Policy
Refund & returns policy.
Thank you for choosing Professional Hearing Solutions. Because every hearing aid we ship is personalised to the patient, the way returns and refunds work for us is a little different from a typical online store. We’ve set out our approach below so there are no surprises after you buy.
The nature of the products we sell
Every hearing aid sold by Professional Hearing Solutions is a personalised medical device. Before each device leaves our Hearing Suite, our audiologists programme it precisely to the customer’s audiogram. This personalisation is a service performed per-customer; it cannot be reversed or transferred to another patient. As a result, hearing aids are treated as final-sale custom items.
All sales are final
Once a hearing aid order is placed and dispatched, the order is not eligible for return, exchange, or refund. This applies whether the device is collected from one of our Hearing Suites or shipped to a customer’s address. Please use the information available on the product page, the datasheet, and our consultation line before purchase to make sure the model you choose is the right fit for your hearing needs — our audiologists are happy to advise before the order is placed.
Manufacturer warranty
Each device carries the manufacturer’s international warranty (typically two years from the date of dispatch). The warranty covers manufacturing defects only and is administered by the manufacturer’s authorised service network. Wear and tear, accidental damage, water damage, mishandling, unauthorised servicing, and battery consumables are not covered under warranty. We’re happy to act as the first point of contact and liaise with the manufacturer on your behalf for any warranty claim.
Damage in transit
We package every order carefully and use established courier services across Pakistan. In the unlikely event that the outer packaging arrives clearly damaged, please record a short video at the time of opening the parcel and contact us within twenty-four (24) hours of delivery. We will assess the matter on a case-by-case basis and, where appropriate, work with the courier and the manufacturer to find a fair resolution. Reports made after this window cannot be investigated reliably.
Pricing
Prices listed on the shop reflect current rates at the time of viewing and may be revised from time to time due to market conditions, currency movement, supply availability, and manufacturer pricing updates. The price confirmed at the time of order is the price payable for that order. Subsequent changes to our listed prices, in either direction, do not entitle customers to a refund of the difference or any additional adjustment.
Aftercare
We’re committed to the long-term success of every device we fit. For the life of the hearing aid, customers are welcome to visit either of our Hearing Suites for fine-tuning, programming adjustments, cleaning, and minor in-clinic servicing. This is part of how we look after every patient regardless of warranty status.
How to reach us
If you have a question about your order, your warranty, or anything else, please call or WhatsApp us. We’ll personally look into every concern raised.
Questions? Talk to an audiologist.
We’re available six days a week at our Hearing Suites in Islamabad and Rawalpindi.
Last updated 11 July 2026. Read alongside our Terms and Privacy Policy.