Promise Terms

1. Free hearing test

A full hearing assessment and honest advice, at no charge and with no obligation.

Your hearing assessment is free of charge, whether or not you decide to buy hearing aids from us. There is no obligation to proceed with anything afterwards, and no pressure to do so.

A hearing test assesses your hearing. It is not a diagnosis of a medical condition; where something needs a doctor’s attention, we’ll tell you and recommend you see your GP.

2. Free 7-day hearing-aid trial

Try recommended hearing aids in your everyday life before you decide whether to proceed.

Where it is clinically suitable, we’ll fit you with demonstration hearing aids so you can experience them in your own home and daily routine before committing to buy.

• No money taken. The trial uses our demonstration aids. There is no deposit and no payment is taken to start a trial.
• Which models. The trial is available across the models we fit, with the exception of custom-made hearing aids, which are built individually to your ears and can’t be offered as demonstration units.
• Your return date. The date to return the demonstration aids, or decide to go ahead, is agreed with you when the trial starts.
• More time if you need it. Where more time would genuinely help you decide, we can extend the trial.
• No obligation. There is no obligation to purchase at the end of a trial.
• Looking after the aids. We ask that you take reasonable care of the demonstration aids during the trial and return them with any accessories provided. Everyday wear is expected and fine; loss or damage beyond reasonable use may be chargeable.

3. 90-day money-back guarantee

If your hearing aids aren’t right for you, we can try another option or provide a refund.

If, after appropriate fitting and support, your hearing aids aren’t right for you, we’ll first look at whether another suitable option would suit you better. If it wouldn’t, you can return the aids for a refund under our 90-day guarantee.

• The 90 days. The guarantee period runs for 90 days from your fitting date.
• Give the fitting a fair go. Hearing aids take time to adjust to, and we may need to fine-tune them over a few appointments. The guarantee applies once you’ve given appropriate fitting and support a fair opportunity to work.
• What’s refunded. We refund the price paid for the hearing aids themselves.
• How refunds are made. We initiate your refund on the day the aids are returned to us. The time it then takes to reach your account depends on your bank or card provider.
• Condition on return. Please return the aids complete, with the accessories supplied. Normal everyday wear from the trial and fitting period is expected and won’t affect your refund.
• Custom-made hearing aids. Custom-made aids are manufactured individually to your ears and can’t be re-fitted to another person. They can still be returned under the 90-day guarantee, with reasonable charges applied to reflect the non-recoverable cost of their manufacture — we’ll explain this clearly before you order.
• Accessories, loss and damage. Accessories, and any loss of or damage to the aids, are treated separately from the refund and are covered under the relevant sections of these terms and your warranty.

4. Five-year manufacturer warranty

Five years of manufacturer warranty against covered manufacturing and technical faults.

Your hearing aids include a five-year manufacturer warranty covering manufacturing and technical faults, from the date of fitting.

What’s covered

Genuine manufacturing and technical faults with the hearing aids under normal use. Where a repair is needed, we arrange it with the manufacturer on your behalf; some repairs mean the aids are sent away, and we’ll let you know the likely timescale.

What isn’t covered

• Loss or theft.
• Accidental damage.
• Consumables — such as batteries, wax guards, domes and tubing.
• Misuse, or damage caused by failing to follow the care guidance we provide.

The manufacturer warranty is in addition to your statutory consumer rights, which are not affected.

5. Aftercare for life

Routine reviews, adjustments, cleaning and clinical support, included.

Your routine hearing-aid reviews, adjustments, cleaning and clinical support are included for as long as you continue to wear hearing aids supplied and supported by us.

• Where. Aftercare is provided through routine appointments at our Wickersley clinic. We’re not able to offer home visits at this time.
• What may be chargeable. Replacement parts, consumables and repairs that fall outside the included aftercare may be charged for — we’ll always tell you before any charge applies.

6. Complimentary wax removal for our clients

Earwax assessment and removal, included for clients who wear aids supplied by us.

When clinically appropriate, earwax assessment and removal are included for clients who continue to wear hearing aids supplied by us.

• Both ears where needed. Both ears are covered where clinically necessary, on a reasonable fair-use basis.
• The right method. The appropriate removal method is determined following assessment; not every method is suitable for every person.

Wax removal as a standalone service, for those who don’t wear aids supplied by us, is available separately — see our wax removal page.

7. Recommendations based on your needs

Independent advice, not tied to a single manufacturer.

As an independent practice, we’re not owned by or tied to any one manufacturer. We recommend according to your hearing, lifestyle, preferences and budget, choosing from seven leading hearing-aid manufacturers — not one predetermined product range.

8. General

Changes to these terms

We may update these terms from time to time. The terms that apply to you are those in place when you start your trial or purchase your hearing aids, and we’ll confirm the relevant details with you at the time.

Questions

If anything here isn’t clear, please ask — we’re happy to talk it through. Call us on 01709 437250 or email [email protected].