Have your hearing aids configured from the comfort of your home or on the go

1. Will the fixed subsidy from statutory health insurance still be deducted?

Yes, via the so-called shortened care pathway, we can offer you the statutory insurance tariff, provided your health insurance fund supports this pathway.
The shortened care pathway for hearing aids enables a direct, task-sharing fitting process in the ENT practice by the ENT physician and the hearing aid acoustician. The legal basis is formed by contracts pursuant to Sections 127 and 128 of Book V of the German Social Code (SGB V) between health insurance funds and service providers.
Please note, however, that this is only possible in cooperation with one of our ENT partner practices, as not every ENT practice participates in the shortened care pathway.
Alternatively, digital care is possible. However, this model is currently only available for insured persons of TK. If you would like more detailed information about the digital care pathway, please feel free to contact one of our service representatives.
In both cases, we require a prescription for medical supervision and documentation.

2. Can I submit my hearing aid treatment from Mr. Hear to my private insurance?

A prescription is mandatory for hearing aid treatment. We also require a prescription for medical supervision and documentation.
Please clarify cost coverage with your private insurance in advance before a treatment is completed.
After completion of the trial period, the insured person receives the invoice and a fitting report from us. These documents are generally required by private insurance providers for reimbursement of hearing aid treatment.
As soon as you have the prescription, the invoice, and the fitting report, you can submit the hearing aid treatment to your private insurance.
Should your insurance require further documents, please contact our support team. We will be happy to assist you.

1. I have lost my final hearing aid(s). What happens now?

We are very sorry for the loss. In this case, compensation can be made by placing a new paid order for the same hearing aid.
If special supplementary insurance has been taken out, it may cover the loss. Please check your relevant supplementary insurance policies for this purpose.

2. My hearing device has a defect during the warranty period. What should I do?

In case of a defect, click on "Request Warranty" in the customer portal. An employee will contact you. If the defect cannot be resolved remotely, you will receive a shipping label to send the device to Mr. Hear. Please refer to the Terms and Conditions regarding warranty.

3. My hearing device has a defect after the warranty period. What happens now?

If the warranty has expired, Mr. Hear will assist you as during the warranty period. If the defect cannot be resolved remotely, you will receive a shipping label to send the device to Mr. Hear. After the assessment of the hearing device, you will receive a cost estimate for the necessary repair. You can either confirm or decline the estimate. In case of a decline, you can instruct the return of the defective hearing device or opt for free disposal.

4. How long is the warranty period for my hearing aids?

You receive a two-year manufacturer's warranty on all hearing aids.

5. Do I have a warranty for external speakers and domes?

Since these products are considered consumables, they do not come with a separate warranty. Speakers and domes can be easily reordered at any time.

6. How long is the warranty period for accessories?

You receive a two-year warranty on accessories from us.

7. What are the warranty conditions?

You can find the warranty conditions in our Terms and Conditions

1. When will I receive my final hearing aids?

At the beginning of the hearing aid treatment, you will first receive deactivated demo hearing aids for your safety. No pre-configuration takes place. After your free 30-day trial period, you will automatically receive your new future hearing aids. The trial period is designed flexibly and can be adjusted or extended at any time by our hearing aid acousticians if necessary. In addition, during the trial phase you also have the option of testing other hearing aids for comparison, so that together we can find the best solution for you.
Of course, you may also end the trial phase early at any time in your customer portal and thereby initiate the shipment of the new hearing aids. To do so, go to your Mr. Hear customer account, select “View orders,” and then click “End trial period.”

2. Why do the demo hearing devices have a different color?

In the free trial phase, you will likely receive demo hearing devices in a color that you did not order. This is completely normal. Demo hearing devices are not available in all colors. Your final hearing device will have the color you ordered.

3. When do I receive demo devices and when final devices?

Orders within Germany are shipped with demo devices during the trial period. Orders outside Germany are delivered only with final devices.

4. How can I return the demo hearing device(s)?

During your free 30-day trial period, you have the option to end the trial period in your customer portal without stating a reason. To do this, go to your customer account at Mr. Hear, view orders, and then click on "End Trial Period." You will receive a free return label and further instructions for return shipment within the EU.

5. Can I extend my trial period?

The 30-day trial period is generally entirely sufficient. Our experience shows that many hearing aid treatments can already be successfully completed after about 14 days.
You cannot extend the trial period yourself. However, if more time is needed, a hearing aid acoustician from Mr. Hear may extend the trial period for you during an appointment at their own discretion.
Please do not feel under pressure; if something is not right, let us know at any time. We will be happy to help you.

6. Can I keep the demo hearing devices?

No, the demo hearing devices are only suitable for trying out the future final hearing devices. An internal timer in the demo hearing devices does not allow for extended use.

7. I have lost the demo hearing devices. What should I do now?

If demo hearing devices are lost, you will receive a refund of 50% of the purchase price minus €350 from Mr. Hear when you place a new order for hearing devices. The amount will be refunded using your original payment method. To do this, go to your customer portal at Mr. Hear, view orders, view details of your order, and click on "Report Loss." Further steps will be explained to you. In case of loss, a private insurance policy can cover the loss. Please check with your private insurance for this.

8. I lost the hearing aids during the 30-day trial period. What happens now?

If you order hearing aids outside Germany, you will not receive demo hearing aids. In the event of loss, point 7 of our FAQ applies.

9. Until when can I return the hearing devices?

You can return the hearing devices within 30 days from the date of receipt.

10. What happens with damaged products during the trial phase?

At Mr. Hear, we always provide you with carefully inspected products in perfect condition. We expect careful and diligent use of the products provided by us. Upon return, the used products will be inspected. In case of a defect, Mr. Hear reserves the right to charge you for the repair or deduct the corresponding amount from your refund.

1. How do I replace a battery, dome, filter, receiver, etc.?

You can find instructional videos in the Help section at the following link. Our Mr. Hear support team is also available to assist you.

2. How do I clean my hearing devices?

You can find instructional videos in the Help section at the following link. Our Mr. Hear support team is also available to assist you.

3. I would like to buy a new external receiver. Which one do I need?

In the Mr. Hear shop, under the item “External Receivers,” you will find a configurator that helps you identify the suitable receiver for your hearing aid. Simply go through the selection step by step.
If you purchased your hearing aids from us, you can also look in your hearing aid passport in your customer portal. There, your hearing aids as well as the matching accessories, sizes and lengths of receivers, domes, and other accessories are stored.
Our support team will also be happy to assist you with any questions.

4. I would like to buy new domes. Which ones do I need?

In the Mr. Hear shop, under the item “Domes,” you will find a configurator that helps you identify the suitable domes for your hearing aid. Simply go through the selection step by step.
If you purchased your hearing aids from us, you can also look in your hearing aid passport in your customer portal. There, your hearing aids as well as the matching accessories, sizes and lengths of receivers, domes, and other accessories are stored.
Our support team will also be happy to assist you with any questions.

5. How often do I need to replace the filter for the external speakers?

Mr. Hear recommends replacing the filter every 14 days to ensure continuous sound quality of the hearing device. You can find the suitable filter here.

6. How often do I need to replace a dome?

With proper care of the hearing devices and domes, it is recommended to replace the dome every three months. If you notice any defects or if the dome does not fit properly, replace it immediately.

7. Can the hearing devices get wet?

No, always protect your hearing devices from moisture, water, and dust. Although many hearing systems offer certain protection, it is important to safeguard your hearing devices from all potential hazards.

8. I sweat a lot. What can I do?

We recommend using our Dry+ drying station. You can find it in our accessories section.

9. Can I connect my hearing devices to my TV or other audio products?

Yes, you can. For all hearing devices, you will need a TV station specifically developed by the manufacturer for this purpose.

1. What does the price of a hearing aid include?

The price applies per hearing aid and includes up to five online configuration appointments. These apply to the private purchase of a hearing aid treatment. In addition, with each ordered hearing aid or pair of hearing aids, you receive a starter box with the necessary accessories for your online hearing aid treatment.
In the case of digital care via TK (Techniker Krankenkasse), a six-year service period applies after completion of the treatment. During this period, the necessary follow-up appointments are included accordingly.
As a matter of principle, we work with a prescription for supervision and documentation in every hearing aid treatment.

2. Does the price of rechargeable hearing devices include a charging station?

Yes, the purchase of rechargeable hearing devices includes a charging station. This applies to both single-sided and bilateral fittings. Even if you order each side separately, you will still receive only one charging station.

3. Can I place an order over the phone?

Yes, that is possible. Please note that you must first register with Mr. Hear before placing a phone order. We will manually process your order, which you can then pay for in your customer account.

4. How do I book an appointment for online configuration?

You can only book an appointment for online configuration after you have successfully registered with Mr. Hear, purchased a hearing aid, and we have received a prescription from you.
After that, you can log in to your customer portal for an online configuration and book an appointment. To do so, go to your Mr. Hear customer account, select “View appointments,” and then click “Book consultation appointment now.”
Alternatively, you also have the option of arranging an appointment by telephone through our support team.

5. Where can I find the program for online configuration of my hearing aids?

You must download the program via the following link and install it on your PC or laptop. You are also welcome to contact our support team; they will be happy to help you and send you the link by email.
Alternatively, you can also find the download link directly in your customer portal.

6. What technical requirements do I need for online configuration?

You only need a PC or laptop. A webcam is recommended, but not strictly required.
The minimum operating system requirements are Microsoft Windows 10 or Apple macOS 10.15 (Catalina).

7. What is the process after placing an order with Mr. Hear?

First, you register with Mr. Hear. After registration, you answer a few questions about your ears and relevant health information. Contact via remote communication channels does not constitute medical treatment, but rather product advice. A valid ENT prescription is required for the provision of care.
You then select your hearing aids independently. Our support team will be happy to assist you with the selection if needed.
After placing your order, we ask you a few additional questions that are relevant for the configuration. You will then receive demo hearing aids in a deactivated and non-preconfigured state.
As soon as the demo hearing aids have arrived, you book an online appointment for configuration. This appointment takes place with an audiologist from one of our prequalified specialist stores with master hearing aid acoustician supervision.
For people insured under the statutory health system, we send a toolkit as part of the digital hearing aid care process to prepare for the first video appointment. Use of this toolkit is mandatory under the care framework agreement with Techniker Krankenkasse. The toolkit contains the required medical-device-compliant measuring devices as well as a reference microphone. Only our specialist staff have access to these devices.
For your safety, the hearing aids remain deactivated until the first online appointment.
During the first online appointment, the further process is explained to you. The hearing aids are then configured on the basis of the available data and measurement values. Afterwards, you can test the demo hearing aids in your everyday environment.
The 30-day trial period gives you sufficient time to make your decision. Experience shows that one or two additional appointments may be useful for further configuration. If you decide in favor of the hearing aids, you will then receive your final configured hearing aids.
All documentation is recorded transparently and can be viewed at any time in the customer portal.

8. What does an online configuration cost?

After purchasing a hearing aid or a pair of hearing aids, private customers are entitled to five free online configuration appointments. This does not apply to customers who are still within the 6-year service period of digital care via TK.
Additional online configuration appointments can be booked for a fee. You can purchase them individually or in a package of 3 or 5. In the Mr. Hear shop, the appointments can be booked easily and conveniently after purchasing a hearing aid:
1 appointment = EUR 49.00
3 appointments = EUR 119.00
5 appointments = EUR 189.00
A video appointment is scheduled for a duration of 45 minutes.

9. What advantages does online hearing aid configuration offer me?

Flexibility and convenience:
You can book your online appointments quickly and easily according to your schedule. This is especially practical for working people with long working hours, frequent travelers, or older people who would like to have their hearing aids configured digitally.

Individual support:
Our support team is available for you around the clock via email or callback service. During our office hours, we get back to you promptly, so that you receive support for your hearing aid treatment at any time.

1. What is the principle of digital hearing aid care?

The hearing aids are configured entirely digitally and under the supervision of a qualified master hearing aid acoustician by qualified specialist personnel, conveniently from home, without any possibility for the customer to perform self-adjustments.

2. How does the care process start?

The customer can obtain information on our website www.mr-hear.com and may also receive additional advice from our trained service team.

3. Who checks whether digital care is suitable?

Our qualified specialist personnel clarify during the preliminary consultation whether digital care is appropriate in the individual case.

4. Which hearing aids can the insured person choose?

A selection of models without additional payment and devices requiring a private co-payment is available. Hearing aids without additional payment are always offered as the standard solution.

5. What is required for the shipment of trial devices?

Prior to shipment, registration and a prescription are required. With the registration and the prescription, relevant customer data are collected and documented. The hearing aids are not preconfigured in advance. For safety reasons, the hearing aids are shipped in a deactivated state. In addition, you will receive a technical kit from us for the later measurements and configuration of the hearing aids.

6. What is included in the technical kit?

A tablet for video/audio communication, a video otoscope for viewing the outer ear and inspecting the ear canal with safety specula, an audiometer for AC/BC/speech tests, free-field loudspeakers for control measurements at a defined distance of 1 meter, and a calibration microphone for ambient noise monitoring.

7. Can the customer operate the equipment themselves or configure hearing aids independently?

No. All steps are carried out exclusively under supervision. Configuration takes place via our software and uses the manufacturers’ configuration software without requiring local app installation. Self-adjustment by the customer is excluded.

8. How does the trial phase work?

After the initial configuration based on the audiometry performed in advance and the ear inspection by our qualified specialist personnel, the customer tests the hearing aids in everyday life. Cancellation is possible at any time free of charge.

9. How does the completion process work?

The final measurements are carried out. The customer then receives all documents for signature and returns them free of charge, together with the technical kit.

10. How are fine adjustments and completion carried out?

Fine adjustments are performed digitally via scheduled appointments (a PC or laptop is sufficient). The technical kit is usually no longer required; if it is needed, it will be sent again free of charge.

1. Are returns free of charge?

Yes, we cover the cost of return shipping.

2. How long does shipping take?

For all orders, you will receive a tracking number from the shipping service provider via email. Typically, shipping within Germany takes 2-3 business days. Outside of Germany, it may take slightly longer depending on the country.

3. Until when can I return accessories, batteries, and care products?

You can return accessories, batteries, and care products within 14 days of receiving the goods. Please note that batteries, care products, domes, and filters can only be refunded if they are unused and unopened.

4. What payment methods are available at Mr. Hear?

At Mr. Hear, you can make payment via PayPal, credit card, or bank transfer. As a PayPal buyer, you are eligible for PayPal Buyer Protection, providing you with additional security. Additionally, PayPal offers the option to pay for your new hearing devices in installments.

5. What are the shipping costs?

For orders with a value of €100.00 or more, shipping within Germany is free. For orders with a value below €100.00, the shipping cost is €5.10 within Germany. The price for international shipping may vary depending on the country.

6. What is the current status of my order?

You will always receive the current status of your order via email. You can also find the status of your order in your customer portal.

7. Is international shipping free of charge?

International shipping is chargeable. The shipping costs vary depending on the country. The shipping costs will be displayed at the end of each order. You can also contact our support for more information.

8. What do I need to consider when making a return?

When making a return, please ensure that you return all items to Mr. Hear. Missing items or defective items will be invoiced or deducted from your refund. Consumable items such as domes, filters, and batteries that have been opened will not be refunded.