Hearing Aid FAQs | Auzen Support

1. About Auzen

What is Auzen?

Auzen is a digital audiology provider. We offer personalised online hearing care, a broad choice of hearing aids, and support from hearing professionals for UK customers.

More information: View Auzen’s official UK page.

Where is Auzen based?

Auzen is based in Switzerland and provides its online hearing-care service to customers in the UK and other European markets.

More information: View Auzen’s official UK page.

Which hearing-aid brands does Auzen offer?

In the UK, we offer hearing aids from GN Resound, Oticon, Phonak, Signia, Starkey and Widex.

More information: View Auzen’s official UK page.

Who provides my hearing care?

Your hearing care is provided by our certified audiologists and hearing specialists. They review your hearing information, make personalised recommendations and support you with adjustments and follow-up care.

More information: View Auzen’s official UK page.

Where can I read customer reviews?

You can read customer reviews on our official UK customer-reviews page, which includes text and video reviews and links to review platforms.

More information: View Auzen’s official UK page.

2. Getting started and choosing hearing aids

How do I get started with Auzen?

Start by sending us your latest audiogram. Our hearing specialists review it, ask about your hearing needs, lifestyle and budget, and provide personalised recommendations. You can then book a free meeting, choose your hearing aids online and receive them preset for your audiogram, followed by remote fitting and support.

More information: View Auzen’s official UK page.

Is the initial consultation free?

Yes. We offer a free consultation with a hearing expert. You can book a convenient time to ask questions, discuss whether Auzen is suitable for your needs and get guidance on the hearing solution that may suit you.

More information: View Auzen’s official UK page.

How does Auzen recommend hearing aids?

Our hearing specialists and certified audiologists review your audiogram and ask about your hearing background, lifestyle and budget. We use that information to recommend hearing aids suited to your individual needs.

More information: View Auzen’s official UK page.

Can I get advice before placing an order?

Yes. You can speak with our hearing experts before ordering. A telephone consultation lets you ask questions, discuss whether the Auzen solution is suitable for you and receive guidance on the option that best fits your needs.

More information: View Auzen’s official UK page.

Can anyone order hearing aids from Auzen UK?

Not everyone. To place a hearing-aid order with us, you must be over 18 and buying as a private individual rather than a business. You’ll need to create an account and send us a hearing test so we can assess the need for the devices. An order is only final after payment and our acceptance, and we may be unable to accept it where remote hearing care is medically unsuitable, for example in cases of excessive hearing loss. If you are using public or private insurance, you will also need a valid hearing-aid prescription.

More information: View Auzen’s official UK page.

Do I need a prescription to claim reimbursement in the UK?

It depends on the route. If you are claiming through public or private insurance, our terms require a valid medical prescription for hearing aids. If you do not have, or choose not to use, that cover, a prescription is not mandatory under our terms. For an employer healthcare plan, check your own benefits: we say cover may be available, but do not state its prescription requirements. NHS reimbursement is generally not available for hearing aids bought privately.

More information: View Auzen’s official UK page.

3. Hearing tests and audiograms

Is Auzen’s online hearing screening free?

Yes. Our online hearing screening is free and takes about five minutes, with results shown online immediately.

More information: View Auzen’s official UK page.

What do I need for the online hearing screening?

You need headphones, a quiet room, a computer or phone, and around five minutes. We recommend good-quality over-ear headphones for more accurate results.

More information: View Auzen’s official UK page.

Does the online screening provide an audiogram?

No. Our online screening can indicate whether hearing loss may be present, but it does not provide the detailed information of an audiogram, such as the type and degree of hearing loss.

More information: View Auzen’s official UK page.

Does an online screening replace a professional hearing assessment?

No. An online screening is a convenient initial check and does not replace a detailed audiogram or a professional assessment. For a full assessment, Auzen’s UK guidance recommends an appointment with an ENT for an audiogram and speaking with an Auzen audiologist.

More information: View Auzen’s official UK page.

Why does Auzen ask for an audiogram?

We ask for your audiogram because it gives us precise information about your hearing. Our hearing specialists and certified audiologists use it to understand your hearing loss, make personalised hearing-aid recommendations, and preset your devices appropriately.

More information: View Auzen’s official UK page.

Can I send Auzen an existing audiogram?

Yes. You can send us your latest audiogram. You can also upload a clear image of an existing audiogram in JPG or PNG format through our UK AI Audiogram Analysis page, and our hearing team can use your hearing information to guide the next step.

More information: View Auzen’s official UK page.

4. Remote hearing care

What is remote hearing care?

Remote hearing care lets our hearing professionals support you from home through online consultations, hearing-aid adjustments and follow-up. We use compatible hearing-aid technology to provide personalised care, including real-time setting adjustments.

More information: View Auzen’s official UK page.

How does Auzen’s remote-care process work?

First, send us your latest audiogram. We review your hearing information, hearing background, lifestyle and budget before recommending suitable hearing aids. After you order, we preset the devices according to your audiogram and ship them to you, then provide remote fitting and follow-up after delivery.

More information: View Auzen’s official UK page.

Are hearing aids programmed before delivery?

Yes. We preset your hearing aids according to your audiogram before shipping them to you, so they are ready for you to try when they arrive.

More information: View Auzen’s official UK page.

What happens during my first remote fitting appointment?

During your first remote fitting, your Auzen audiologist performs remote audiometry through your hearing aids and fine-tunes their settings live. This starts the gradual fitting process, with further adjustments made as you adapt.

More information: View Auzen’s official UK page.

What equipment do I need for remote fitting?

You need your hearing aids, a compatible smartphone, a tablet or computer, and an internet connection for remote fitting.

More information: View Auzen’s official UK page.

Are remote fitting sessions included?

Yes. We provide free, unlimited remote fitting sessions as part of our hearing-care support.

More information: View Auzen’s official UK page.

How many fitting sessions will I need?

There is no fixed number of sessions. Fitting is gradual, so our audiologists progressively adjust your hearing aids over successive remote sessions according to your needs and pace of adaptation. Sessions are free and unlimited.

More information: View Auzen’s official UK page.

Do I need to keep my smartphone updated?

Yes. Continued remote-adjustment support requires a smartphone that is compatible with your hearing aids and updated to the latest operating-system version. Some older compatible smartphones may no longer support the necessary updates.

More information: View Auzen’s official UK page.

Is Auzen’s remote hearing care suitable for everyone?

No. We assess remote hearing care individually: hearing-aid orders are subject to medical exclusions for remote hearing care, for example excessive hearing loss, and acceptance by our experts. A hearing test is required for a hearing-aid order, and our hearing professionals review your audiogram and ask about your hearing when making recommendations.

More information: View Auzen’s official UK page.

5. Ear measurements and Auzen Ear Scan

What is Auzen Ear Scan?

Auzen Ear Scan is our app for measuring the diameter of your ear canal and the length of your outer ear (pinna), helping us support a more accurate and comfortable hearing-aid fit.

More information: View Auzen’s official UK page.

Why does Auzen measure my ears?

We use your ear measurements to help adapt the receiver-wire length and hearing-aid dome size to you. Choosing the right dome size can support comfort, sound quality and a secure fit.

More information: View Auzen’s official UK page.

Is Auzen Ear Scan free?

Yes. Auzen Ear Scan is free to download from the App Store and Google Play.

More information: View Auzen’s official UK page.

Is an Ear Scan the same as a hearing test?

No. Auzen Ear Scan measures the physical dimensions of your ear. Our online hearing screening checks for signs of hearing loss, while an audiogram measures the type and degree of hearing loss; these serve different purposes.

More information: View Auzen’s official UK page.

6. Hearing-aid styles and designs

What is a RIC hearing aid?

A RIC (receiver-in-canal) hearing aid is worn behind the ear, with the speaker or receiver positioned inside the ear canal and connected to the main unit by a thin wire. At Auzen, we can help you assess whether this style suits your hearing needs and preferences.

More information: View Auzen’s official UK page.

What is a BTE hearing aid?

A BTE (behind-the-ear) hearing aid has its main electronic components in a unit behind the ear. Sound travels from that unit through a tube to an earmould or a dome worn in the ear.

More information: View Auzen’s official UK page.

What is an ITE hearing aid?

An ITE (in-the-ear) hearing aid contains its components in a single device that sits in the outer bowl of the ear, rather than inside the ear canal. ITE devices are commonly custom-made for the shape of the wearer’s ear.

More information: View Auzen’s official UK page.

What is an ITC hearing aid?

An ITC (in-the-canal) hearing aid sits within the ear canal and is moulded to fit the ear. Only a small part of the device is visible in the outer ear, making it a discreet style.

More information: View Auzen’s official UK page.

What is a CIC hearing aid?

A CIC (completely-in-canal) hearing aid sits completely inside the ear canal and is designed to be very discreet. Auzen’s UK guide notes that CIC devices are typically made from an impression of the ear canal for a custom fit.

More information: View Auzen’s official UK page.

How do I choose a hearing-aid style?

The right style depends on your hearing information, lifestyle and personal preferences. Styles differ in where they sit, how discreet they are, how easy they are to handle and how much cleaning they need. We recommend discussing your options with an Auzen hearing-care professional after a thorough hearing evaluation.

More information: View Auzen’s official UK page.

7. Technology levels and pricing

Why do hearing-aid prices differ?

At Auzen, hearing-aid prices mainly reflect the technology level and features of the device. We group our UK selection by technology, lifestyle and budget, while our online care model helps reduce the costs associated with physical clinics.

More information: View Auzen’s official UK page.

Which technology lines does Auzen offer?

We organise our UK hearing-aid selection into four technology lines: Essential, Comfort, Advantage and Excellence.

More information: View Auzen’s official UK page.

What is the Essential line?

The Essential line is our entry-level technology range, designed for quieter everyday settings such as being at home. It offers a simpler level of sound customisation for customers with a more sedentary lifestyle.

More information: View Auzen’s official UK page.

What is the Comfort line?

The Comfort line is designed for everyday hearing comfort at home, while watching television and in smaller social groups. It suits customers who generally prefer quieter, more intimate settings.

More information: View Auzen’s official UK page.

What is the Advantage line?

The Advantage line is designed for more active listening, including larger group conversations and outings in noisier places such as restaurants, cinemas and shopping environments. It provides a more advanced level of sound customisation than the Essential and Comfort lines.

More information: View Auzen’s official UK page.

What is the Excellence line?

The Excellence line is our highest technology level, intended for more demanding listening situations and active lifestyles. It is designed for settings such as work meetings, larger gatherings, video calls, theatre, concerts, sports and outings, with the greatest level of sound customisation in Auzen’s four-line structure.

More information: View Auzen’s official UK page.

Can Auzen help me choose a technology level?

Yes. Our hearing experts can provide personalised recommendations based on your hearing needs, lifestyle and budget, helping you decide which hearing solution is most suitable for you.

More information: View Auzen’s official UK page.

Which currency is used on the UK website?

Prices on our UK website are displayed in pounds sterling (GBP).

More information: View Auzen’s official UK page.

8. Payment and ordering

Which payment methods are available?

Our UK terms list Stripe, Klarna, Alma, Splitit, Apple Pay and Cofidis as payment gateways and partners. Availability depends on the country, so the options available for an individual order may vary.

More information: View Auzen’s official UK page.

Can I pay in instalments?

Yes. We offer Splitit, which lets you spread your payment over up to 12 instalments with no additional fees.

More information: View Auzen’s official UK page.

Are Auzen UK instalments interest-free?

For the Splitit instalment plan described on our UK site, Splitit does not charge interest. We offer up to 12 instalments through Splitit. This applies specifically to Splitit; please select your payment method at checkout.

More information: View Auzen’s official UK page.

When is my order confirmed?

Your order becomes final once payment has been made and we have accepted it. Subject to availability and acceptance by our experts, we will confirm the order by email; when your package leaves our laboratory, we will send a shipment confirmation with UPS tracking.

More information: View Auzen’s official UK page.

Can I request a quote before buying?

Yes. Before you select “Confirm and pay”, our online ordering process shows an estimate for your selected products and services. If you would like guidance first, you can book a telephone consultation with our hearing experts.

More information: View Auzen’s official UK page.

9. Delivery

Where are hearing aids shipped from?

For UK orders, we prepare and ship hearing aids from Auzen – LABO PRO AUDIO in France.

More information: View Auzen’s official UK page.

How long does delivery in the UK take?

For UK orders, once we have received payment and the hearing information needed to prepare your hearing aids, dispatch takes about 10 business days. Delivery should then take place within about 3 days after shipping.

More information: View Auzen’s official UK page.

Is delivery free in the UK?

We offer cost-free shipping on eligible UK orders. Please check our Returns and delivery page for the current eligibility condition.

More information: View Auzen’s official UK page.

Will I receive tracking information?

Yes. When your parcel leaves our laboratory, we will email your shipment confirmation and the UPS tracking number so you can follow its delivery.

More information: View Auzen’s official UK page.

Can I choose a different delivery address?

You can choose the delivery address when placing your order. Please make sure it is complete and valid: if a parcel is returned because it was unclaimed or the address was incomplete or invalid, you may be responsible for the cost of sending it to the new address.

More information: View Auzen’s official UK page.

10. The 30-day trial, returns and exchanges

Timing note: Our 30-day “Satisfaction or your money back” guarantee starts on the delivery date of your hearing aids.

Do hearing aids include a trial period?

Yes. All our hearing aids include our 30-day ‘Satisfaction or your money back’ guarantee. The 30 days start from the delivery date of your hearing aids.

More information: View Auzen’s official UK page.

When does the 30-day period begin?

The 30-day period starts from the delivery date of your hearing aids.

More information: View Auzen’s official UK page.

Can I request a return or exchange during the trial?

Yes. During the 30-day period, which starts from the delivery date of your hearing aids, you can request a return for a refund or an exchange. Please send us a written return request before any exchange or refund is processed.

More information: View Auzen’s official UK page.

How do I request a refund?

To use our 30-day money-back guarantee, which starts from the delivery date of your hearing aids, please email us a written return request at contact@auzen.com before returning your devices. State whether you want a refund or exchange and include your complete order reference with the return.

More information: View Auzen’s official UK page.

Can I send hearing aids back without contacting Auzen?

No. For a return under our 30-day money-back guarantee, which starts from the delivery date of your hearing aids, please contact our Customer Service first. If we agree to the return, we will provide a return voucher; you can also obtain a Return tracking number through Customer Service.

More information: View Auzen’s official UK page.

What must I include with an authorised return?

For a return under our 30-day money-back guarantee, which starts from the delivery date of your hearing aids, send the devices in a tracked parcel, properly protected and in their original packaging. Include all accessories, instructions and documentation, your invoice, the Return tracking number, your complete order reference, and a written note saying whether you want an exchange or refund.

More information: View Auzen’s official UK page.

Can incomplete or damaged returns affect my refund?

Yes. Under our 30-day money-back guarantee, which starts from the delivery date of your hearing aids, we may not apply the guarantee if the equipment is returned incomplete or damaged. Devices should also not show prolonged use beyond the time needed for testing.

More information: View Auzen’s official UK page.

Are refunds issued before the devices are returned?

No. For our 30-day money-back guarantee, which starts from the delivery date of your hearing aids, we issue the refund after confirming that the equipment has been returned in line with the return procedure. The refund is made to the bank account or card used for payment within 14 days of the request.

More information: View Auzen’s official UK page.

11. Manufacturer warranty and repairs

How long is the manufacturer’s warranty on hearing aids?

All hearing aids purchased through our website come with a four-year manufacturer’s warranty.

More information: View Auzen’s official UK page.

How long is the warranty on hearing-aid accessories?

Hearing-aid accessories are covered by a two-year warranty.

More information: View Auzen’s official UK page.

What does the manufacturer’s warranty cover?

If a defect or manufacturing fault is found during the applicable warranty period, we will repair or exchange the product.

More information: View Auzen’s official UK page.

What is excluded from the contractual warranty?

The contractual warranty does not cover consumable replacements, accessory-related failures such as power cables, abnormal or improper use, unauthorised repair work, misuse, or external causes.

More information: View Auzen’s official UK page.

Do I need to keep my invoice?

Yes. Please keep your purchase invoice, as it is required to benefit from the contractual warranty.

More information: View Auzen’s official UK page.

What should I do if my hearing aid needs repair?

Please contact us first. If we agree to a return, we will provide a return voucher to arrange collection; where a covered defect or manufacturing fault is found, we will repair or exchange the product.

More information: View Auzen’s official UK page.

12. Auzen Care

Timing note: Where a 30-day deadline relates to Auzen Care, it starts on the purchase date of your hearing aids. This is separate from the money-back guarantee, which starts on delivery.

What is Auzen Care?

Auzen Care is our optional additional warranty for hearing aids bought from us. It provides protection for malfunction, accidental damage, theft and loss.

More information: View Auzen’s official UK page.

How much does Auzen Care cost in the UK?

For UK customers, Auzen Care is offered per hearing aid. Please speak with our hearing specialists for current UK pricing.

More information: View Auzen’s official UK page.

When does Auzen Care start and how long does it last?

Auzen Care starts on the purchase date of your hearing aids and provides cover for four years from that date. You can add Auzen Care within 30 days of purchasing your hearing aids; this 30-day period also starts on the purchase date, not the delivery date.

More information: View Auzen’s official UK page.

Can I add Auzen Care after purchase?

Yes. You can add Auzen Care within 30 days of the purchase date of your hearing aids; the 30 days start from the purchase date of the hearing aids.

More information: View Auzen’s official UK page.

Which hearing aids does Auzen Care cover?

Auzen Care applies only to the hearing aid or hearing aids identified by the serial numbers on your purchase invoice. If you buy two hearing aids, cover must be taken for both together.

More information: View Auzen’s official UK page.

Does Auzen Care cover a lost or stolen hearing aid?

Yes. Auzen Care includes a one-time replacement for theft or loss, subject to the programme terms and the applicable customer contribution.

More information: View Auzen’s official UK page.

Does Auzen Care cover accidental breakage?

Yes. For accidental damage, we assess the hearing aid to see whether it can be repaired. Repairable damage is covered for parts and labour; if it cannot be repaired, it may qualify for the one-time replacement under Auzen Care.

More information: View Auzen’s official UK page.

How much do I pay if a hearing aid is replaced under Auzen Care?

A customer contribution applies when a hearing aid is replaced under Auzen Care. Your hearing specialist can explain the applicable contribution for your replacement.

More information: View Auzen’s official UK page.

Does Auzen Care continue after a replacement?

No. Auzen Care coverage ends automatically when the covered hearing aid is replaced.

More information: View Auzen’s official UK page.

Can a replacement device receive a new Auzen Care subscription?

A new Auzen Care subscription for a replacement hearing aid is a separate request and needs our prior approval; it is not automatic. If approved, it runs only for the remaining time of the original cover and does not begin a new four-year period.

More information: View Auzen’s official UK page.

How do I start an Auzen Care claim?

Contact your dedicated hearing specialist first. We will assess the situation and give you the return or collection instructions needed for your case; for accidental damage, the hearing aid is examined by our laboratory.

More information: View Auzen’s official UK page.

13. Bluetooth, smartphones and connectivity

What does Bluetooth add to hearing aids?

Bluetooth can connect compatible hearing aids wirelessly to your smartphone and other devices. Depending on the model, this can enable audio streaming, hands-free calls, app-based controls and remote hearing-care adjustments.

More information: View Auzen’s official UK page.

Can hearing aids connect to an iPhone?

Yes, compatible hearing aids can connect to an iPhone. Compatibility and available features depend on the exact hearing-aid model and iPhone, so we recommend checking before you pair or order.

More information: View Auzen’s official UK page.

Can hearing aids connect to Android phones?

Yes, compatible hearing aids can connect to supported Android phones. Compatibility and available functions vary by hearing-aid model, phone and Android version, so we recommend checking the combination before ordering or pairing.

More information: View Auzen’s official UK page.

Can I stream music or podcasts to hearing aids?

Yes, compatible hearing aids can stream music, podcasts and other audio directly from compatible smartphones or audio devices. The devices and streaming functions supported depend on the hearing-aid model and phone.

More information: View Auzen’s official UK page.

Can I make hands-free phone calls?

You may be able to make hands-free calls through compatible Bluetooth hearing aids. Whether calls stream directly, and which call functions are available, depends on your hearing-aid model and phone; we can help you check compatibility before you order.

More information: View Auzen’s official UK page.

Can I adjust my hearing aids using an app?

Many compatible hearing-aid models have a manufacturer app that lets you adjust controls such as volume or listening programmes, and some apps also support battery information or remote care. Features depend on the brand, model and phone.

More information: View Auzen’s official UK page.

Where can I find pairing instructions?

You can use Auzen UK's smartphone-pairing guide for iPhone and Android steps. We also provide brand- and model-specific user manuals in our Supporting Materials section; choose the guide for your hearing aids and phone.

More information: View Auzen’s official UK page.

Does every hearing aid use the same Bluetooth technology?

No. Hearing aids can use different Bluetooth approaches, including Bluetooth Classic, Bluetooth Low Energy and newer Bluetooth LE Audio. Compatibility, streaming and phone features therefore vary by model; please check the individual product information or ask us before ordering.

More information: View Auzen’s official UK page.

14. Rechargeable hearing aids and batteries

Are all Auzen hearing aids rechargeable?

No. Our UK catalogue includes both rechargeable hearing aids and models with replaceable batteries, such as the Phonak Audéo L30-312.

More information: View Auzen’s official UK page.

How are rechargeable hearing aids charged?

Rechargeable hearing aids are placed in a compatible charger, typically overnight. Please follow the charging instructions for your specific hearing-aid model and charger.

More information: View Auzen’s official UK page.

How long does a charge last?

Most rechargeable hearing aids are designed to last a full day of normal use on one charge. Streaming audio, such as music or TV sound, can reduce runtime, so performance varies by model and use.

More information: View Auzen’s official UK page.

What battery does the Phonak Audéo L30-312 use?

The Phonak Audéo L30-312 uses a replaceable size-312 zinc-air battery.

More information: View Auzen’s official UK page.

How often do disposable batteries need replacing?

It depends on the hearing-aid model and how you use it. For example, Auzen states that the Phonak Audéo L30-312 can provide up to approximately 121 hours of operation per battery, depending on the selected receiver and individual use.

More information: View Auzen’s official UK page.

15. Hearing-aid features

What is a telecoil?

At Auzen, we describe a telecoil (or T-coil) as a small component in certain hearing aids that picks up electromagnetic signals from compatible sources such as induction loops, phones and public-announcement systems. It can provide a clearer, more direct signal where there is background noise or distance from the sound source.

More information: View Auzen’s official UK page.

What are listening programs?

Listening programs are preset settings for different sound situations. At Auzen, we explain that the available programs and the way you select them depend on the hearing-aid model; some devices let you change them through an app or on-device control.

More information: View Auzen’s official UK page.

What is noise reduction?

Noise reduction is processing that analyses incoming sound and reduces unwanted background noise, helping speech stand out and making listening more comfortable. Its performance varies by hearing aid, and it cannot remove every type of noise.

More information: View Auzen’s official UK page.

What are directional microphones?

Directional microphones help a hearing aid prioritise sound from a particular direction, often speech in front of you, while reducing competing sounds from elsewhere. The exact directional functions vary by device, and some models adjust them automatically.

More information: View Auzen’s official UK page.

What is feedback cancellation?

Feedback cancellation detects and suppresses the unwanted whistling or squealing that can occur in hearing aids. At Auzen, we describe it as a feature that can reduce distractions and support clearer, more comfortable listening.

More information: View Auzen’s official UK page.

What is wind-noise reduction?

Wind-noise reduction helps minimise the shushing sound created when wind passes over hearing-aid microphones. It can make outdoor listening more comfortable, although availability and performance depend on the hearing-aid model.

More information: View Auzen’s official UK page.

What is binaural processing?

Binaural processing lets compatible hearing aids exchange information and coordinate sound processing across both ears. At Auzen, we explain that this inter-device communication can support sound localisation, spatial awareness and speech understanding in complex listening environments.

More information: View Auzen’s official UK page.

What is frequency compression?

Frequency compression shifts certain high-frequency sounds into a lower, more audible frequency range for the wearer. At Auzen, we describe this as a feature that may support speech understanding, particularly in noise.

More information: View Auzen’s official UK page.

16. Accessories and package contents

What accessories are available from Auzen?

On our UK website, we offer chargers, wireless accessories, TV boxes, cleaning products, MicroStreams, domes, filters, receivers, retention locks and Auzen Care Kits. Availability depends on the product and hearing-aid system.

More information: View Auzen’s official UK page.

Which accessories are included with my hearing aids?

Our UK hearing-aids guide says that all packages include a charger and a complimentary cleaning kit with wax filters, cleaning spray and wipes. The exact contents can vary by hearing-aid model, so please check the product information for your chosen device.

More information: View Auzen’s official UK page.

How do I check whether an accessory is compatible?

Check the accessory’s product page and the user guide or compatibility information for your hearing-aid model. For example, our Phonak domes page advises checking the required size; if the model or size is unclear, contact an Auzen expert before ordering.

More information: View Auzen’s official UK page.

What is the Widex Remote Link used for?

The Widex Remote Link is a wireless accessory that lets an audiologist remotely adjust and programme compatible Widex hearing aids. It works with the Widex Remote Care app for real-time consultations; the product page lists compatibility with selected Widex SmartRIC and Moment Sheer models.

More information: View Auzen’s official UK page.

Can a TV accessory send television sound to hearing aids?

Yes, when the TV accessory and hearing aids are compatible. For example, our Phonak TV Connector sends television or Hi-Fi audio directly to compatible Phonak hearing aids, while Widex TV PLAY™ 2 connects compatible Widex hearing aids to a TV for in-ear sound.

More information: View Auzen’s official UK page.

17. Cleaning, maintenance and troubleshooting

Why should I clean my hearing aids regularly?

Regular cleaning helps us protect your hearing aids from earwax, skin particles, debris and moisture that can block microphones or other components, reduce sound quality and contribute to damage or malfunction. A consistent routine can help maintain performance and extend the life of your devices.

More information: View Auzen’s official UK page.

Where can I find cleaning instructions?

We provide model-specific user manuals and supporting materials on our UK Supporting Materials page. You can also follow our Auzen cleaning guide, but always use the instructions for your exact hearing-aid model and the products recommended for it.

More information: View Auzen’s official UK page.

What should I check if my hearing aid stops working?

First, check whether the hearing aid is charged or, if it uses a replaceable battery, whether the battery is correctly positioned and has power. Check for earwax or debris blocking the microphone, receiver or tubing, and look for visible damage. If the problem continues after these checks, contact us for professional assistance.

More information: View Auzen’s official UK page.

What should I do if I cannot resolve a problem?

Please contact us for troubleshooting and repair assistance rather than trying to resolve a complex fault yourself. Our UK support team can advise on the next step; if a return is needed, we will provide the instructions and the required return tracking number.

More information: View Auzen’s official UK page.

Should I send a faulty device back immediately?

No. Please contact us first and wait for our return instructions and the required Return tracking number before sending a faulty hearing aid back. If a return is authorised, send the device with its original packaging, accessories, instructions and documentation as specified by our UK returns guidance.

More information: View Auzen’s official UK page.

18. Hearing health and professional assessment

Why can I hear sounds but struggle to understand speech?

At Auzen, we recognise that hearing sound is not the same as understanding speech. Reduced access to high-frequency speech details—especially consonants—can make speech seem unclear, while background noise can make it harder to separate words from other sounds. We recommend a professional hearing assessment to investigate what is happening.

More information: View Auzen’s official UK page.

Can loud noise affect my hearing?

Yes. Loud noise can affect hearing after one extremely loud sound or after repeated exposure over time. At Auzen, we recommend taking ringing, muffled hearing or reduced speech clarity after loud sound seriously, as some noise-related damage can become lasting.

More information: View Auzen’s official UK page.

What signs should I have checked after loud-noise exposure?

After loud-noise exposure, we recommend arranging a hearing check if you notice muffled or distorted hearing, difficulty understanding speech, trouble hearing on the phone or in noisy places, needing to turn up the television, or tinnitus such as ringing, buzzing or roaring.

More information: View Auzen’s official UK page.

When should I seek urgent medical advice?

Please seek urgent medical advice for sudden hearing loss, a clear change affecting one ear, severe dizziness or vertigo, ear pain, ear discharge, or a major new change in tinnitus after loud-noise exposure. These symptoms need prompt medical assessment rather than only a hearing-aid consultation.

More information: View Auzen’s official UK page.

What does Auzen recommend for protecting hearing from noise?

We recommend lowering the volume, limiting time in loud environments, moving farther from loud sound sources, taking breaks, and using suitable hearing protection when loud noise cannot be avoided. These simple steps can help reduce the risk of noise-related hearing damage.

More information: View Auzen’s official UK page.

19. Replacing and renewing hearing aids

Do I have to replace hearing aids that still work?

Not necessarily. We recommend starting with a free online renewal check to see whether your current hearing aids still match your hearing needs and lifestyle, and whether an adjustment, maintenance option or renewal could help.

More information: View Auzen’s official UK page.

What is the purpose of an Auzen renewal review?

Our free online renewal check helps you understand whether your current hearing aids still meet your needs and whether an adjustment, maintenance option or renewal could help you hear more comfortably.

More information: View Auzen’s official UK page.

Does Auzen help existing customers choose new hearing aids?

Yes. Our renewal programme is available to Auzen customers who previously purchased hearing aids. We provide expert guidance, online fitting and remote adjustments, access to leading hearing-aid brands, and support before, during and after renewal.

More information: View Auzen’s official UK page.

What renewal offers are available?

For Auzen customers whose hearing aids are less than five years old, we offer 10% off hearing aids and 20% off Auzen Care. For hearing aids more than five years old, we offer 7% off hearing aids and 10% off Auzen Care. Please contact us to confirm the offer that applies to your situation.

More information: View Auzen’s official UK page.

Can I get insurance reimbursement again when I renew my hearing aids?

You may be eligible for insurance reimbursement again when you renew your hearing aids, but it depends on your insurer and your personal cover. Please check your policy before renewing; we can help you understand what information you may need.

More information: View Auzen’s official UK page.

20. UK reimbursement and Best Price Guarantee

Can hearing aids purchased from Auzen receive UK reimbursement?

Depending on your circumstances, support towards hearing aids may be available through private health insurance or employer benefits. Eligibility and the amount available depend on the route and your individual cover, so please check the relevant conditions before you buy.

More information: View Auzen’s official UK page.

Can Auzen provide paperwork for my reimbursement claim?

Yes. If you need reimbursement from a public or private insurance plan, we will provide your original invoice and any documents needed for reimbursement, where necessary. Please check your own policy details, as eligibility and cover are determined by your plan.

More information: View Auzen’s official UK page.

Does Auzen offer a Best Price Guarantee?

Yes. We offer a Best Price Guarantee for eligible hearing aids that display the relevant guarantee badge, subject to our published conditions.

More information: View Auzen’s official UK page.

What kind of competitor quote is required?

Please send us a current quote from a local certified audiologist. It must show your full name, the competitor’s name and location, the date, product model and quoted amount, and cover an identical, brand-new hearing aid with equivalent warranty and service.

More information: View Auzen’s official UK page.

Do special or private competitor offers qualify?

No. To qualify, the competitor quote must be based on its official list price; private, special, limited-time and loyalty offers are excluded.

More information: View Auzen’s official UK page.

Can I request a price match after purchase?

No. Please contact our Customer Care team before placing your order. The Best Price Guarantee does not apply after purchase and is not retrospective.

More information: View Auzen’s official UK page.

21. Ongoing support and contact

Does Auzen provide support after purchase?

Yes. We provide ongoing remote hearing care after purchase, including personalised guidance, direct communication with an audiologist, real-time setting adjustments and free, unlimited fitting sessions.

More information: View Auzen’s official UK page.

Will a dedicated audiologist handle my case?

Yes—when you continue to use our care, your dedicated audiologist handles your case from start to finish. If an outside hearing-aid specialist adjusts your hearing aids, you will no longer be entitled to our unlimited adjustment and follow-up service, and that specialist becomes your contact for manufacturer-warranty matters.

More information: View Auzen’s official UK page.

How do I contact Auzen in the UK?

For UK support, contact us through the contact form, by email at contact@auzen.com or by telephone on 020 3695 1333.

More information: View Auzen’s official UK page.

What are the support hours?

Our UK telephone support is available Monday to Friday, 09:00–18:00.

More information: View Auzen’s official UK page.

Can I speak with someone before deciding?

Yes. Book a consultation with our hearing experts: a telephone conversation lets you ask questions and discuss which hearing solution may suit your needs before you decide.

More information: View Auzen’s official UK page.

Still have a question?

We’re here to help. Contact our UK team through the contact form, email contact@auzen.com or telephone 020 3695 1333, and we can discuss your hearing needs, available devices or an existing order.

More information: View Auzen’s official UK page.

Hearing aid FAQs | Auzen UK