Customer Policy

Effective Date : April 23. 2026

Last Updated : April 23. 2026

1. Introduction

Welcome to Nelpo Hearing Aids (“we,” “us,” or “our”). This Customer Policy governs your use of our website (neplo-hearing.myshopify.com) and the purchase of our hearing aid products, accessories, and related services. By accessing our site, creating an account, or placing an order, you agree to be bound by this policy, our Privacy Policy, Terms of Service, and all applicable laws. This policy applies to all customers and users.

2. Eligibility & Use

You must be at least 18 years old (or the age of majority in your jurisdiction) to make a purchase.
Our OTC hearing aids are personal sound amplification products for adults with mild to moderate hearing difficulties. They are not medical devices and are not intended to diagnose, treat, cure, or prevent any hearing loss or medical condition.
We are not licensed medical professionals. Our product information is for general reference only and does not constitute medical advice. Consult a qualified audiologist or physician for persistent ear or hearing issues.
Products are for personal, non-commercial use only. Resale is prohibited without prior written consent.

3. Order & Payment

Order Acceptance: Your order is an offer. We reserve the right to accept or decline orders (e.g., stock errors, pricing mistakes, fraud). A contract forms when we ship your order.
Pricing & Taxes: All prices are in [RMB/US Dollar] and may exclude taxes, duties, and shipping fees, which are your responsibility.
Payment: We accept [Credit Cards, PayPal, Apple Pay, etc.] via Shopify’s secure payment system. We do not store full card details.
Accuracy: You are responsible for providing correct shipping and billing information. We are not liable for delays due to incorrect details.

4. Shipping & Delivery

Processing Time: Orders are processed within 1–3 business days (excluding weekends/holidays).
Delivery Time: Domestic: 1–3 business days; International: 10–15 business days (estimates only).
Risk & Title: Risk of loss transfers to you upon delivery to the carrier.
International Shipments: You are responsible for all customs duties, taxes, and import fees.

5. Returns, Refunds & Trials

30-Day Satisfaction Guarantee: You may return eligible products within 30 calendar days of delivery for a full refund (less original shipping) or exchange.
Eligibility:
- Items must be like-new, unused or gently used, in original packaging with all accessories/manuals.
- Non-returnable: Ear tips/domes, opened batteries, personalized/custom items (unless defective).
Process: Contact support at service@snmtek.com
to request a Return Merchandise Authorization (RMA).
Statutory Rights: This guarantee does not reduce your statutory rights (e.g., EU 14-day withdrawal).

6. Warranty

Warranty Period: 12 months from delivery against defects in materials and workmanship.
Covers: Internal electronic failures, manufacturing defects.
Does Not Cover: Accidental damage, misuse, water damage, battery wear, ear tips.
Claim: Contact support with order number and defect details.

7. Product Disclaimer

IMPORTANT:

Hearing aids will not restore normal hearing.
Results vary by individual hearing condition and environment.
Do not use if you have ear pain, infection, perforated eardrum, sudden hearing loss, or dizziness without medical clearance.
NOT A SUBSTITUTE for professional medical evaluation.

8. Intellectual Property

All content (text, images, logos, designs) is our exclusive property or licensed to us. Unauthorized reproduction or use is strictly prohibited.

9. Limitation of Liability

To the fullest extent permitted by law, we shall not be liable for any indirect, incidental, or consequential damages arising from the use or inability to use our products. Our total liability is limited to the product purchase price.