Reply from Audien HearingJan 20, 2026
Hello Stev,
We understand why this experience left you feeling that our return process did not align with what was advertised, especially after reaching out multiple times and expecting a straightforward resolution. When a refund feels delayed or unclear, it understandably creates frustration and concern.
After reviewing your account and prior communications, we can confirm that you initially contacted our team within the 45-day risk-free trial period on December 9 and were provided with information regarding the return process. We followed up on December 13 with additional guidance. After that point, we did not receive further communication until January 15, which fell outside of the original 45-day window. This gap in communication contributed to the confusion around the status of your return and refund.
Audien does stand behind its 45-day satisfaction guarantee, and our intention is never to misrepresent or deny valid returns. While our return process does require specific steps to ensure accuracy and proper handling, it is designed to protect customers, not create unnecessary obstacles. In this case, despite the lapse in timing, we want to work toward a fair resolution rather than leave the matter unresolved.
A specialized care representative has been assigned to review your situation and reach out to you directly to discuss next steps. If we are unable to reach you by phone, we will follow up by email or text to coordinate a time that works best for you. Our goal is to bring clarity to the situation and determine the most appropriate way to assist.
Thank you for bringing your concerns forward. We take feedback like this seriously, as it helps us improve both our communication and our customer experience.
Warm regards,
Specialized Care Team
Audien Hearing
