Please find below our terms and conditions of sale and return/refund.
These terms and conditions apply to customers located in the UK (“Customers”) who visit the Online-hearing-aids website (“Website”). Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.
These are the terms and conditions of www.online-hearing-aids.co.uk (“online hearing aids Ltd”) which is the company that sells goods to Customers on the Website. If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions.
Online hearing aids Ltd registered address is Suite 8 Pure offices, Kembrey park, Swindon, Wilts SN2 8BW. You should print a copy of these terms and conditions and retain for future reference.
The Website is operated by Online hearing aids Ltd, whose registered address is Suite 8 Pure offices, Kembrey park, Swindon, Wilts SN2 8BW. Company Number 12371685.
If you have any questions about the Website please contact Online hearing aids Ltd, PO BOX 4242, Swindon SN2 9LN or email email@example.com.
You understand that Online hearing aids Ltd have advised you to seek a professional consultation into your hearing pathology prior to programming your solution and you have not experienced any of the following within the last 3 months (if you have experienced any of the following you should seek medical advice):
A) Sudden loss or sudden deterioration of hearing (sudden = within 72 hours),
B) Altered sensation or numbness in the face or observed facial droop,
C) Persistent pain affecting either ear, which is intrusive and which has not resolved as a result of prescribed treatment lasting 7 days or more,
D) History of discharge (other than wax) from either ear within the last 90 days, which has not resolved or responded to prescribed treatment, or which is recurrent,
E) Rapid loss or rapid deterioration of hearing (rapid = 90 days or less),
F) Fluctuating hearing loss, other than associated with colds,
G) Tinnitus, which is persistent and · unilateral · pulsatile · significantly changed,
H) Vertigo which has not fully resolved or which is recurrent. (Vertigo is classically described as a hallucination of movement, but here includes any dizziness or imbalance and includes veering to the side when walking.
You confirm that you are 18 years of age or older and you confirm that you have sought a professional consultation or you are happy to proceed with your solution being programmed without seeking a professional consultation and have not shown any symptoms that would require further investigation as described above.
How to order
A. Select the goods you require from the Website and click “Add to basket”
B. Choose the quantity of goods you wish to purchase from online hearing aids Ltd (the default will be one (1) unit).
C. Review your bag and make sure all specifications such as size and colour are correct, then click “proceed to Checkout”
D. If you are a new user, you will need to enter an email address and create a username and password. You must keep your username and password confidential as they allow access to your account. To continue setting up an account you will need to enter your personal details, billing address (which must correspond with your payment card address) and delivery address.
E. After you have set up an account, we will direct you to the shipping confirmation and delivery options page where you may enter voucher codes, select the type of delivery, and vary delivery and/or billing addresses.
F. Then you will proceed to the secure payment page where you may select the payment type and complete your order. Your payment will be collected from you by Online hearing aids Ltd. Following submission of your order you will be sent an automated order acknowledgement to the email address provided.
By placing an order through the Website, you confirm that you are legally capable of entering into binding contracts.
How this contract for goods is formed between you and Online hearing aids Ltd
After placing your order, you will receive an automated order acknowledgement. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by Online hearing aids Ltd.
You will receive an email confirming that Online hearing aids Ltd has accepted your order when your order has been processed and is ready for delivery.
Once Online hearing aids Ltd accepts your order, a contract to purchase the goods from Online hearing aids Ltd takes effect between you and Online hearing aids Ltd.
The contract to sell goods to you only relates to those goods listed in the confirmation email.
You will not be charged before your order has been processed and is ready for delivery.
A description of the main characteristics of goods can be found on the product pages of the Website.
Prices for goods on the Website appear on the product pages and include all applicable taxes.
Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at online hearing aids discretion.
If we discover an error in the price of the goods you have ordered, we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.
Online hearing aids Ltd is under no obligation to sell incorrectly priced goods to you at the incorrect price.
Data protection and privacy
Method of payment
You may pay by Mastercard, VISA, VISA Debit, VISA Electron, Maestro. We do not accept payments by American express. Please ensure if you are using a credit card that you provide the card holder’s name as it is shown on the card, and the billing address corresponds as it appears on the card statement. Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.
To help us prevent fraud, orders of £200 GB pounds or more may require a landline telephone number. Card fraud is illegal, and perpetrators will be prosecuted.
All orders of hearing aids include delivery costs within mainland UK.
Delivery costs for accessories and consumables on our website are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity and/or weight of goods supplied.
UK delivery charges will be confirmed to you, before your order is accepted.
If your order is particularly heavy, it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.
UK Delivery options
Online hearing aids Ltd offer both Standard Delivery (£3.99) and Special delivery (£6.99
Delivery times depend on the delivery service selected and the types of goods ordered. Online hearing aids Ltd will attempt to despatch your order as quickly as possible.
If your order is sent via special delivery and you are not available to collect and sign, your package may be left it at a neighbouring address, or in a safe place if you have advised the postal service accordingly. A card will be posted through your letter box to advise this has been done. If there is no safe place a calling card will be left to advise of your local collection point.
If delivery is not successful and the package has not been collected within the specified time (see royal mail website for further info), royal mail will return the goods to Online hearing aids Ltd and online hearing aids Ltd reserves the right to re-charge the delivery cost for re-delivery.
If you select the standard delivery option, Online hearing aids Ltd aims to have all orders despatched within 7 working days excluding Weekends and Public/Bank Holidays.
Recorded or Special delivery
If you select special delivery Online hearing aids Ltd will despatch your accepted order via insured and tracked postage which will cover the purchase value of the solution up to a maximum of £2000.00 GBP. Should you have any issues with receiving your order please contact firstname.lastname@example.org and we will contact royal mail to investigate the issue. It can take up to 30 working days to resolve issues however we will address issues as quickly as possible. A lost product cannot be eligible to be refunded until the issue with royal mail is resolved.
If any part of the order is out of stock, we will advise you of the delay and despatch your order as soon as the stock becomes available. You have the right to cancel your order if your order is delayed and you are not happy to wait for stock to be replenished.
Returns and exchanges
We provide a 60 day money back guarantee to all orders of hearing aids, this guarantee starts from the date we despatch your order. All accessories benefit from our standard cooling off period of 14 days as per the EU directive on consumer rights
Can I cancel any item that I order?
You can cancel any item ordered online in accordance with the terms in this section apart from, where you have failed to take reasonable care of the goods. In this case we reserve the right to refuse a refund and return the goods to you at your own cost.
When do I have to cancel my order by?
With respect to a hearing aid purchase you can cancel and return all components of your order within 60 days of despatching the order to you. If any part of your original order is missing when it is returned to Online hearing aids Ltd, we reserve the right to charge you for any replacement costs that may be incurred by Online hearing aids Ltd.
Your cancellation/returns period for all accessories and consumables ends 14 days after the day on which the items are delivered to you (or someone you nominate to receive the items for you).
Online hearing aids Ltd is not responsible for any costs incurred for lost or damaged equipment either in the customers possession or in transit and refunds will not be provided accordingly.
How do I contact you in the even that I want to cancel my order?
You can cancel by sending an email to email@example.com or by post to:
Customer services and returns
Online hearing aids Ltd
PO BOX 4242
Online hearing aids ltd require a statement that you wish to cancel including your name, address, details of the order you wish to cancel, a telephone number and email address.
How do I return my items back?
You must return your items by post to the below address no later than 14 days after the day on which you informed Online hearing aids Ltd that you would like to cancel your order, please include the Returns Form;
Customer services and returns
Online hearing aids Ltd
PO BOX 4242
Any returns are at your own risk. For your protection, Online hearing aids Ltd recommends that you return your items via registered/special post or courier service. The returned goods need to be in their original packaging.
You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective.
Do Online hearing aids Ltd retain any monies in respect of a refund?
Online hearing aids Ltd will refund you in full for any items you return however if the product(s) is damaged beyond what would be considered reasonable wear through handling Online hearing aids Ltd will not refund any of the purchase price and should you wish to have the products returned you will incur any associated costs for postage.
Online hearing aids Ltd will not refund any premium component of any delivery charge.
Online hearing aids Ltd will refund you using the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise). You will be refunded no later than 14 days after the day Online hearing aids Ltd receives the items you are returning.
Items that are incorrect or require exchange
If you require an exchange. Online hearing aids Ltd is only able to exchange items for the same product. Online hearing aids Ltd advises that you send items back via registered post. The return address is:
Customer services and returns
Online hearing aids Ltd
PO BOX 4242
The items need to be in the original packaging and you have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, Online hearing aids Ltd may have a right of action against you for compensation. This applies to all items that are returned.
Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) Online hearing aids Ltd has received back. If a refund or reimbursement is payable to you, Online hearing aids Ltd will transfer the money using the same method originally used by you to pay for your purchase. In the unlikely event Online hearing aids Ltd cannot refund via the original payment then a cheque will be raised to the address on the order.
Online hearing aids Ltd aims to process all returns as quickly as possible and you should receive confirmation of this within 5 working days of receiving the returned the item. Please note that at busy times of the year such as public holidays, these times may increase.
In the unlikely event that you receive a defective product, you will be entitled to one of the following:
1. Within the 60-day money back guarantee you can choose either a complete replacement or refund in full following receipt of the defective article.
2. After the 60-day money back guarantee has expired any defective hearing aid will be subject to a 4-year warranty and will be repaired or replaced accordingly. Any assistive devices such as chargers, remote controls or Tv connectors benefit from a 12 months manufacturers warranty and accordingly within the 12-month period will be repaired or replaced as appropriate.
3. If any device is out of its manufacturer’s warranty it can be returned to the manufacturer for repair but this will attract a charge of £150. Please send your defective device to
Unitron Uk Sonova House, Lakeside Drive, Centre Park, Warrington, WA1 1RX
If you think you have received a defective item, please return the item(s) back to Online hearing aids Ltd including details where possible of:
• Your Order Number
• Product Code/Product Name
• Details of the fault
• Whether you would prefer a refund or a repair or replacement as per our terms and conditions
Online hearing aids Ltd advises that you send items back via registered post. The return address is:
Online Hearing Aids Ltd, PO Box 4242, SWINDON, SN2 9LN
Online hearing aids Ltd will examine the returned items and notify you of your refund or repair or replacement via email within a reasonable period.
Online hearing aids Ltd will process any refund due to you as soon as possible and, in any case within fourteen (14) days of the date Online hearing aids Ltd confirms via e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).
Where an item is confirmed as faulty, Online hearing aids Ltd will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. Online hearing aids Ltd will not refund any premium component of delivery.
If you have a query about returning goods, please send an email to firstname.lastname@example.org and address it to customer services.
Warranty and limitation of our liability
Our 4-year hearing aid manufacturers warranty covers any manufacturing fault, servicing or repair of your hearing aid due to electrical malfunction, this warranty is valid from the date of purchase. Our hearing aids are not covered against accidental damage or loss, including but not limited to moisture ingress/damage, cerumen/earwax ingress or damage, improper handling, exposure to chemicals and undue stress or neglect. Any damage caused by a third party or non-authorised person will render the warranty invalid.
Online hearing aids Ltd does not offer any insurance policy against loss or damage to your hearing aids and as such advise all customers to seek insurance through their house hold content insurer or take out a separate insurance policy (https://www.assetsure.com/hearing-aids/hearing-aid-insurance/) that will cover the wearer against accidental damage or loss.
Any electrical accessories purchased on our site that are not hearing aids i.e. any accessories that are used in conjunction with your hearing aid, benefit from a 12-month manufacturer’s warranty which is valid from the date of purchase. Our accessories are not covered against accidental damage or loss, including but not limited to moisture ingress/damage, cerumen/earwax ingress or damage, improper handling, exposure to chemicals and undue stress or neglect. Any damage caused by a third party or non-authorised person will render the warranty invalid.
If Online hearing aids Ltd fails to comply with these terms and conditions, Online hearing aids Ltd shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of Online hearing aids Ltd failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.
Online hearing aids Ltd will not be liable for losses that result from its failure to comply with these terms and conditions of either loss of income or revenue, loss of business, loss of profits, loss of anticipated savings, loss of data or waste of management or office time.
Nothing in these terms and conditions is intended to exclude or limit Online hearing aids Ltd liability for death or personal injury caused by Online hearing aids Ltd negligence, fraud or fraudulent misrepresentation, any breach of the obligations implied by section 12 of the Sale of Goods Act 1979, defective products under the Consumer Protection Act 1987 or any other matter for which it would be illegal for Online hearing aids Ltd to exclude or attempt to exclude its liability.
Whilst Online hearing aids Ltd adopts industry standard protections against computer viruses its website may not be free from computer viruses or any other malicious or impairing computer program.
Nothing in these terms and conditions will affect your statutory rights.
External factors outside our control
Online hearing aids Ltd will not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by external factors outside Online hearing aids Ltd reasonable control (a “Force Majeure Event”). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond Online hearing aids Ltd reasonable control and includes (without limitation) the following:
(a) Strikes, lock-outs or other industrial action;
(b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
(c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
(d) Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
(e) Impossibility of the use of public or private telecommunications networks; or
(f) The acts, decrees, legislation, regulations or restrictions of any government.
In the event of a Force Majeure Event, Online hearing aids Ltd performance is deemed to be suspended for the period that the Force Majeure Event continues, and Online hearing aids Ltd will have an extension of time for performance for the duration of that period. Online hearing aids Ltd will use its reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which its obligations to you may be performed despite the Force Majeure Event.
Applicable laws require that some of the information or communications Online hearing aids Ltd sends to you should be in writing. By accessing the Website, you accept that communication with Online hearing aids Ltd will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that Online hearing aids Ltd provides to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
Intellectual property rights
Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to Online hearing aids Ltd, or are used with permission from the owner.
The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.
Online hearing aids Ltd takes all feedback very seriously and aims to deal with complaints as quickly and effectively as possible.
For complaints relating to orders placed through the Website please email email@example.com. To assist Online hearing aids Ltd in dealing with your complaint, please detail all aspects of the complaint, your order number and your contact details.
Our right to vary these terms and conditions
Online hearing aids Ltd reserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from Online hearing aids Ltd unless:
• any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
• Online hearing aids Ltd notifies you of any changes to these terms and conditions before it accepts your order, in which case Online hearing aids Ltd has the right to assume that you have accepted the change to the terms and conditions unless you notify Online hearing aids Ltd to the contrary within seven (7) working days of receipt by you of the goods.
The Waste Electrical and Electronic Equipment (WEEE) Directive aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The Directive also means that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
Goods are marked with the crossed out wheeled bin symbol to show that they were produced after 13 August 2005 and should be disposed of separately from normal household waste so that they can be recycled.
Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
Online hearing aids Ltd is obliged under this Directive to offer its customers free take-back of their WEEE on a like-for-like basis when you buy from Online hearing aids Ltd a new Electrical or Electronic product.
For example, if a customer bought a new remote control or hearing solutions from Online hearing aids Ltd, Online hearing aids Ltd would accept their old remote control or hearing solution and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to Online hearing aids Ltd within 28 days of purchasing their new item.
Governing law and jurisdiction
These terms and conditions shall be subject to English law.
The courts of England and Wales shall have exclusive jurisdiction over all claims or disputes (whether contractual or non-contractual) arising in relation to, out of or in connection with these terms and conditions including orders for goods.