Shipping policy

Last updated: 30 June 2026

Thank you for choosing the ELEHEAR Spark E1 personal sound amplifier. We are committed to high-quality products and dependable after-sales service. Please read this policy carefully before making a claim or return. This policy is in addition to, and does not affect, your statutory rights under UK consumer law.

Shipping

Orders are usually dispatched within 1 business day, with delivery expected in 2 to 3 business days.

1. Warranty Policy

1.1 Coverage & Duration

ELEHEAR provides a one (1) year limited warranty for the ELEHEAR Spark E1 purchased through authorised channels. The warranty starts from the date of delivery and lasts 12 months. This limited warranty is in addition to your statutory rights and does not replace them.

Product	Standard Warranty	Notes
ELEHEAR Spark E1	12 months	Standard limited warranty.

1.2 What Is Covered

Manufacturing, material, or workmanship defects under normal intended use:

Device cannot power on or function normally
Abnormal audio output
Battery cannot charge or has a significant performance issue not caused by normal battery ageing or misuse
Software malfunction (e.g., cannot connect to the app; firmware update failure)

1.3 What Is Not Covered

Accidental or human damage: drops, liquid ingress, unauthorised disassembly / modification / misuse
Compatibility issues from unsuitable third-party accessories
Force majeure: natural disasters or government actions
Normal wear and tear: capacity loss, ear-tip ageing, cosmetic wear
Purchases from unauthorised channels
Accessory / component damage (cables, ear tips, etc.)
Loss or theft

Nothing in this section limits your statutory rights in respect of faulty goods.

2. Warranty Claim Process

2.1 Submission

Order number or proof of purchase
Product serial number (if any)
Issue description + photos/video
Contact info & return address

2.2 Review & Processing

We will review your claim within 5 business days and contact you with the next steps.

2.3 Resolution

Refurbished replacement (if in stock)
Repair within 30 working days if no stock
Otherwise a new replacement
If irreparable: proportional refund (original price × remaining warranty days ÷ 365)

Replacement warranty: continues remaining original term or extends to 45 days minimum (whichever longer). Ends upon full refund.

2.4 Transportation Costs

Within Trial Period (45 days, Official Site) & Quality Issue: ELEHEAR pays round-trip (origin country only)
After Trial / Quality Issue: ELEHEAR pays shipping
Customer also pays for non-defective returns, cross-border claims, unsolicited returns, personal item returns, items deemed functional, or unauthorized procedures

3. Warranty Limitations

3.1 Territory

Coverage applies to products purchased for use in the United Kingdom.

3.2 Time Limits

Complete claim within 45 days of opening it
Returned item must match original defective unit

3.3 Additional Non-Coverage

No valid proof of purchase
Lost / stolen after purchase
Expired warranty period
Non-quality issues after 45 days
Free / promotional trial products
Unauthorized repair or uncertified parts
External damage (impact, fire, crushing, etc.)
Improper use (water, extreme temperatures, misuse)
Purchases from unauthorised sellers or channels

3.4 Disclaimer

Data loss
Personal items mistakenly returned
Transit loss/damage on non-quality returns arranged by customer

4. Return & Refund Policy (45-Day Money-Back)

4.1 Conditions

Undamaged products refundable within 45 days—no reason
Bulk orders (>10 units) may be excluded—contact support
Return all original items (cases, cable, accessories, gifts, manuals)
Product & packaging kept clean and undamaged
Use ELEHEAR return label & correct address
Non-conforming returns can be rejected

4.2 Process

Email support.uk@elehear.com with order number & purchase email
Troubleshooting steps may be recorded
Please ship the return within 7 days after receiving return approval and the return instructions
Refunds are usually issued within 5–7 business days after inspection. In any case, refunds will be processed within the timeframe required by applicable UK consumer law

5. Promotional Activity Terms

5.1 Promotional Bundles

For products purchased as part of a promotional bundle or discounted package, any refund will be calculated based on the actual amount paid. If a bundle is partially returned, the refund will be adjusted by deducting the standard retail price of the items you choose to retain.

5.2 Non-Returnable Items

Standalone accessories (charging cases, ear tips, etc.) are non-returnable and non-refundable.

6. Trial Period & No-Abuse

6.1 45-Day Trial

Applies to purchases on uk.elehear.com (partner terms may differ); each model may only be refunded once; all bundled accessories / freebies must be returned for a full refund.

6.2 No-Abuse

Serial trial returns or fraudulent usage may trigger legal action.

7. Return Shipping & Refund Timing

Quality (within trial): ELEHEAR pays round-trip
Quality Issue: ELEHEAR pays
Refund Timing: 5–7 business days post inspection

8. Authorised Dealers & Channels

Region	Official Seller	Channel
UK	uk.elehear.com	Online

Always verify a seller's legitimacy before purchase; warranty claims for purchases from authorised UK retailers are handled by ELEHEAR.

9. Unauthorised Channel Restrictions

No free warranty for purchases from unauthorised channels
For purchases not from an official store, contact the original retailer for refunds (your statutory rights against that retailer are unaffected)
Purchases from unofficial third-party sellers may be subject to paid service
Verify via support.uk@elehear.com

10. Replacement Cost Guide

Item	Indicative Cost (GBP, incl. VAT)
Single-sided Receiver Replacement Kit	£63.63
Dual-sided Receiver Replacement Kit	£118.17
Left earpiece / personal sound amplifier (L)	£149.50
Right earpiece / personal sound amplifier (R)	£149.50
Pair (L+R)	£299.00
Charging case	£71.81

Indicative only — region, tax or stock may affect price.

11. Other Important Notes

11.1 Proof of Purchase

Online order number / invoice; authorised dealer receipt (date, description, price); additional transfer / address confirmation if requested.

11.2 Contact

Email: support.uk@elehear.com
Phone: +44 808 169 2419
Hours: 9am–6pm (GMT / BST)
Website: uk.elehear.com

11.3 Returns and Exchanges

For the return/exchange shipping address and detailed instructions, please contact our customer service team using the details above.

12. Effective Date & Dispute Resolution

This policy takes effect on publication; ELEHEAR may amend it and publish updates via official channels
Governing law: England & Wales. Disputes: the parties will first seek to resolve disputes through amicable negotiation, then submit them to the competent court where ELEHEAR is located
Nothing in this policy affects your statutory rights as a consumer