1) Supply and Guarantee

We sell the hearing instruments and other products (Goods) to you and you agree to buy them on the terms, which are explained here. We agree to supply goods to you that are the same as on the order form. Goods are guaranteed for a period of 24 months. In the event that there is a failure, please return the Goods to the dispenser. Please include the order reference when returning the Goods and we will at your option repair or replace with new Goods and return them to you.

The guarantee is in addition to and does not affect your legal rights relating to Goods that do not work properly or are not described correctly. For further information about your legal rights, contact your local authority Trading Standards Department or Citizens Advice Bureau.

2) Circumstances where the Guarantee will not apply

Goods, which do not work for any reason other than in (1) above, such as interference with the hearing instrument, accidental damage, failure to keep the instruments clean, failure to use in accordance with the operating manual or repairs by an unauthorised agent of the manufacturer are not covered by this guarantee. If you return Goods to us in these circumstances, we will let you know if this applies. We will give you the choice to have the Goods back or repair them, if possible, but in either case, this will be at your cost.

3) Money Back Guarantee

If you are not pleased with the hearing system, even though it is of satisfactory quality and correctly prescribed, providing that it is returned to us within 45 days of the date of fitting, in its original condition, with the original packaging. We will refund to you, as set out in paragraph 11, the cost of the hearing instruments, less any charges agreed at the time of ordering. This does not affect your legal rights including any right to cancel under paragraph 9 below.

4) VAT

Professional services are exempt from VAT. The price of hearing instruments and other products include VAT at the standard rate.

5) Repair Work

If any Goods require repair (other than under the original guarantee) we guarantee such repair work for a period of 6 months from the date of return of the Goods to you. This does not apply to clean and check services.

6) Aftercare Service

Within 4 weeks of the fitting of your hearing instruments, a personal meeting will be arranged to see how you are getting on with your hearing instruments and we will give you any help you may require.

Batteries, repairs, service or any other matter concerning your purchase, hearing and aftercare services are available from where you bought your hearing instruments, or please contact our customer care team.

Aftercare service is available Tuesday to Friday 10-5 excluding bank holidays.

7) Registration of Hearing Aid Dispensers

All Hearing Aid Dispensers must be registered with the Health and Care Professions Council and must follow their Standards of conduct, performance and ethics (available on www.hcpc-uk.org). Where our employees are members of The British Society of Hearing Aid Audiologists they adhere to their Code of Practice, which, can be found on their website (www.bshaa.com).

8) Customer Care

All our Hearing Aid Dispensers are members of the British Society of Hearing Aid Audiologists (BSHAA).

We follow the rules of the BSHAA Customer Care Scheme. If you have a problem with the service, we have given to you, first please contact, in writing, the hearing aid dispenser who provided the hearing instruments or our customer care team. If you still have problems please contact BSHAA who will look into the matter on your behalf, customercare@bshaa.com.  Details of this scheme are on www.bshaa.com – Customer Care. This does not affect your legal rights.

9) Right to Cancel for Sales in the Home or away from our business premises 

(a) If you agree to purchase hearing instruments, hearing protectors or moulds in your home, or away from the company’s premises, these goods are personal, therefore, they have health protection and hygiene issues and for this reason, the 14-day cancellation period will not apply after fitting. This is allowed under the (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Part 3 section 28 (3) (a)). You may cancel prior to delivery, subject to paragraph 10 (c) if applicable. This paragraph does not affect the legal position if the Goods are faulty.

(b) For goods that do not have personal health protection or hygiene issues or are for services in paragraph 10 below you may cancel, without giving any reasons, within 14 days starting the day after the delivery of the Goods by telling us in writing of cancellation, where you purchased in your home or away from our business premises, you may use the cancellation slip provided. (Appendix 1)

10)  When we can keep the money paid 

(a) If you cancel because you cannot get on with your hearing system under paragraph 3, but have received a chargeable service, such as a hearing test, the cost of which you have previously agreed to, or work on the customized goods has begun with your written agreement, you will be required to pay for any Goods or services supplied.

 (b) If Goods are lost or not returned in the same condition that they were given to you, we reserve the right to withhold monies to cover this cost.

(c) Where Goods are personalised there is no right of refund. If you cancel before delivery and work have commenced on the Goods you may be required to pay a reasonable amount to cover the costs incurred. This does not affect your legal rights if the Goods are faulty.

11) What happens when I cancel?

If you have a right to and do cancel this contract, we will reimburse you all payments received from you without undue delay and not later than

  • 14 days after the day we get the Goods back from you or
  • if earlier, 14 days after the day you give us proof that you have returned the Goods or
  • if no Goods have been supplied 14 days after the day on which we are told about your decision to cancel the contract.

We will make the repayment using the same means of payment as you used for the initial contract unless we agree with you a different means.

We have the option to request you to send the Goods back by post (tracked and insured for the cost of the goods). The responsibility is yours to return the Goods, to us unless otherwise agreed.

12) When do I own the Goods

Even though delivery of the Goods is made to you, you will not own the Goods until we have received payment. Until payment has been made, we have the right to ask you to deliver the Goods to us.

13) Credit Checks

Credit facilities if needed will only be given to you after we have received a satisfactory credit rating from an authorised credit reference agency and proof of identity. By signing this document, you give us the approval to obtain such credit reference.

14) Credit Agreements

If you enter into a credit agreement, you will need to refer to that agreement for cancellation rights.

15) Liability

If the Goods do not work or Services are performed in breach of this Agreement we will supply Goods and/or perform Services again. If we fail to do so we will give you a full refund unless the fault is caused by you or someone other than us. This clause does not affect your rights under law such as rights for faulty and misdescribed goods, poor service and time limits on claims.

16) Data Protection

You agree to your data going on our marketing database, which will be used to send to you information about future products. We will not send this data to anyone else and you can be removed from the list if you tell us in writing. We need 30 days’ notice to remove you from our list.

17) Notices

If you give any notice under these terms and conditions this must be in writing and sent to the Company address below.

18) Applicable law

English Law will apply to this contact.

Please click here to view our Terms & Conditions of sale PDF.