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

We regret the loss. In this case, compensation can be obtained through a new paid order for the same hearing device. In the event of a loss, a private insurance policy may provide compensation. Please check your private insurance policies for this.

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 devices?

At the beginning of the online hearing aid provision, you will receive demo hearing aids for your safety for orders within Germany. This way, we can guarantee that you will receive new and flawless final hearing devices. After your free 30-day trial period, you will automatically receive your new future hearing devices. Of course, you can also end the trial phase prematurely in your customer portal and arrange for the delivery of the new hearing devices. To do this, go to your customer account at Mr. Hear, view orders, and then click on "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 will I receive demo and final devices?

Orders within Germany will be shipped with demo devices during the trial period. Orders outside of Germany can currently only be delivered 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?

No, the 30-day trial period is sufficient. Our experience shows that many hearing aid provisions are completed within 14 days. Don't feel pressured. If something doesn't fit, always let us know.

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 devices during the 30-day trial period. What happens now?

If you order hearing devices outside of Germany, you will not receive demo devices. In case of loss, refer to point 18 of our FAQ.

9. Until when can I return the hearing devices?

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

10. When will I receive my refund upon terminating the trial period?

After receiving the demo hearing devices or reporting a loss of demo devices and their verification, it may take 5-10 business days, depending on your bank.

11. 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 want to purchase a new external speaker. Which one do I need?

In the Mr. Hear shop, under the external speaker item, you will find a configurator for external speakers. Follow the step-by-step process to find the suitable speaker for you. Our support team is also available to assist you.

4. I want to purchase new domes. Which ones do I need?

In the Mr. Hear shop, under the domes item, you will find a configurator for domes. Follow the step-by-step process to find the suitable domes for you. Our support team is also available to assist you.

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 is included in the price of a hearing device?

The price includes one hearing device, along with five online adjustments. With each ordered hearing device or pair of hearing devices, you will receive a starter kit with all the necessary accessories for a perfect start to your online hearing device fitting.

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 schedule an appointment for an online adjustment?

After successfully registering with Mr. Hear and purchasing a hearing device, you can log into your customer portal to sign up for an online adjustment and schedule an appointment. To do this, go to your Mr. Hear customer account, view appointments, and click on "Book consultation now!" You can also book an appointment over the phone with our customer support.

5. Where can I find the program for adjusting my hearing devices online?

You need to download and install the program from the following link on your PC or laptop. Alternatively, you can contact our support team, and they will assist you by sending the download link via email. You can also find the download link in your customer portal.

6. What do I need for the online adjustment?

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

7. How many online adjustment appointments do I receive after purchasing a hearing device?

You will receive five free online adjustment appointments. You can book additional appointments for a fee in your customer portal. If you have no more appointments available, go to your Mr. Hear customer account, view appointments, and click on "Purchase appointment credit."

8. Is Mr. Hear secure?

Mr. Hear provides the highest level of security for your hearing device fitting. You have 30 days of free trial wear, 6 years of Mr. Hear service, and fast, direct support. You have the power to decide what you want, and we are here to assist you with your hearing device fitting.

9. What is the process for online hearing device adjustment?

You choose your future hearing devices yourself. Our support is available to assist you in your decision-making process. Our important feature is that you independently select hearing devices without being directed towards a specific product. After placing your order at https://www.mr-hear.com/de/account/login, you register with Mr. Hear. Here, you will be asked a few questions about your ears for a perfect fitting. Demo hearing devices will then be sent to you. Once they have arrived, you can book an online adjustment appointment with Mr. Hear at a time that suits you. We are very flexible. Until the first appointment, you can familiarize yourself with your hearing devices. And don't worry, for your safety, the hearing devices will remain deactivated by Mr. Hear until the first adjustment appointment with one of our staff members. During the first online adjustment appointment, everything will be explained to you. A hearing test will be conducted, and the hearing devices will be programmed perfectly to match your hearing preferences. All of this can be done conveniently from the comfort of your own home. Now you can try the demo hearing devices in your everyday listening environment. The 30-day trial period provides you with enough time to make a confident decision. Our experience shows that one or two additional appointments may be necessary for further fine-tuning. Once you have made your decision on the hearing devices, we will send you your final devices.

10. What does an online adjustment cost?

After purchasing a hearing device or a pair of devices, you have access to five free online adjustments. Additional online adjustments can be purchased for a fee. These can be acquired individually or in packages of 3 or 5. They are conveniently available in the Mr. Hear shop after purchasing a hearing device. Pricing is as follows: 1 session = 49.00 EUR, 3 sessions = 119.00 EUR, 5 sessions = 189.00 EUR. Each online appointment is scheduled for 45 minutes.

11. What are the benefits of an online hearing device adjustment?

Flexibility and convenience: You can quickly and flexibly schedule an appointment. Our support is available around the clock via email or our call-back service. We will get back to you during our office hours.

12. Is Mr. Hear also available as a local hearing care professional?

No, Mr. Hear is a purely online hearing care professional and excels in this area. There is no need for a local facility. All service offerings are perfectly tailored and developed for the online environment.

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 €50.00 or more, shipping within Germany is free. For orders with a value below €50.00, the shipping cost is €4.90 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.