Terms and conditions

At Auzen, we believe hearing care should be transparent and human. These Terms outline your rights and our commitments to ensure your experience is simple, safe, and personalized.

Effective Date: October 1, 2025

Head Office: 12 East 49th Street, 33rd Floor, New York, NY 10017, USA

Logistics Center: Auzen - Grand Audition 110 John F. Kennedy Dr., Suite 116, Atlantis, FL 33462, USA

Contact: contact@auzen.com

1. Agreement Overview

By accessing or using the Auzen USA website (the “Service”), you agree to be bound by these Terms of Service and our Privacy Policy. These Terms include key provisions such as:

Binding arbitration under AAA rules in New York County
Medical disclaimer and FDA notice
Limitation of liability
Data privacy and compliance with applicable U.S. law

If you do not agree to these Terms, please discontinue use of the Service.

2. Eligibility

The Service is intended for individuals aged 18 or older. By using the Service, you represent that you are at least 18 years old and legally capable of entering into this agreement.

3. Hearing Test Requirement

To validate a hearing-aid purchase, you must provide an audiogram or hearing-test result dated within the last six (6) months. Orders without a valid test may be held until verification is received.

4. FDA Notice and Medical Waiver

By purchasing hearing aids from Auzen USA LLC, you acknowledge that:

You are 18 years of age or older; and
You have been informed that the U.S. Food and Drug Administration (FDA) recommends a medical evaluation by a licensed physician (preferably an ear specialist) before purchasing a hearing aid.

You voluntarily waive that evaluation and understand the nature and intended use of the device. This disclosure complies with 21 CFR § 801.420 and § 801.421.

5. Product Fitting and Follow-Up

Auzen provides remote fitting and adjustment services for hearing aids purchased through its platform. If you choose to have your devices adjusted or modified by an external audiologist or provider, Auzen’s remote system may no longer be technically compatible. To restore compatibility, you must:

Ship the hearing aids to Auzen’s U.S. logistics center at your expense, and
Pay a reprogramming fee of USD 100 per ear.

This service does not extend warranties or include accessories unless otherwise stated.

6. Respect & Conduct

Auzen maintains a respectful and professional environment for all customers and staff. Any abusive, harassing, or inappropriate behavior toward Auzen employees or partners may result in termination of service and account closure.

7. Orders, Payment, and Shipping

All orders are billed and shipped by Auzen. Prices are in USD. Payment must be completed at checkout. Risk of Loss: Title and risk of loss pass to the customer upon delivery of the product to the carrier (e.g., USPS, FedEx, UPS). International customers are responsible for all duties and customs fees.

8. Returns and 45-Day Satisfaction Guarantee

Auzen offers a 45-day money-back guarantee starting on the delivery date. Returned products must be in perfect condition with all accessories and packaging.

If the return results from Auzen’s error (defective or incorrect product), Auzen covers return shipping via a prepaid label.
For all other cases, including personal dissatisfaction or change of mind, return shipping costs are the customer’s responsibility.

Initial shipping fees are non-refundable.

9. Promotions and Complimentary Gifts

Promotional items or complimentary accessories must be returned with the hearing aids for a valid refund. If not returned, Auzen reserves the right to deduct their retail value from the refund amount. Only one promotion may apply per order, and promotion terms are subject to change.

10. Resale Prohibited

Products purchased from Auzen are for personal use only. Any resale, rental, or redistribution without prior written authorization is strictly prohibited and voids all warranties.

11. Reviews and Feedback

By submitting reviews, comments, or feedback, you grant Auzen a non-exclusive, royalty-free, perpetual license to use, reproduce, and display that content in any medium. Auzen reserves the right to remove or refuse content that is defamatory, false, or violates third-party rights.

12. Limitation of Liability

To the maximum extent permitted by law, Auzen USA LLC and its affiliates are not responsible for outcomes beyond proper fitting, programming, and servicing of hearing devices, including but not limited to:

natural progression of hearing loss,
user discomfort from misuse or external adjustment,
differences between perceived and expected results.

In no event shall Auzen’s total liability exceed the purchase price of the product concerned. Auzen is not liable for indirect, incidental, special, or consequential damages (including data loss, business interruption, or health outcomes), even if advised of the possibility of such damages.

13. Indemnification

You agree to defend, indemnify, and hold harmless Auzen USA LLC and its officers, employees, and partners from any claims or expenses arising from misuse of the Service, violation of these Terms, or breach of law.

14. Intellectual Property

All trademarks, content, software, images, and design elements of the Auzen website are the property of Auzen USA LLC or its licensors. You may not reproduce, modify, or distribute any material without written consent.

15. Termination of Service

Auzen may suspend or terminate any account or order at its sole discretion for violation of these Terms, fraud, or abusive conduct. Upon termination, you must cease all use of the Service.

16. Arbitration and Governing Law

These Terms are governed by the laws of the State of New York.

Arbitration Agreement (You Can Opt Out): Unless you opt out within 30 days, any dispute will be resolved through binding arbitration under AAA rules in New York County. Both parties waive the right to jury trial and class actions.

How to Opt Out: Email legal@auzen.com within 30 days of your first purchase stating "I opt out of arbitration" with your name, email, and order number. Opting out does not affect your service. Small Claims Exception: Either party may use small claims court regardless of opt-out status.

17. Limitation of Legal Actions

Any legal claim arising from these Terms must be filed within one (1) year after the cause of action occurs, or it is permanently barred.

18. Modification of Terms

Auzen may update these Terms at any time. Material changes will take effect upon publication. Continued use of the Service constitutes acceptance of the revised Terms.

19. Electronic Communications Consent

By using the Service, you agree to receive all communications, notices, and disclosures electronically via email or the website.These communications satisfy any legal requirement that such communications be in writing.

20. Severability and Entire Agreement

If any provision of these Terms is found invalid, the remaining provisions remain in effect. These Terms constitute the entire agreement between you and Auzen USA LLC regarding the use of the Service.

Effective Date: October 1, 2025