Support Policy

Support channel

Hearstead provides non-emergency customer support for product questions, orders, shipping, setup, returns, refunds, warranty routing, accessibility issues, and privacy requests.

Contact Hearstead at hello@hearstead.com or through the support/contact path shown on the site. Launch response target is 1-2 business days. This response target is not emergency support, medical support, legal support, tax support, or a guarantee that every issue can be resolved within that period.

What we can help with

• product information and source-grounded product questions;
• order status;
• shipping and tracking questions;
• address correction before fulfillment where possible;
• cancellation requests;
• return/RMA requests;
• refund review;
• damaged, defective, incorrect, or incomplete item issues;
• warranty routing and proof-of-purchase support;
• accessibility barriers;
• privacy requests.

What we cannot do

• provide emergency care;
• diagnose, prescribe, treat, or provide clinical care;
• determine whether a product is medically appropriate for you;
• replace an audiologist, physician, ENT, or licensed professional;
• provide legal, accounting, or tax advice;
• guarantee supplier, carrier, manufacturer, repair, replacement, refund, warranty, or tax outcomes;
• override written policies without approved human review.

Cathy and Product Expert

Cathy and Product Expert may help explain products, policies, setup steps, troubleshooting, navigation, and support next steps. They do not authorize refunds, approve warranty claims, make tax or legal decisions, promise supplier outcomes, or determine clinical suitability.

If Cathy or Product Expert conflicts with an approved written policy or verified order record, the approved written policy and verified order record control.

Escalation

Human review is required for refund approvals, warranty disputes, RMA authorization, cancellation after supplier submission, damaged/defective exceptions, chargeback threats, policy exceptions, clinical red flags, privacy requests, accessibility complaints, legal threats, tax disputes, supplier conflicts, and any case where policy facts are missing or unclear.