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A few days ago, I received a heart-wrenching email (pictured above) from one of our readers. The emailer's father had recently purchased a new hearing aid, but tragically passed away shortly after. Despite the hearing aid being under warranty, the clinic refused to accept a return, citing a strict 30-day return policy. The family, understandably upset, had paid over $4,000 for a device their father could no longer use.
As the founder of HearingTracker, and as an audiologist, I’ve had countless conversations about difficult hearing aid returns, but this one hit particularly hard. It also led me to seek input from an online audiology community that I frequent. After posing this scenario to a group of experienced audiologists, I received an overwhelming response—each with unique insights, advice, and considerations that I believe can help others navigate similar situations.
First and foremost, the audiologists I spoke with agreed on one key point: empathy is crucial. As Audiologist Caitlin Conley pointed out, “I always accept returns as long as the manufacturer will still accept them in the case of death. Gotta keep the good karma, juju, etc.” Hearing aids are significant investments, and in situations of loss, families should not be burdened with financial concerns on top of their grief.
Audiologist Alaina Becker added that while it’s reasonable for clinics to withhold a nominal fee to cover their time, they should otherwise refund the remaining cost if the manufacturer accepts the return. “It’s just the right thing to do if you have the option to refund with the manufacturer,” she shared. And indeed, many manufacturers—including Oticon—have return policies that extend beyond 30 days, especially in extenuating circumstances like the death of a patient.
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One of the most repeated pieces of advice was simple: contact the manufacturer. As one audiologist urged, “CALL OTICON, THEY WILL TAKE THE AIDS BACK.” Oticon, like many other manufacturers, has a standard 90-day return window from the invoice date, but in many cases, they are willing to make exceptions for situations involving the passing of a patient.
Several audiologists mentioned that they have had success appealing directly to manufacturers to extend return windows or offer refunds. Melissa Pola shared her experience: “I refunded a pair of Oticon hearing aids five months out because the patient passed away. Oticon made an exception, and we kept a small fee per month but refunded everything else. The widow was very thankful.”
For families dealing with this issue, reaching out to the manufacturer directly—or asking your audiologist or hearing provider to advocate on your behalf—can be a game changer.
Of course, not all clinics are willing to be flexible. Some audiologists noted that certain businesses may rigidly adhere to policies, especially if they are part of larger corporate structures. Bill Roach pointed out, “This might be an ENT office or corporate office that won't allow returns.” While some clinics may choose to stick to the letter of their policy, others see this as an opportunity to do the right thing.
Audiologist Christopher Scot Frink emphasized that hearing professionals need to show empathy. He shared a personal policy: “We routinely go through obituaries to update our database. If we notice a patient died within 90 days of our invoice date, we contact the family and refund almost all the money, keeping just $100 per device for the time we spent fitting the aid. So in this example, assuming it was a binaural set, we would refund $3,900 but keep $200 for our time, efforts, and material cost."
This story also brings to light the broader discussion about bundled versus unbundled pricing in the hearing aid industry. In a bundled model, the cost of services—like fittings and adjustments—are included in the overall price of the hearing aids. But as I reflected after receiving the email, “I feel like this situation would be a lot easier with unbundling as at least the audiologist wouldn’t lose their service fees in these situations.”
In an unbundled model, families may be more likely to receive refunds for the unused portion of the service agreement, while audiologists can retain fees for services already provided. Unbundling offers a way to balance the needs of the clinic with the empathy owed to grieving families.
When a refund is simply not possible, families may still have options. Emily Larson Earnest suggested that donating the hearing aid to a charity that can provide a tax receipt could be a viable alternative. Some charity organizations accept hearing aid donations and repurpose them for those in need, which can turn a difficult situation into a meaningful gesture. Frink actually has a charitable program, www.FrinkFoundation.org, that reconditions and repurposes old hearing aids for use by people who can't afford hearing aids, and sends a lot of them to mission programs in other countries, most recently Belize, Guatemala, and Ukraine. Numerous organizations, including Lions Club International and Sertoma, also have a long history of involvement in hearing-related charity work.
Consignment may also be an option. There are reputable services that help families sell hearing aids, allowing them to recoup some of the cost. Although this doesn’t always result in a full refund, it can provide some financial relief while ensuring the device doesn’t go unused.
The overwhelming response from the audiology community was one of compassion and understanding. While clinic policies are important, it’s crucial to consider the unique circumstances surrounding each patient, especially in situations as delicate as the passing of a loved one. As Kate Scully (another audiologist in the group) put it, “If there were ever a reason to break policy, this would be it.”
For families facing this situation, my advice is to reach out to both your hearing provider and the hearing aid manufacturer to explore your options. And for hearing professionals, this is an opportunity to show empathy and do what’s right for grieving families.
If you’re ever unsure of your options, I encourage you to contact your hearing care provider or manufacturer directly—or visit HearingTracker.com for more guidance on navigating hearing aid returns.
Dr. Bailey ist ein führender Experte für Verbrauchertechnologie in der Audiologie-Branche. Er ist ein überzeugter Befürworter der patientenzentrierten Hörkommunikation und audiologischen Best Practices und begrüßt jede technologische Innovation, die den Zugang zu qualitativ hochwertigen Hörergebnissen verbessert. Dr. Bailey hält einen Au.D. vom Vanderbilt University Medical Center.
