All purchases are subject to the following terms and conditions and are in addition to your statutory rights which remain unaffected*. These terms and conditions apply to the devices and services provided by Complete Eyecare Limited.
Definitions and Interpretation
“Device(s)” Refers to either monaural or binaural hearing aids and other related accessories supplied to you.
“Services” Means any relevant audiological services we have agreed to provide;
“Buyer” (“you”) Means you, the purchaser of device(s) and/or services from Hearology;
“Complete Eyecare” (“we”, or “us”) Means Complete Eyecare Limited.
Both parties agree to all the following:
SUPPLY OF DEVICE(S):
All device(s) are supplied subject to your satisfaction and, if you are not satisfied, you are entitled to a refund subject to the terms of clause 5 of this contract, provided that the device(s) are returned within 60 days (including bank holidays and weekends) from the date of fitting in original, as new, condition. Refunds will be processed within 30 days (including bank holidays and weekends) upon receipt of the returned device(s).
WARRANTY
New device(s) are supplied in accordance with the terms of warranty provided by the manufacturer for a defined period as stated on your receipt and/or documentation provided. Unless otherwise stated, the warranty period is valid from the date of fitting. The warranty covers issues arising from manufacturing defects or normal hearing aid usage.
Water damage, excessive wax contamination or defects caused as a result of improper use, malicious or accidental damage are not covered. What constitutes improper use will be defined at the full discretion of Complete Eyecare and it’s service providers. The duration and terms of the warranty on rechargeable batteries and accessories may differ to the duration and terms of the hearing aid(s) warranty herein defined.
Any repairs will be made free of charge during a valid warranty period. Outside of warranty, Complete Eyecare offers a reasonably priced, fixed rate repair service for device(s). Components replaced are guaranteed against any manufacturing or material defect arising within three months of repair. For older products, it may not be possible to carry out a repair (e.g. if certain parts have been discontinued) or to do so cost-effectively, therefore, we reserve the right to refuse repair work on devices over three years old or on the occasion of extreme damage and will instead offer an equivalent product at retail price.
For custom made device(s), a remake of the shell of the hearing aid(s) will be carried out free of charge only for a period of three months from the date of fitting. In the case of a remake of the shell of the hearing aid(s) due to misuse or accidental damage, the warranty will not apply and any repairs will be chargeable.
For repaired device(s) returned by post, Complete Eyecare will only pay for the return postage to a mainland UK address (postcode exclusions may apply).
International postage and/or courier charges are at the buyer’s own expense both to and from the overseas location. In either direction of travel, regardless of whether it is inside or outside of the UK, Complete Eyecare is not liable for any of the following: customs and excise duties levied against device(s); device(s) lost in transit; any shortcomings of a courier company; being unable to receive a delivery or provide entry for a delivery service.
AFTERCARE SERVICES
Aftercare services are necessary for the ongoing maintenance and performance of the device(s). These services include the initial fitting, verification and adjustment to the hearing aid(s), annual hearing tests to monitor any changes in your hearing, ongoing optimisation of the hearing aid(s) settings and ‘on demand’ appointments for any trouble shooting or servicing. More information on aftercare can be found in additional literature that will be provided upon purchase of your hearing aids.
As part of our commitment, we undertake to provide you with the professional services of our Audiologists in respect of aftercare at an additional charge to you for a period of three years. This period is valid from the date of your receipt for respective device(s).
After three years, any aftercare appointments required for any of the above mentioned services will be charged at the applicable fee at the time, payable per appointment.
All annual hearing assessments with any adjustments required are applicable to fees, per appointment per year.
Appointments may be arranged by telephone or email as detailed below.
SUPPLY OF SPARES
Complete Eyecare will supply the following Hearing Aid spares, free of charge, on the day of fitting:
1x Box of 60 batteries (if applicable),
2x Replacement rubber ear tips/domes, 1x Packs of 8 wax filters
Any additional products will need to be purchased at your own expense. You may purchase directly from Complete Eyecare or alternative suppliers.
RETURN AND REFUND POLICY
Your device(s) are supplied to you with the full benefit of our 60-Day Money Back Guarantee of Satisfaction. After the fitting, we will work with you to provide the best possible results. To achieve this, Complete Eyecare may, at its sole discretion, agree to change your device(s) once only and only within 60 days of the original fitting.
Further to this, we will accept any device(s) for refund for up to 60 days (including weekends and bank holidays) from the date of the original fitting appointment, if the device(s) are returned in good working condition, have not been exposed to excessive wear and tear and are returned to us in the original packaging.
All Hearing Aid refunds, regardless of the number of devices purchased by any individual buyer, are subject to a charge of £250.00 to cover the time that your Audiologist has spent with you across the trial period since the initial fitting appointment. This charge is not applicable to accessories purchased individually. If you return your device(s) within the 60 day period you will therefore be refunded the full price paid for your device(s) minus £250.00.
HEARING AID INSURANCE
Neither Complete Eyecare nor the manufacturer’s warranty covers loss, theft or defects as a result of water damage, excessive wax contamination or arising as a result of improper use, malicious or accidental damage. We recommend that you insure your hearing aid(s) so that they are also covered for these eventualities.
You may choose to add your hearing aid(s) to the home contents section of your household insurance. Complete Eyecare recommends that you clarify with your insurer the exact terms of your insurance to make sure that your policy covers you for the potential loss of your hearing aids both at home and outside of your home. Or you may wish to take out additional cover with your provider or cover from another provider to ensure that you are adequately protected against the potential loss of your hearing aid(s)
REPLACEMENT POLICY
In the event of a loss, theft or irreparable damage to hearing aid(s) that require replacement, the following charges will apply under replacement plan only:
• In the case of a pair of hearing aids, if one/two device is lost, the replacement will be charged at 50% of the total original purchase price.
• In the case of accessories, the replacement will be charged at 100% of the original purchase price.
The warranty on any replacement device(s) purchased will be backdated to commence from the date of the original purchase of your device(s), irrespective of the amount of time that has passed since that original purchase.
If a product that needs replacing has been discontinued and is no longer available, Complete Eyecare will, at its’ sole discretion, make a single and irrevocable choice of the best replacement device available from the same manufacturer based on similarity of technical specification.
FURTHER IMPORTANT INFORMATION
Any communication regarding any of the terms and conditions contained in this contract should be addressed to: Complete Eyecare Limited, 13 High Street, Banbury, OX16 5EE.
Any other communications, e.g. regarding the supply of hearing aid spares, the servicing and repair of your device(s), or to book an appointment, should be directed to Complete Eyecare’s Patient Support Team:
Email: info@complete-eyecare.co.uk
Telephone: 01295 262 200
STATUTORY REGISTRATION
All Complete Eyecare Audiologists are registered as ‘Hearing Aid Dispensers’ with the Health and Care Professions Council and are required to follow the HCPC’s standards of conduct, performance and ethics – see: www.hpcuk.org
*You can obtain full details of your statutory rights from Consumer Direct: 08454 040506.
