Hearing Aid Sale Terms & Conditions
DEFINITIONS AND INTERPRETATION
“Goods”
means the monaural or binaural hearing instruments or other related accessories that we will supply to you;
“Services”
means any relevant audiological services we have agreed to provide;
“Buyer” (“you”)
means you, the purchaser of Goods and/or Services from Hearing Sound;
“Total Price”
means the total price that you will pay for the Goods and/or Services;
“Hearing Sound” (“we”, or “us”)
means Hearing Sound.
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Terms and Conditions for The Supply of Hearing Aid(s). Please note this policy refers to hearing aids fitted by one of our Audiologists only and not the Over-the-counter hearing devices (see policy for sales and returns of products below)
Hearing Sound is compliant with the Health & Care Professions Council (HCPC) regulations. We act in accordance with the Standards of Conduct, Performance & Ethics.
Basis of sale
We shall supply the Goods and Services to you in accordance with these Terms and Conditions.
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Retention of title clause:
Notwithstanding delivery and the passing off the risk in the Goods, or any other provision of these Terms & Conditions the property or title in the Goods shall not pass to the buyer until the seller has received in cash or cleared funds, payment. Until such time as the property in the Goods passes to the Buyer (and provided the Goods are still in existence and have not been resold), the seller shall be entitled at any time to require the Buyer to deliver up the Goods to the seller and if the Buyer fails to do so forthwith to enter upon any premises of the Buyer or any third part where the goods are stored and repossess the goods.
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Supply of hearing aid(s):
All hearing aid(s) are supplied subject to your satisfaction and if you are not satisfied, providing that the hearing aid(s) is returned within 14 days from the date of fitting and is in its original, as new, condition you are entitled to a full refund of the agreed purchase price. Refunds will be processed within 30 days upon receipt of the hearing aid(s). Nothing in this clause will affect your statutory rights. Alternatively we offer a 60 day exchange policy by which you can change to model or type of hearing aid.
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Lifetime unlimited aftercare (for the hearing aids lifespan)
We understand that with the fitting of new hearing aids, a period of rehabilitation is necessary. As part of our commitment to providing you with the continuing aftercare, we undertake to provide you with further aftercare consultations after the fitting of your hearing aid(s) for no additional charge to you. We use these consultations to service your hearing aids in-house and assess your progress and offer further assistance that may be required. This does not include repairs and servicing that requires the hearing aid(s) / accessories to be sent back to the manufacturer.
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Warranty:
New hearing instruments supplied are under warranty against manufacturing fault from the date of fitting unless otherwise stated or to comply with the Manufacturer’ Warranty. Warranty on rechargeable batteries and accessories will comply with the Manufacturer warranty for that specific device. Manufacturer repairs will be made free of charge during this period and outside of warranty will be priced on an individual device, individual repair basis.
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Length of warranty depends on the selection of hearing aid
Hearing Sound’s or any manufacturer’s warranty does not cover loss. Out of warranty manufacturer repairs which have been paid for are guaranteed for six months from date of return to client. In addition, faults due to unauthorised repairs are not covered by warranty.
Our lifetime aftercare service includes free hearing tests, advice and in-house servicing and adjustments.
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Hearing Aid Insurance
Hearing aid/ accessories warranties do no cover loss. We recommend that you ensure your hearing aids so that they are also covered for this eventuality.
You may choose to add them to their home contents insurance which covers your hearing aids whilst at home. Hearing Sound advises that you speak to your insurer to make sure that your current policy covers you for hearing aid loss and discuss with your insurer the exact terms of your insurance. You may wish to take out additional cover or cover from another provider to cover your hearing aids.
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Refund policy for hearing aids
Your hearing aid is supplied to you with the full benefit of a 14 Day Money Back and 60 day exchange Guarantee of Satisfaction. Items received which are unsatisfactory/faulty must be reported within 14 days of the date of fitting. We can offer refunds and exchanges on all hearing aids, hearing aid accessories and unopened consumables. You will be liable for the cost of the item(s) that are damaged/ not returned within the 14 days from the date of fitting. Your rights to obtain a refund or repair of your hearing aid(s) in the event of being supplied with faulty hearing aid(s) are not restricted. You may post a product or deliver in person to make a return. Please return the unused or faulty products to us within 14 days of being fitted with your hearing aids, regardless of any trial period. Only once returned, we’ll refund the person who originally placed and paid for the hearing aids. When you post a product to make a return, it can take up to 14 working days of your returning the item(s) to receive your refund as it can take up to 5 working days for the bank to transfer the funds to you. We advise that you take out adequate insurance for postage and keep proof of postage. Hearing Sound will not be liable for hearing aid and/ or accessory loss or damage through return postage.
Data protection
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We will use your personal information that you provide to us to supply goods and services to you and will process your personal data in accordance with our Privacy Policy.
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RETURNS AND REFUND POLICY FOR OVER-THE-COUNTER AND ONLINE PRODUCTS
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1) Your right to cancel (14‑day cooling‑off for online orders)
For most products bought online, you have 14 calendar days from the day after delivery to tell us you want to cancel your order—no reason needed. Once you’ve told us, you then have another 14 days to send the items back. We’ll refund you within 14 days of receiving the returned goods.
This cooling‑off right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
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How to cancel:
Email hearcare@hearing-sound.co.uk or use the cancellation form on the email you received from us when purchasing the goods, clearly stating your order number and the items you’re returning.
What you can return (and exceptions):
You can return most new, unused items. The following are exceptions under UK law, where your 14‑day cancellation right may not apply (or only applies if items are faulty):
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Custom-made or personalised items (e.g., monogrammed products).
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Perishable goods (e.g., food or flowers).​
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Customers are required to contact Hearing Sound to request to return an item for refund within 14 days of purchase and arrange return of item within 21 days of Hearing Sound acknowledging the request.
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Return for refund:​
In order to request a refund the product must be returned to Hearing Sound, in all cases items must be complete, in as-new condition and correctly packed for shipment. Unsaleable items will not be credited.
How to request a refund:
​Email Hearcare@hearing-sound.co.uk clearly stating your order number and tell us the issue with the item
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Proof of Delivery:​
Until returned items are received by Hearing Sound Ltd, such items remain the customer’s responsibility. In the rare case that items become lost in transit or in case of dispute, Hearing Sound Ltd reserves the right to insist on signed proof of delivery (POD) as proof of receipt by Hearing Sound. While incidence of postal and courier error are low, we cannot accept proof of dispatch as proof of receipt, and recommend that customers use standard mail services for packages of appropriate value.
Packing & Damage in Transit
Hearing Sound accept no liability for loss or damage to customers’ returned goods in transit. Customers are advised to ensure goods are properly packed and insured before dispatch, using a proof of delivery service.
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