Refund Policy
Our Promise: Warranty & 45-Day Hearing Promise
At Lunova we stand by every product we make. We want you to feel confident and comfortable, so we include:
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A full one-year warranty from the date your hearing aids arrive. If a manufacturing issue arises during this time, we'll send you a replacement at no charge.
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A 45-Day Hearing Promise: experience your hearing aids at home and out and about. If after a genuine trial* (see section "Important Information" below) you don't notice better hearing compared to wearing no hearing aids at all, you can return them under the conditions set out in this policy.
If you have any questions or concerns at any point, please reach out — our team is here to help.
Your Legal Rights
Nothing in this policy reduces or limits your rights as a consumer under applicable Canadian consumer protection law. In the event of any conflict between this policy and your statutory rights, your statutory rights prevail. This policy offers a voluntary commercial framework in addition to those rights.
Before You Buy
The 45-Day Hearing Promise is a voluntary commercial policy we offer in addition to your rights as a consumer. It comes with conditions we define and publish below, and it does not apply in every circumstance. Please read this policy in full before purchasing.
Order Cancellations
Orders enter processing immediately after they are placed — this includes payment handling, order preparation, and allocation with our fulfilment centre. For this reason, a CAD 30$ order processing fee applies to all cancellation requests, regardless of when the request is made.
If you wish to cancel your order, please contact us as soon as possible at contact@getlunova.com. We will confirm your cancellation and refund the remaining balance to your original payment method within 5–10 business days.
If your order has already been shipped at the time of your cancellation request, we are unable to cancel it. You may return the product once received, subject to our return conditions below.
If You Change Your Mind (Unopened Product)
If your hearing aids arrive and you decide not to open them, you can return them within 14 days of delivery for a refund. The product must be unopened, with the factory hygiene seal intact, and returned in its original packaging. Return shipping is at your expense. The CAD 30$ order processing fee applies.
Once the hygiene seal has been broken and the hearing aids have been handled or used, this option no longer applies. Our 45-Day Hearing Promise below continues to apply.
Thinking About a Return? We're Here to Help
If your hearing aids did not meet your expectations, we understand this can be disappointing. After reviewing your situation, our team will offer you the following two solutions:
Option 1 — Return the product for a 60% refund
You may return the hearing aids to us at your own expense. Once we receive and inspect the returned product, we will issue a refund of 60% of your order total. Please note that processing the return and refund takes approximately 4 to 6 weeks from the date we receive your return. Once issued, your bank or card provider may take additional time to credit the amount to your account.
To proceed with a return, follow these steps:
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Contact us by email at contact@getlunova.com. We'll listen to your concerns and walk you through the process.
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If we can't resolve the issue together, we'll send you return instructions and the correct return address.
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Send your hearing aids back using a tracked service, so we can both follow their journey back to our warehouse.
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Include them in their original packaging with all accessories (charging case, USB-C cable, cleaning brush, ear tips, tools, etc.) and your order number so we can process your refund quickly.
Return shipping costs are the responsibility of the customer. We recommend a tracked service for your peace of mind.
Please use only the return address we send you. Addresses printed on courier tracking labels are not return addresses and parcels sent there cannot be linked to your order.
Option 2 — Immediate 50% refund, no return required
If you prefer to avoid the return process, we can immediately issue a refund of 50% of your order total. In that case, you keep the hearing aids and no return is necessary. Your bank or card provider may take a few additional business days to credit the amount to your account.
Why these two options?
For hygiene and safety reasons, hearing aids that have been opened and used cannot be resold and are not eligible for a full refund. The two options above represent the best solutions we are able to offer while remaining fair to all customers.
Once your chosen refund is processed, you will receive a confirmation email and the amount will be credited back to your original payment method.
Manufacturing Issues
If your hearing aids develop a confirmed manufacturing fault, we will send you a free replacement at no charge. Everyday wear and tear, water damage beyond the product's rated resistance, or accidental damage are not considered manufacturing defects.
We assess every claim on its merits. A device that powers on and amplifies sound as designed will not normally be considered faulty merely because of a personal preference for a different product — but where genuine quality or fitness-for-purpose issues arise, we will address them properly. Your statutory rights under applicable Canadian consumer protection law apply alongside this policy.
Diminished Value on Used Returns
Where hearing aids are returned after having been worn, a diminished value deduction may apply to reflect the reduction in value of a used in-ear device. This is not applied automatically — we'll always confirm and explain any applicable deduction before you send anything back.
After Your 45 Days
The 45-day window is designed to give you ample time to experience the product in real-life situations. Returns requested after this period are not eligible under our 45-Day Hearing Promise. In exceptional circumstances we may consider a goodwill resolution at our discretion. Your statutory rights for confirmed faulty products are not limited to this 45-day window.
Items We Cannot Accept Back
For hygiene and safety reasons, the following are final sale:
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Replacement ear tip sets
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Cleaning kits and accessories
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Drying or disinfection devices
Your statutory rights in respect of faulty goods are not affected by this exclusion.
How We Process Your Refund
Once we receive your return, we'll inspect it within 5–7 business days. If everything meets the return criteria, we'll issue your refund to your original payment method. Please note that once issued, your bank or card provider typically takes 3 to 5 weeks to credit the amount to your account — this is a banking processing timeline, not a Lunova delay.
If you haven't seen your refund yet:
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Check your bank or card statement.
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Contact your card provider about processing times.
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Email us at contact@getlunova.com — we're always happy to help track it down.
Brain Adaptation Period
Hearing aids require a brain adaptation period. Clinical research consistently shows that the brain needs time to relearn how to process amplified sound, and that assessments conducted within the first one to two weeks of use produce results that don't reflect the true benefit of the device.
We strongly recommend persisting through at least the first 10 days before forming a view on whether the device works for you, and contacting our support team if any issues arise — most early-stage discomfort and sound issues resolve with continued wear and small fitting adjustments. The 45-Day Hearing Promise is designed for assessments made after a genuine trial.
*Important Information About Our 45-Day Hearing Promise
Lunova™ Comfort Hearing Aids are designed for people with mild to moderate hearing loss in everyday situations. They are not suitable for severe or profound hearing loss. If you're unsure about your level of hearing loss, we strongly recommend consulting a qualified audiologist or healthcare professional before purchase.
Our 45-Day Hearing Promise is based on:
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A genuine trial and hearing experience — not a change of mind, comfort preference, or aesthetic preference.
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Real-world usage over a reasonable period across normal day-to-day environments — conversation, TV, outdoors, social settings — not just a few minutes or days.
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Comparison with wearing no hearing aids at all — not with prescription devices or other brands.
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Completion of basic troubleshooting and fitting guidance with our support team where required, as small adjustments often resolve early-stage issues.
Returns falling outside this scope — without genuine usage, based on general dissatisfaction unrelated to hearing improvement, or based solely on personal preference (device size, button firmness, perceived comfort) — may be declined under this commercial guarantee or refunded only partially.
Common Situations and How Our 45-Day Hearing Promise Applies
Feedback and Whistling
A whistling or feedback sound is almost always caused by the dome not creating an adequate seal in the ear canal — either because the dome size is too small, or the aid isn't seated correctly. This is typically a fitting issue resolvable by adjusting the dome size or insertion technique, and our support team can guide you through this quickly.
Sounds Too Loud, Sharp, or Overwhelming
If sounds feel too loud or sharp at first use, this is a normal neurological process called auditory acclimatisation. After hearing loss, the brain reduces sensitivity to sounds it's no longer receiving. When hearing aids restore those sounds, the brain hasn't yet readjusted. This typically resolves within one to two weeks of consistent use. We recommend starting at a lower volume and building up gradually.
Own Voice Sounds Strange or Echo-Like
Hearing your own voice differently — hollow or echoey — is a recognised audiological phenomenon called the occlusion effect. It occurs when the dome partially seals the ear canal and is addressable by switching to a more open dome style or adjusting insertion depth.
Ear Discomfort or Pressure
Some discomfort during the first few days is normal as your ears adjust. Switching to a smaller dome size resolves it in almost all cases — which is why we include multiple dome sizes in every box. Persistent discomfort that cannot be resolved through dome adjustment may indicate anatomical sensitivity, which falls outside the scope of our 45-Day Hearing Promise.
No Bluetooth or App Features
The Lunova™ Comfort Hearing Aid does not include Bluetooth connectivity or smartphone app control. These features are not part of the Comfort model specification. Please review the product page carefully before purchasing. If Bluetooth is important to you, please contact us before ordering.
Partial Improvement
Our 45-Day Hearing Promise covers the situation where the device doesn't deliver any hearing improvement — not situations where improvement is experienced but expectations weren't fully met. Statements such as "it helps a bit but not enough" indicate the product is working as designed and do not qualify under the Promise, though we're always happy to help with fitting to push the experience further.
Reduced Sound or No Sound — Check the Wax Guard First
If your hearing aids produce reduced or no sound, the most common cause is a blocked wax guard — a small replaceable filter. Please replace the wax guard before contacting us about a sound issue. Instructions are in your user manual. A blocked wax guard is a maintenance situation, not a product fault.
Returns After 45 Days
The 45-Day Hearing Promise applies to returns requested within 45 days of delivery. In exceptional circumstances we may consider a goodwill resolution at our discretion. Your statutory rights for confirmed faulty products are not limited to this 45-day window.
We're Always Here for You
Whether you have a simple question or need assistance with a return, email us at contact@getlunova.com. Our team is committed to making your Lunova experience as smooth and reassuring as possible.
Lunova™ | getlunova.com | contact@getlunova.com
Last updated: January 2026