1. Purpose of This Policy

The purpose of this Trade-In Policy is to provide customers with a clear, consistent, and fair process for trading in eligible devices in exchange for credit toward a new purchase. This guide outlines the requirements, eligibility criteria, valuation rules, and workflows for processing trade-ins.

How Trade-In Works

1. Tell us about your device.
   Answer a few quick questions so we can estimate your trade-in value.
   
   

2. Send it in for free.
   We’ll send you the brand new product as well as a special bubble mailer with a return label to send your original device back to us. You must send back the original unit within 15 days, otherwise the trade in credit amount will be charged to the card used to make the initial purchase.
   
   

3. We verify your device.
   Once your device arrives, our QA team inspects the return to confirm its model and condition.
   
   

4. Get your credit.
   If everything matches your description, no additional fees will be charged. If your item does not match the condition or is not the correct product, then your credit amount will be adjusted. If the product returned does not match the “Like New” or “Used” criteria, then you will be charged the full credit amount. 

Eligible Devices

• Most Audien devices, including Atom, Atom Pro, Atom 2, Atom Pro 2, EV1, EV3, BTE and newer generation models

• Accessories such as charging cases are required for full trade-in value

• Both hearing aids and charging cases must be returned in order to receive credit for the trade in

• Older or severely damaged devices may not qualify for credit, but can be recycled

How We Determine Your Trade-In Value

Trade-in value criteria is dependent on the following: 

• Model and generation
  
  

• Functional condition
  
  

• Cosmetic condition
  
  

• Completeness (charging cases, tips, key components)
  
  

Trade-in values are only estimates until your device is inspected.

Condition Requirements

After We Receive Your Device

After your device arrives at our facility:

• If the condition matches your original description, we issue your credit.

• If the condition and/or product does not match, we’ll send you an updated trade-in value for approval.

• If your device is ineligible for credit, we’ll recycle it responsibly.

Important: No Returns After Processing

Once your device has been received and processed as a trade-in, it cannot be returned for any reason.

This includes:

• Devices that receive reduced or zero trade-in value

• Devices that do not qualify for credit

• Devices submitted for trade-in but intended by the customer to be returned
  
  

This policy ensures a consistent and secure trade-in process, and protects the integrity of our refurbishment and recycling systems.

How You Receive Your Credit

You receive trade-in credit at the point of purchase and you must turn your original device into the post office within 15 days of receiving your Trade-in package. 

• If the original product is not received and examined by our internal team within 30 days of the purchase date,
  the full trade-in credit amount will be charged to your original payment method on day 30.

• If the item is returned but does not match the described condition, you may receive a revised credit or a charge for the difference.
  
  

This ensures fair and consistent trade-in handling and prevents unreturned or ineligible devices from remaining outstanding.

Shipping & Handling

• Audien covers shipping for all trade-ins.

• Pack your device using the provided instructions.

• Audien is not responsible for items lost or damaged during shipping if the provided label is not used.

Important Terms & Conditions

• Audien reserves the right to refuse or limit trade-in quantities.

• Trade-in value is based on the device’s final inspected condition.

• Trade-in transactions are final once credit is issued.

• Fraudulent or counterfeit devices will not be returned and may be reported.

Environment & Recycling

If your device isn’t eligible for credit, we’ll recycle it for free, ensuring safe and responsible disposal of electronic components.