Repair process
How does the repair process work?
When the hearing aid does not work properly, we often hear that the device is broken, but there is often something else wrong. For example, it often happens that the filter is clogged by earwax, that the speaker is broken or that there is moisture in the hearing aid. We therefore always ask you to first go through our checklist in the event of a broken hearing aid before you report a defect. Click on the button below to go through the checklist yourself so that you can solve the most common problems yourself immediately.
If the steps in the checklist did not help, please contact customer service to indicate that the hearing aid is defective or has defects. If it concerns a defective accessory, please also report this to our customer service.
The repair process within the EU
Is your accessory or hearing aid still defective after you have gone through the checklist? And is it within the warranty period?
Within the EU, take the following steps:
Pack the accessory or hearing aids safely and securely to prevent damage during transport. Do you have 2 hearing aids? Send both. Also the hearing aid that is not defective! This is so that we can reconnect the hearing aids after repair.
Send the package to the address of Onlinehoortoestel.nl.
Please include your name and order number. Save the shipping receipt of your shipment. Address Onlinehoortoestel:
Onlinehoortoestel.nl
Nickel Street 43
1411 AH Naarden
The Netherlands
And then?
- Onlinehoortoestel.nl will repair the accessory or hearing aid for you.
- We aim to return the accessory or hearing aids repaired within 2 weeks of receipt.
The repair process outside the EU
If the accessory or hearing aid is still defective after going through our checklist and you live outside the EU, please follow the procedure below:
- Please contact us by email: info@onlinehoortoestel.nl.
- We will try to resolve the defect remotely.
- If necessary, we ask you to ask a local hearing care professional for a repair quote.
- Please send us the repair quote by email.
- We will discuss with you whether the repair costs outweigh the costly and cumbersome shipping process of your accessory or hearing aid to our head office in the Netherlands. If not, we will provide instructions for sending the accessory or hearing aids.
- Please note: if you want to ship your hearing aids outside the EU, you will need to apply for a customs code from your local customs and arrange for the required customs documents. Please take into account additional costs, such as customs clearance costs.
We are happy to assist you with the repair process outside the EU. Contact us and we will be happy to assist you personally.
What are the shipping costs for a repair?
The shipping costs for sending a repair are at your own expense and depend on the size and weight of the package and the chosen carrier. Within the EU you can send it with any local carrier.
If you live outside the EU, please send with UPS or Fed-ex.
In addition to shipping costs, please also take into account possible customs clearance costs.
PLEASE NOTE: do not send the package by cash on delivery . We will not accept these shipments and they will be returned.