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Frequently Asked Questions
About Elehear
ELEHEAR is an audio-technology brand focused on making everyday listening technology simple, comfortable and accessible.
Our products combine modern sound-processing technology, app-based personalisation and Bluetooth connectivity in practical designs for everyday use.
ELEHEAR Spark E1 is offered in the UK as a personal sound amplifier.
It is designed to amplify environmental sounds and support general listening in everyday situations. It is not a medical device and is not intended to diagnose, treat or compensate for hearing loss.
Spark E1 is designed for adults who want a modern, discreet, earbud-style personal sound amplifier for everyday listening.
It may be particularly suitable for people who prefer:
- A lightweight and familiar earbud-style design
- A secure fit for everyday movement
- Simple, personalised app control
- Bluetooth calls and media streaming
- A compact rechargeable device for daily use
Spark E1 can be used in everyday situations such as conversations, meetings, commuting, social gatherings, walks and time at home.
If you notice a sudden change in your hearing, pain, discomfort or persistent ringing, speak with a GP or qualified hearing-care professional.
Product classifications and marketing requirements differ between countries.
In the UK, Spark E1 is offered as a personal sound amplifier and is marketed according to the requirements that apply to this product category. It is not marketed as a hearing aid or medical device in the UK.
The different positioning relates to the regulatory framework and intended-use language used in each market.
ELEHEAR Delight is the product name used in the United States, while ELEHEAR Spark E1 is the name used for the UK market.
The products share the same core hardware, sound-processing technology, app experience, earbud-style design and overall build quality.
The main differences are the product name, positioning and terminology used in each market. For UK-specific product information, policies, features and intended use, refer to the ELEHEAR UK website and Spark E1 product page.
No. The UK positioning does not mean customers receive an inferior or reduced version of the product.
Spark E1 includes core features such as:
- Environmental sound amplification
- Personalised app control
- Bluetooth calls and media streaming
- Real-time AI translation
- Rechargeable devices and charging case
- Secure earbud-style fit
- IP67 everyday moisture and dust resistance
The difference relates to how the product is named and positioned in the UK, rather than a reduced feature set.
Reviews of ELEHEAR Delight can provide useful insight into areas such as:
- Comfort and fit
- Sound quality
- Battery performance
- Bluetooth streaming
- App functionality
- Everyday ease of use
However, terminology, intended-use statements, policies, availability and marketing claims may differ between the United States and the UK.
For the most accurate information about Spark E1, refer to the UK product page and UK customer-support information.
The ELEHEAR app allows you to personalise and manage your Spark E1 experience from a compatible smartphone.
With the app, you can:
- Switch between listening and streaming modes
- Adjust volume and tone
- Select preset sound settings
- Manage background-noise settings
- Check device battery levels
- Access firmware updates
- Use real-time AI translation
- Play Serene natural white-noise sounds
App features may vary depending on the ELEHEAR app and firmware version being used.
Yes. Spark E1 supports Bluetooth streaming from compatible Apple and Android smartphones.
You can use it to listen to:
- Phone calls
- Music
- Videos
- Podcasts
- Other smartphone audio
Bluetooth streaming uses more battery power than standard listening, so battery life will be shorter when calls or media are used frequently.
Spark E1 is designed to work with compatible Apple and Android smartphones.
Customers can contact ELEHEAR Customer Support before ordering if they would like help checking the compatibility of their smartphone.
Email: Support.uk@elehear.com
A compatible smartphone and the ELEHEAR app are required for the initial Spark E1 set-up.
The app is also required to access personalisation settings, firmware updates, AI translation, battery information and other connected features.
After the initial set-up, Spark E1 can continue to provide basic environmental sound amplification without remaining continuously connected to a smartphone.
A standard Spark E1 package includes:
- One pair of Spark E1 devices
- Portable charging case
- Ear tips in multiple sizes
- Ear wings in multiple sizes
- Cleaning tool
- USB charging cable
- User documentation
Package contents may be updated from time to time. Check the Spark E1 product page for the current contents before ordering.
ELEHEAR products are manufactured in China under ELEHEAR’s product-development and quality-control processes.
Spark E1 can be purchased through the official ELEHEAR UK website:
Purchasing through the official UK website ensures that you receive the correct UK product information, customer support and applicable warranty coverage.
ELEHEAR currently operates online in the UK through the official ELEHEAR UK website.
Spark E1 is not currently available through a physical ELEHEAR shop.
Customer reviews may be available on:
- The ELEHEAR UK reviews page
- The Spark E1 product page
- ELEHEAR’s official social-media channels
- Authorised retail or marketplace listings, where applicable
Reviews describe individual customer experiences. Results, preferences and experiences may vary between users.
You can contact the ELEHEAR UK Customer Support team through:
- Email: Support.uk@elehear.com
- Telephone: +44 808 169 2419
- Contact page: https://uk.elehear.com/pages/contact
- Support hours: Monday to Friday, from 9am–6pm BST
When contacting us about an order or product issue, include your order number and a short description of how we can help.
For technical issues, it is also helpful to include your smartphone model and details of any troubleshooting steps you have already completed.
Order & Payments
The advertised Spark E1 price is for one pair of devices.
The package also includes the charging case, ear tips, ear wings, charging cable, cleaning tool and product documentation.
Check the product page for the current package contents before placing your order.
Spark E1 is normally sold as a pair.
Individual left or right replacement devices may be purchased separately through ELEHEAR Customer Support, subject to availability.
Contact Support.uk@elehear.com with your original order number and confirm whether you require a left or right replacement device.
We accept the following payment methods:
- Visa
- Mastercard
- American Expres
- Discover
- Apple Pay
- Google Pay
- PayPal
- Klarna
Payment-method availability may depend on the customer’s device, browser and eligibility.
The payment methods currently available for your order will be displayed at checkout.
Yes. Debit cards issued by supported Visa or Mastercard providers can be used at checkout.
Your card must be enabled for online purchases, and the billing information entered at checkout must match the details held by your bank.
Yes. Eligible customers can use Klarna to divide the cost of their purchase into instalments.
Klarna availability and approval are subject to Klarna’s eligibility checks and terms.
Payment dates, late-payment conditions and other instalment details will be shown before the customer completes the purchase.
ELEHEAR does not control approval decisions made by Klarna.
ELEHEAR does not process NHS payments or medical-insurance claims for Spark E1.
Spark E1 is sold in the UK as a personal sound amplifier and not as a medical device.
Customers who have questions about private benefits, workplace schemes or reimbursement should contact the relevant provider before ordering.
Yes. Prices on the ELEHEAR UK website are displayed and processed in pounds sterling.
Customers will be charged in GBP.
A card provider may apply its own fees if the payment account is held in another currency.
Yes. Prices displayed on the ELEHEAR UK website include applicable UK VAT.
Any delivery costs or other applicable charges will be shown before the customer completes checkout.
No. UK orders are shipped Delivery Duty Paid.
Applicable customs charges, import duties and taxes are handled by ELEHEAR. Customers should not be asked to pay additional customs or import charges when the parcel is delivered.
No. Customers can complete their purchase using guest checkout.
Creating an account is optional, but it may make it easier to review order information and manage future purchases.
Payment is normally authorised or charged when you complete checkout and the order is confirmed.
Klarna payments follow the payment schedule shown by Klarna during checkout.
A payment may be declined for several reasons. Check that:
- Your card number and expiry date are correct
- The security code has been entered correctly
- Your billing address matches your bank’s records
- Your account has sufficient available funds
- Your card is enabled for online transactions
- Your bank has not blocked the payment for security reasons
- Any required bank-verification step has been completed
You can also try another available payment method.
If the problem continues, contact your bank or payment provider first. If they confirm there is no problem with your account, contact Support.uk@elehear.com
Check that:
- The code has been entered exactly as provided
- The promotion is still active
- Your order meets the minimum-spend or product requirements
- The code is valid for the UK store
- The code has not already been used
- The code can be combined with other promotions
Some discount codes cannot be combined with launch pricing, bundles or other offers.
Contact Support.uk@elehear.com if you believe a valid code has not been applied correctly.
After completing checkout, you will receive an order-confirmation email at the email address provided during checkout.
Check your spam or junk folder if the confirmation email does not arrive.
If you still cannot find it, contact Support.uk@elehear.com and provide:
- Your full name
- The email address used at checkout
- The approximate time the order was placed
- The amount paid
Do not send complete payment-card details by email.
Contact Support.uk@elehear.com as soon as possible if you need to change:
- The delivery address
- The customer name
- The telephone number
- The product quantity
- Another order detail
We will try to make the requested change, but changes cannot be guaranteed after an order has entered processing or has been dispatched.
Contact Support.uk@elehear.com as soon as possible.
If the order has not entered fulfilment, we may be able to cancel it before dispatch.
If the order has already been dispatched, you may need to receive the parcel and follow the applicable return process.
Your statutory cancellation rights are not affected.
Yes.
You will automatically receive an order-confirmation email after completing your purchase.
To request an invoice, contact Support.uk@elehear.com and provide your order number and the billing details that should appear on the invoice.
Spark E1 includes a 45-day risk-free trial with free returns, subject to the conditions of the ELEHEAR UK Return Policy.
This gives you time to try Spark E1 as part of your everyday routine and decide whether it is right for you.
Returned products should include:
- Both Spark E1 devices
- Charging case
- Ear tips and ear wings
- Charging cable
- Cleaning tool
- Documentation
- Other original product contents
The 45-day trial is provided in addition to your statutory consumer rights.
Contact elehear.uk@support.com before sending your product back.
Include:
- Your order number
- The reason for the return
- A description of any product issue
- Photographs or video if requested by the support team
- Confirmation that the original product contents are available
Customer Support will review your request and provide the return instructions and approved return address.
Do not send the product to an address that has not been provided or approved by ELEHEAR Customer Support.
Yes. Spark E1’s 45-day trial includes free returns, subject to the conditions of the ELEHEAR UK Return Policy.
ELEHEAR will provide a prepaid UK return label for eligible returns.
Unauthorised returns or returns sent using an unapproved delivery service may not qualify for reimbursement of postage costs.
The 45-day trial begins on the date your Spark E1 order is delivered.
Refunds are issued after the returned product reaches the designated returns location and has been inspected.
Approved refunds are normally processed within 5–7 working days after inspection.
Your bank or payment provider may require additional time to display the refund in your account.
Yes. Approved refunds include the original delivery cost paid with the order.
The refund will be processed after the returned product has been received and inspected.
Spark E1 includes a 12-month limited manufacturer’s warranty.
The warranty covers confirmed defects in materials, workmanship or product quality affecting the Spark E1 devices or charging case under normal use.
Accessories and consumable items are not normally included.
If a covered fault is confirmed during the warranty period, ELEHEAR will provide repair or replacement support according to the Warranty Policy.
The warranty does not normally cover:
- Accidental damage
- Loss or theft
- Misuse or improper care
- Unauthorised repairs or modifications
- Damage caused by excessive water exposure
- Normal wear and tear
- Damage caused by incompatible third-party accessories
This warranty is provided in addition to your statutory rights under the Consumer Rights Act 2015. Nothing in the warranty limits or replaces those rights.
First, follow the relevant troubleshooting instructions in the user manual or Maintenance FAQ.
If the issue continues, contact Support.uk@elehear.com and provide:
- Your order number
- A description of the issue
- Whether the issue affects the left device, right device or both
- The troubleshooting steps already completed
- Your phone model and software version, if the issue involves the app
- Photographs, screenshots or video where relevant
Customer Support may ask you to complete additional troubleshooting before arranging a return, repair or replacement.
Shipping & Delivery
ELEHEAR delivers throughout the United Kingdom, including:
- England
- Scotland
- Wales
- Northern Ireland
Delivery times may be slightly longer for remote locations, the Scottish Highlands and UK islands.
The ELEHEAR UK website currently accepts orders for supported UK delivery addresses only.
Customers in other countries should use the ELEHEAR website or authorised sales channel for their region.
UK orders are dispatched from ELEHEAR’s UK warehouse.
Orders are normally dispatched within two working days after the order is received.
Estimated delivery is usually 5–7 working days after dispatch.
Delivery times are estimates and may be affected by:
- Weekends
- UK public holidays
- Courier delays
- Remote delivery locations
- Severe weather
- Circumstances outside ELEHEAR’s control
Tracking information will be provided when the order has been dispatched.
Working days normally mean Monday to Friday, excluding UK public holidays.
Orders placed during a weekend or public holiday will normally begin processing on the next working day.
Standard delivery is free for Spark E1 orders to UK addresses.
Express delivery may be available on request.
Contact Support.uk@elehear.com before ordering to ask about available express-delivery options, estimated delivery times and any applicable charges.
Express delivery does not necessarily reduce the order-processing time.
When your order has been dispatched, you will receive an email containing your tracking link.
Click the tracking link in the email to view the latest information from the courier.
Tracking information may take some time to update after the parcel has been collected.
Tracking information may take up to 24 hours to update after the parcel has been dispatched.
Tracking can also pause temporarily:
- Between courier facilities
- During weekends or public holidays
- When the parcel is transferred to a local delivery partner
Contact Support.uk@elehear.com if there has been no tracking update for 1–2 working days.
Contact Support.uk@elehear.com immediately.
We may be able to update the address if the order has not entered fulfilment.
Once an order has been dispatched, ELEHEAR may not be able to redirect it.
Customers are responsible for checking that the delivery address is complete and accurate before placing an order.
No. A signature is not normally required when your order is delivered.
The courier may still choose to request confirmation of delivery depending on the delivery location or circumstances.
Safe-place and delivery-preference options are controlled by the courier and may become available through the courier’s tracking page.
ELEHEAR cannot guarantee that a courier will follow a safe-place request.
Customers should choose a secure delivery option wherever possible.
The courier may:
- Attempt delivery again
- Leave the parcel in an approved safe place
- Deliver it to a neighbour
- Take it to a collection point
- Ask you to rearrange delivery
Check the courier’s tracking information for the available options.
First, check the tracking link for the latest courier update.
If the parcel has passed the estimated delivery period or has not moved for an unusual amount of time, contact elehear.uk@support.com with your order number.
Customer Support will review the shipment and contact the delivery partner where necessary.
Check:
- Around the delivery address
- Any nominated safe place
- With members of your household
- With neighbours
- At reception or a mailroom
- Any photograph or delivery note provided by the courier
If the parcel still cannot be found, contact the courier and Support.uk@elehear.com as soon as possible.
Take photographs of:
- The external parcel
- The shipping label
- The internal packaging
- The damaged product or contents
Contact Support.uk@elehear.com as soon as possible and include your order number and photographs.
Keep all packaging until Customer Support confirms the next steps.
Check the full package and packaging materials carefully.
If an item is missing, contact Support.uk@elehear.com and provide:
- Your order number
- The name of the missing item
- Photographs of the received package and contents
- A photograph of the shipping label
Do not discard the packaging until the case has been reviewed.
Yes. Orders placed before or during UK public holidays may require additional processing or delivery time.
Courier networks may also operate reduced services during major holiday periods.
Maintenance
Spark E1 has an IP67 rating, making it resistant to everyday moisture, sweat and dust.
However, it is not waterproof. Do not wear Spark E1 while swimming or showering, or in situations involving heavy or direct water exposure.
For best care:
- Keep the devices as dry as possible
- Wipe away moisture after use
- Allow the devices to dry fully before charging
- Store them correctly in the charging case
- Keep the charging case away from water
Remove the devices and wipe them with a clean, soft, dry cloth.
Allow them to dry naturally and completely before placing them in the charging case.
Do not use:
- A hairdryer
- A heater
- A microwave
- Direct sunlight
- Compressed air
- Water or cleaning liquid
If the devices were submerged or exposed to a large amount of water, stop using them and contact Support.uk@elehear.com
- Hold the device with the ear wing pointing upwards.
- Gently place the ear tip into your ear canal.
- Twist the device backwards so the ear wing sits securely towards the back of your ear.
- Rock the device slightly until it feels stable and comfortable.
The fit should feel secure without creating pressure or discomfort.
Try another ear-tip or ear-wing size if the device feels loose, unstable or uncomfortable.
Start with the pre-installed size.
Try a different size if:
- The device feels loose
- The device moves during normal activity
- The device creates pressure
- You hear whistling or squealing
- Environmental sound feels blocked
- The ear wing does not sit securely
The correct fit should feel secure and comfortable without causing pain.
The left and right ears may require different sizes.
Remove the device and check that:
- The ear tip is not too large
- The device is not inserted too deeply
- The ear wing is positioned correctly
- The ear tip and ear wing are clean
- No part is cracked, damaged or incorrectly attached
Try a smaller size and gradually increase the wearing time while becoming accustomed to the device.
Stop using Spark E1 and speak with a GP or qualified hearing-care professional if you experience pain, ongoing irritation, discharge or persistent discomfort.
Spark E1 is fully rechargeable.
A full charge provides up to 13.5 hours of use in standard listening mode. The portable charging case provides up to two additional full charges.
Approximate charging times are:
- Spark E1 devices: 1.5 hours
- Charging case: 2.5 hours
When Spark E1 is used frequently for phone calls, music or other Bluetooth streaming, expected battery life is generally up to 10 hours.
Actual battery performance depends on volume, sound settings, Bluetooth use, environmental conditions, charging habits and battery age.
The rechargeable batteries inside the Spark E1 devices are sealed and are not designed to be replaced by the customer.
Do not attempt to open or repair the devices or charging case.
Contact Support.uk@elehear.com if battery performance becomes significantly shorter after normal charging and troubleshooting.
- Place each device securely in the correct charging slot.
- Check that the magnetic contacts hold the devices in place.
- Close the charging-case lid.
- Connect the case using the approved charging cable.
- Allow the devices and case to charge fully before first use.
For first-time use, check whether any protective insulation film is present on the charging contacts and remove it according to the Quick Start Guide.
Use a compatible power source and the supplied or approved charging cable.
Check the following:
- Both devices are seated correctly in the charging case
- The magnetic contacts have connected properly
- The charging case has power
- The cable is inserted fully
- The wall socket or USB power source is working
- Any protective insulation film has been removed
- The charging contacts are clean and dry
- The ear tips or ear wings are not preventing correct placement
Wipe the charging contacts with a clean, dry cotton bud or soft cloth.
Do not place liquid directly on the devices or charging case.
If the problem continues, contact Support.uk@elehear.com and state whether the issue affects the left device, right device, charging case or all components.
New devices may take approximately 20 seconds to activate after being removed from the charging case.
If there is still no sound:
- Confirm that the devices are charged.
- Return them to the charging case.
- Close the lid for several seconds.
- Remove the devices and try again.
- Check the ELEHEAR app volume.
- Remove and inspect the ear tips.
- Clean the sound outlet and microphone openings gently.
- Check for wax, oil, dust or dry-skin build-up.
- Make sure the devices are not still connected in streaming mode to another audio source.
- Update the app and device firmware if an update is available.
If the issue continues, contact Support.uk@elehear.com
Daily
- Wipe the ear tips and ear wings with a soft, dry cloth.
- Use the supplied cleaning tool to remove visible wax, oil or dry skin.
- Wipe away moisture after use.
- Check that the sound outlet and microphone openings are clear.
Weekly
- Remove the ear tips and ear wings.
- Gently brush the sound outlet and microphone openings.
- Wipe the charging contacts on the devices and charging case with a clean, soft, dry cloth.
- Reattach the ear tips and ear wings only when every part is completely dry.
Monthly
- Check the ear tips for cracks, hardening or deformation.
- Check the ear wings for looseness or damage.
- Replace damaged or worn parts.
- Inspect the charging cable and case for damage.
Do not rinse or immerse the devices or charging case in water or alcohol.
Ear tips and ear wings should be replaced when they become:
- Loose
- Cracked
- Hardened
- Deformed
- Discoloured
- Difficult to clean
- Uncomfortable
Replacement frequency can vary depending on daily use, cleaning habits, moisture and natural wear.
Contact Support.uk@elehear.com for advice about the recommended replacement schedule or to purchase compatible replacement parts.
Some environments contain many competing sounds, and it may take time to find the most comfortable settings.
Try the following:
- Open the ELEHEAR app.
- Select the preset that best matches the environment.
- Adjust the background-noise setting gradually.
- Reduce the overall volume if every sound feels too strong.
- Adjust the tone rather than using maximum volume.
- Move away from strong sound sources where possible.
- Face the person or sound you want to focus on.
- Make sure both devices fit securely.
Higher background-noise reduction may change how some sounds are perceived.
If the problem continues across several environments, contact Support.uk@elehear.com and describe the settings you have tried.
Whistling or squealing is commonly associated with fit, volume or a blocked sound outlet.
Try the following:
- Reinsert the device securely
- Try a different ear-tip size
- Make sure the ear tip creates a comfortable and stable fit
- Reduce the volume
- Adjust the tone setting
- Clean the ear tip and sound outlet
- Replace a damaged or loose ear tip
- Check that hair, clothing or a hand is not covering the device
If the sound begins suddenly and continues after cleaning and refitting, stop using the affected device and contact Support.uk@elehear.com
A sealed ear tip can make your own voice feel louder, deeper or more enclosed.
Try:
- A smaller ear-tip size
- Repositioning the device slightly
- Avoiding insertion that feels too deep
- Reducing the volume
- Adjusting lower-frequency tone settings in the app
- Allowing time to become accustomed to the sound
The device should remain secure and comfortable.
Try the following:
- Confirm that both Spark E1 devices are charged.
- Place both devices in the charging case.
- Close the lid for several seconds.
- Remove the devices and try pairing again.
- Confirm that Bluetooth is enabled on your phone.
- Keep the phone close to the devices.
- Restart the ELEHEAR app.
- Restart the phone.
- Remove any previous Spark E1 pairing from the phone’s Bluetooth settings.
- Open the ELEHEAR app and follow the pairing instructions again.
- Check for app and firmware updates.
If pairing still fails, contact Support.uk@elehear.com and provide:
- Your phone model
- Operating-system version
- ELEHEAR app version
- A screenshot of the Bluetooth page
- The step at which pairing fails
Bluetooth may disconnect when:
- The phone is too far away
- Walls or large objects block the signal
- The devices have a low battery
- Bluetooth has not been used for an extended period
- Several other Bluetooth accessories are connected
- The app or firmware requires an update
- The phone restricts the ELEHEAR app in the background
Try:
- Fully charging the devices
- Keeping the phone nearby
- Removing physical obstructions
- Temporarily disconnecting other Bluetooth devices
- Restarting the devices and phone
- Allowing the ELEHEAR app to run in the background
- Updating the app and firmware
A Bluetooth disconnection does not necessarily mean that standard listening has stopped.
- Confirm that both devices are charged.
- Place both devices in the charging case.
- Close the lid for several seconds.
- Remove both devices together.
- Check that Spark E1 is connected in the phone’s Bluetooth settings.
- Close and reopen the ELEHEAR app.
- Restart the phone if necessary.
- Remove the existing pairing and pair both devices again.
- Check for app and firmware updates.
If only one side continues to appear, contact Support.uk@elehear.com and state which side is missing.
Spark E1 can maintain an active connection with one compatible smartphone or tablet at a time.
Disconnect it from the current device before pairing it with another device
Spark E1 may connect to Bluetooth-enabled tablets, computers and some smart televisions for audio streaming.
Compatibility and available functions can vary depending on the device, operating system and supported Bluetooth audio profiles.
Some devices may support media audio but not phone calls, ELEHEAR app control or all Spark E1 features.
App-based personalisation requires a compatible Apple or Android smartphone.
Spark E1 does not support connection through a dedicated television-streaming accessory.
Update the ELEHEAR app through the Apple App Store or Google Play Store.
To complete a firmware update:
- Charge both Spark E1 devices.
- Keep the smartphone close to the devices.
- Open the ELEHEAR app.
- Follow the firmware-update instructions.
- Keep the app open until the update is complete.
- Do not place the devices in the charging case or close the app unless instructed.
Firmware-update options and requirements may vary by app version.
A factory reset will erase saved app settings. You will need to pair Spark E1 with your smartphone again and reconfigure your preferences.
To complete a factory reset:
- Place both Spark E1 devices in the charging case.
- Keep the charging-case lid open.
- Press and hold the button on the side of the charging case for 12 seconds.
- Do not release the button until the charging-case lights flash alternately and then turn off.
- Close the charging-case lid.
- Open the ELEHEAR app.
- Pair Spark E1 with your smartphone again and complete the set-up process.
Contact Support.uk@elehear.com if the factory reset does not resolve the issue.
When not in use:
- Store the devices in the charging case
- Keep the case closed
- Keep the devices and case clean and dry
- Avoid high heat and humidity
- Avoid direct sunlight
- Keep away from children and pets
- Do not store near chemicals or liquids
- Do not place heavy objects on the case
If Spark E1 will not be used for a long period, charge the devices and charging case periodically to help maintain battery performance.
Do not spray cleaning liquid directly onto the devices or charging case.
Use a soft, dry cloth for normal cleaning.
A lightly dampened cotton bud or alcohol wipe may be used carefully on the charging contacts and removable ear tips or ear wings.
Allow every part to dry completely before use or charging.
Never immerse the devices or charging case in liquid.
No.
Do not use:
- Hairdryers
- Heaters
- Ovens
- Microwaves
- Direct sunlight
- Compressed air
High heat can damage the devices, batteries and charging case.
Allow the product to dry naturally in a clean and ventilated location.
Prepare the following information:
- Your order number
- The affected side: left, right or both
- A clear description of the problem
- When the issue started
- The troubleshooting steps already attempted
- Your phone model
- Your phone’s operating-system version
- Your ELEHEAR app version
- Screenshots or a short video, where relevant
This information helps the support team understand the issue and provide the appropriate next step.
No. Do not open, modify or attempt to repair the devices or charging case.
Unauthorised repair or modification may damage the product, create a safety risk and affect warranty coverage.
Contact Support.uk@elehear.com for approved troubleshooting, repair or replacement support.
Stop using the affected device if:
- The casing is cracked
- The battery appears swollen
- The device becomes unusually hot
- The charging contacts are damaged
- Liquid has entered the device
- The device produces an unusual smell
- The charging cable or case is damaged
Disconnect the charging case from power and contact Support.uk@elehear.com
Do not continue charging or using a visibly damaged product