purchase. The trial does not limit your rights concerning a defective product.

7. One-year warranty and after-sales support

NILO provides one year of warranty protection from delivery for new NILO hearing aids purchased directly from our website. The complete coverage, remedies, exclusions, and claim procedure are set out in our One-Year Warranty, which you should read before purchase. WS AUDITION is your warranty contact, independently of any arrangement with our supplier.

To request help, email contact@nilohearing.com with your order number and a description of the issue. We may ask for the model, serial number, photos, or a short video where useful. We may first help you check charging, fit, filters, settings, or connectivity. Contact us before returning a device so we can provide the appropriate instructions. No paid repair or replacement will be carried out without your agreement.

The 45-day home trial and warranty are separate. The end of the trial does not end warranty coverage. These terms do not disclaim implied warranties or restrict rights and remedies that cannot lawfully be excluded. You may have additional rights that vary by state or under other applicable law.

8. Safe use

Follow the product instructions for use, cleaning, charging, and storage. If a battery is swollen, leaking, or unusually hot, stop using and charging the device and contact us before shipping it. Seek appropriate healthcare advice for pain, injury, sudden hearing changes, or other warning signs identified in the labeling.

These terms do not exclude or limit liability for fraud, injury caused by a defective product, or any other liability that cannot lawfully be excluded or limited.

9. Privacy and communications

We use order information to process payment, arrange delivery, provide support, manage returns and warranty claims, and meet applicable obligations. Our Privacy Policy explains how personal information is handled and how to exercise applicable rights.

Providing an email address for an order does not, by itself, constitute consent to marketing emails. Order and service communications are separate from optional marketing communications.

10. Questions, complaints, and your rights

For a question or complaint, contact contact@nilohearing.com, or write to WS AUDITION – NILO, 13 avenue Théodore, 94340 Joinville-le-Pont, France. Include your order number where available so we can help you.

We encourage you to contact us so we can try to resolve a concern. This does not prevent you from exercising a legal right or bringing a claim before a competent court. These terms do not require binding arbitration or a waiver of class-action rights.

Applicable law determines your rights and the courts with jurisdiction. Nothing in these terms removes mandatory protections available to you under applicable U.S. federal, state, or other law.

11. Changes to these terms

The terms and policies provided when you place your order apply to that purchase. Later changes will not reduce your rights for an existing order. Please keep a copy of your order confirmation and the applicable terms. You may contact us to request purchase records.

If a provision is found unenforceable, the remaining provisions continue to apply to the extent permitted by law. Nothing in these terms limits a mandatory consumer right.