1. Supply and Warranty
We sell the hearing instruments and other associated products and services (Goods) to you and you agree to buy them on the terms which are explained here and on your Hearing Assessment form. We agree to supply Goods to you that are the same as on your Assessment form. The Goods are warrantied against mechanical failure or poor materials and/or poor workmanship for the period stated in your TotalCare pack, which will not be less than 2 years for hearing aids and 6 months for associated products from the date of fitting. (This does not Include consumables). In the event that there is a failure, please return the Goods to Correct Hearing at their Head Office. Please include the order reference when returning the Goods and we will either repair or replace with new Goods and return them to you.
The warranty 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, you can contact your local authority Trading Standards Department or Citizens Advice Bureau.
2. Circumstances where the warranty 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 warranty. 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
Under the terms of this agreement we give you a 30-day money back guarantee.
If you are not satisfied with the hearing system provided, even though it is of satisfactory quality and correctly prescribed, providing it is returned to us within 30 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 on the front of the order form.
This does not affect your legal rights including any right to cancel under paragraph 9 below.
4. VAT
Professional services are exempt from
VAT therefore this is not applied to the total cost of the goods & services supplied
5. Repair work
If any Goods require repair (other than under the original warranty period) we guarantee such repair work for a period of 6 months from the date of return of the Goods to you. Whilst your Hearing Aids are away for repair, we will provide you with loan aids.
6. Aftercare service
Within four weeks of the fitting of your hearing instruments a follow up appointment will be arranged to see how you are getting on with your hearing instruments and we will fine-tune or make any other necessary adjustment if required at that time.
Further follow up appointments may be arranged if required. After this, we will see you at six monthly intervals as set out in the TotalCare pack you receive at the time of your original fitting date.
Batteries, repairs, service and all entitlements relating to the purchase of your Hearing Aids, are outlined in your TotalCare pack. All appointments will normally be made during the hours of 9am to 5pm Monday to Friday, excluding bank holidays and weekends, unless otherwise agreed.
7. Registration of Hearing Audiologists All Hearing Aid Audiologists must be registered with the Health and Care Professions Council and must follow their Standards of conduct, performance and ethics (available on www.hpc-uk.org).
All our professional employees are members of The British Society of Hearing Aid Audiologists (BSHAA) and adhere to the BSHAA Code of Practice, which can be found on the BSHAA website (www.bshaa.com).
8. Customer Care
Correct Hearing follows the rules of the
BSHAA Customer Care Scheme. If you have a problem about the goods or service you receive from the company or any of our Hearing Aid Audiologists, please contact us in the first instance.
If we are unable to resolve your complaint, you can contact BSHAA who will take up the matter on your behalf.
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, as these Goods are personal, they have health protection and hygiene issues and for this reason, the 30-day cancellation period may 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 (e) if applicable.
However, Correct Hearing will treat each case on its merit. This does not affect your legal rights 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 the contract, without giving any reasons, within 30 days starting the day after delivery of the Goods by telling us in writing of your wish to cancel.
10. When we can keep money paid
If you cancel because you cannot get on with your hearing system under paragraph 3 above, or work on the customised Goods has begun with your agreement, you will be required to pay for any Goods or services supplied.
If goods are lost or not returned in the same condition that they were given to you, monies may be kept by us.
Where goods are personalised, there is no right of refund. If you cancel before delivery and work has commenced on the Goods you will be required to pay a reasonable amount to cover the costs incurred. This does not affect your legal right if the goods are faulty.
11. What happens when I cancel?
If you have a right to cancel this contract and do so, we will reimburse all payments received from you without undue delay and not later than
- 10 days after the day we get the Goods back from you or
- if earlier. 10 days after the day you give us proof that you have returned the Goods or
- if no Goods have been supplied 10 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 that you send the Goods back by post (tracked and insured for the total 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, 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.
- Llability
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. If you suffer any additional losses or liabilities we will pay for these where you provide written evidence and up to a limit of double what you paid to us. If there is any fraud or the supplies cause death or physical injury we will compensate you for all resulting losses. This clause does not affect your rights under law such as rights for faulty and
misdescribed goods, poor service and time limits on claims. - Data protection
You agree to your data going on our marketing database, which will be used to confirm appointments and to send you information about future products, services or events. 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.
15. Notices
If you give any notice under these terms and conditions this must be in writing and sent to the Company address below.
16. Applicable law
English Law will apply to this contact.