Shipping & Returns

Shipping Policy

Title to and risk of loss for all products transfer to you upon the order's departure from our premises. You are solely responsible for providing an accurate and complete shipping address. Order processing is contingent upon our confirmation of the order and receipt of full payment. Dispatch lead time is dependent on stock availability. While we shall exercise commercially reasonable efforts to ensure timely shipment, we shall not incur any liability for delays resulting from circumstances beyond our reasonable control, including, without limitation, delays caused by acts of God, natural disasters, war, terrorism, strikes, labour disputes, civil unrest, epidemic or pandemic, governmental action, material shortages and/or customs processes. We will notify you via email with a revised schedule in the event of such delays.

Should a package be undeliverable, we will contact you to arrange for re-shipment. For international orders (outside of South Africa), you shall be responsible for all applicable shipping costs, including customs clearance, duties, fees, taxes, initial delivery and all subsequent calibration costs. If material changes to the Services are necessitated by the shipping location, we will notify you and offer the option to cancel the order for a pro-rata refund.

Cancellation, Return and Refund Policy

You are not entitled to any refund, repair or replacement save to the extent that it is expressly provided for below.
Cancellations of hardware orders (either in whole or in part) must be done before your receipt thereof and within seven (7) business days of purchase by contacting our sales team at sales@hearxgroup.com. Please note that a penalty fee of 10% of the purchase price will apply to any cancellations. If timeously cancelled, you will be refunded the purchase price (including delivery charges), less the 10% penalty fee. If a sale is only partially cancelled, you agree that you shall be liable for any additional re-calculated delivery charges on your revised order if such charges exceed original delivery fees.

If your order is not delivered within 30 days after purchase or such other timeframe as may be agreed upon, please contact sales@hearxgroup.com. Should a product be temporarily out of stock, hearX will notify you thereof, whereupon you may choose to either cancel the order for a refund, or maintain your order subject to a later delivery date as may be agreed. Should a product that you’ve ordered be discontinued/permanently out-of-stock, hearX will contact you to arrange a refund.

If the incorrect product is delivered to you, do not remove the product from its original packaging, open or use the product in any way. Please promptly contact us at sales@hearxgroup.com.

Do not accept delivery of any visibly damaged product. For concealed damage discovered after acceptance (e.g., a cracked screen), you must report it to us within forty-eight (48) hours of receipt. You agree that damage reported after this 48-hour window will be deemed to have occurred post-delivery.
Returns of non-defective products must be arranged within thirty (30) days of your receipt thereof. Return shipping will be at your own cost. No refund will be given for any shipping and/or handling costs or any taxes or duties which were paid on import/export. To qualify for a refund, the product must be returned as-new, in the condition received. Do not use or remove the product from its original packaging or remove any adhesive screen covers. You agree to be liable for any damage to the product (including its packaging) while in your possession. We reserve the sole and absolute discretion to determine whether any refund, either in whole or in part, shall be provided on any purchase after the thirty (30) day period.

If you believe your product is defective, please contact us at sales@hearxgroup.com to arrange for return and inspection. You agree that we reserve the sole and absolute discretion to determine if a product is indeed defective. If the product is confirmed as defective, we will contact you to arrange for a repair, replacement, or full refund. Please note, if the product is found not to be defective, you will be required to pay the associated shipping costs to return the product to you.

A product will not be considered defective if the fault is due to normal wear and tear, or if the product has been altered, repaired, misused by you or an unauthorized party in any way, including, but not limited to, damage from impact, sand, liquid/moisture, dropping, tampering, battery/chemical corrosion, damage from connected equipment, or use of the product or any part thereof contrary to the instructions for use.

Return Process: To return a product, email sales@hearxgroup.com with your reason for return, whereafter you will receive a Returns Authorization Number (RA Number) and shipping instructions. For your return to be accepted, all products must be returned along with the original packaging, including all accessories, with the RA Number clearly visible on the parcel. Items without an RA Number may be sent back to you at your expense. Please ensure that the products are appropriately protected and packaged for the return shipping process.
Should you be entitled to a refund, a handling and repackaging fee of up to 20% may be charged at our discretion. All refunds shall be effected in the same manner as the original payment (i.e., by processing a credit against your credit card or payment to the bank account from which funds were received).