Refund policy

At ClearEar, we strive to provide high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please review our Returns and Refunds Policy below.

1. Returns

In accordance with the South African Consumer Protection Act (CPA), customers may return eligible products within 7 days of receiving their order if they change their mind, provided that:

  • The product is unused and in its original condition.
  • The product is returned in its original packaging with all accessories, manuals, and inserts included.
  • The product is not damaged due to misuse, negligence, or improper handling by the customer.

For hygiene and health reasons, ear-cleaning products that have been opened, used, or have had contact with the ear canal cannot be returned unless they are defective or damaged upon arrival.

2. Damaged, Defective, or Incorrect Products

If you receive a product that is defective, damaged, or incorrect, please contact us within 48 hours of delivery.

To process your claim, we may request:

  • Your order number.
  • A description of the issue.
  • Clear photographs or videos showing the defect, damage, or incorrect item received.

Once approved, we will arrange a replacement, repair, or refund in accordance with applicable South African consumer laws.

3. Non-Returnable Items

The following items are not eligible for return:

  • Used ear-cleaning products.
  • Products showing signs of wear, misuse, alteration, or accidental damage.
  • Products returned without original packaging where applicable.
  • Gift cards or promotional items.
  • Clearance, sale, or discounted items unless defective.

4. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed to the original payment method used for the purchase.

Please allow:

  • 3–10 business days for refund processing.
  • Additional time depending on your bank or payment provider.

Shipping fees are non-refundable unless the return is due to our error, a defective product, or an incorrect item supplied.

5. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item is defective.
  • The item arrived damaged.
  • An incorrect product was shipped.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.

6. Warranty Claims

Where applicable, products may be covered by a manufacturer's warranty. Warranty claims do not cover:

  • Normal wear and tear.
  • Accidental damage.
  • Misuse or improper use of the product.
  • Unauthorized modifications or repairs.

7. Order Cancellations

Orders may only be cancelled before they have been processed or dispatched.

Once an order has been shipped, it will be subject to this Returns & Refunds Policy.

8. Contact Us

For returns, refunds, or warranty claims, please contact us.