CAVEAT EMPTOR
This account of my experience with HearWell device is neither sponsored are written for any gain.
After 35 days of following advice from Customer Support I failed to find any improvement in my hearing. I asked after 35 days to return the aids but Customer support spent a further 49 days sending me instructions to in their words “ensure a correct fit”. I followed all their instructions, repeatedly maintaining that I did not experience any improvement in my hearing.
In the course of all this advice Customer Support said:
“Many real-world settings large rooms, church acoustics, conference tables, and long distances are environments where even strong prescription devices struggle without microphone directionality, noise-management programming, or custom tuning—features that require a clinical, NHS-style fitting. This does not indicate the product is unfit for purpose; it reflects the natural limitations of non-prescription in-ear devices.”
Eventually my case was referred to their legal Department. They refused to honour the guarantee advising me that The Better Hearing Guarantee applies when:
“the device does not improve hearing despite correct use and troubleshooting
It does not apply when the difficulties are caused by positioning, handling, or adjustment factors. In-ear aids can be very sensitive to micro-positioning inside the canal. Even a 1–2 mm difference in angle or seal can trigger whistling, reduce clarity, make amplification sound uneven, feel unnatural or distracting;
Regarding hearing improvement, it’s important to clarify that “improvement” under the Better Hearing Guarantee refers to measurable benefit when sound reaches the ear through a stable, correct fit—not continuous or universal clarity in every environment.
The Legal Department stated:
“Because my case aligns with preference and feature comparison rather than a confirmed defect or lack of improvement after full adaptation and troubleshooting, it falls outside the scope of the 45-Day Better Hearing Guarantee, which is designed to cover performance-related issues following consistent use and fit adjustment.”
I was offered and accepted reluctantly a 30% refund.
I leave it to readers to judge whether my experience measures up to statements on HearWell web site:
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