‘We’ ‘our’ and ‘us’ are references to the company body and ‘your’ and ‘you’ are references to the customer
We may transfer our rights and duties under this agreement, you may not transfer yours.
You must tell us in writing within 7 days if your name or address changes
If we relax any terms under this agreement we may enforce it strictly again at any time

To proceed with an order for all hearing aid systems we require a full payment or a minimum of 50% deposit. (payment is accepted via card or cash)
Any outstanding balance is to be paid in full upon/before fitting / collection of the hearing aid device.
For any accessories or other products, payment in full is required at time of order.
Once your goods are ready – we shall notify you of expected fitting / collection date.

We aim to arrange fitting / collection of all products within 28 days or where otherwise indicated at the time of order.
When the goods are ready we will contact you, or your named representative, to organise a fitting / collection appointment.
Fitting / collection of goods will be from Frinton Medical Eye Centre store, or your home address if this was agreed at the time of the order.
Should there be any unexpected delays to manufacture or stock the goods we shall notify you as soon as we are made aware to keep you updated and where appropriate organise a new fitting / collection date.

Hearing aids systems have a standard two-year manufacturer’s warranty unless you have purchased additional warranty (from the date of fitting / collection)
All other products are supplied with a one-year manufacturer’s warranty.
Warranty cover does not cover accidental damage / damage caused by the user.
If products are returned to us and are found to be damaged due to accidental / wear and tear or other means which are not covered by manufactures fault – there will be a charge to repair / replace the items which will be discussed with you prior to the repair / replacement process.

Batteries – your hearing aid systems come with a free battery supply for a specified duration or battery quantity – this will be highlighted on your invoices.
The battery replacements will be available to you on a 3 – 6-month basis to prevent loss / expiration of batteries.
If you run out of batteries before your next supply is due it is your responsibility to let us know.
If you exceed the free battery supply quantity before your term end date and wish to continue receiving more batteries, you will be liable to pay for any further battery orders placed with us.
Wax guards – your hearing aid systems will come with one pack of wax filters
If you wish for additional wax guards, we can supply these at cost to the customer
Cleaning brush – your hearing aid system will come with one cleaning brush
If you wish for any extra cleaning brushes, we can supply these at cost to the customer
Custom moulds and Receiver wire – if you have a custom-made mould/receiver wire attached to your hearing aid system, it is your responsibility to keep the mould/receiver clean with regular maintenance.
If the mould/receiver is not working due to lack of maintenance, or using inappropriate cleaning methods and is beyond cleaning – you will be charged to replace the moulds/receiver
If for any reason the moulds/receiver are broken/damaged – you will be charged to replace the moulds
Domes – if you have a BTE hearing aid connected to a receiver with a dome, the dome will be supplied inclusive of your hearing aid order
It is your responsibility to clean and maintain the dome with recommended cleaning techniques
If for whatever reason your dome is broken/damaged – you will be liable for the cost of replacing the dome

All hearing test appointments, fittings appointments and routine follow up appointments are free of charge and part of the product lifetime aftercare we offer with all our hearing aid orders.
The Audiologist will teach you how to take care of your hearing aids at your fitting appointment, this includes teaching the user or their carer how to keep the hearing aids clean and how to change the wax filters etc, it is the responsibility of the wearer or the carer of the patient to keep the hearing aid system in a clean condition and therefore multiple appointments for cleaning your hearing aid system may incur charges
We offer annual hearing checks and routine hearing aid follow up appointments, you will be notified when these become due.
If you require more than the routine scheduled appointments for your hearing aids, it is your responsibility to call and arrange appointments

30 Day Trial Period – we offer a 30-day money back guarantee on all our hearing aid systems (Day 1 of this guarantee is the date of the fitting/ collection of your hearing aid system)

If you are not satisfied with your hearing aids in any way, contact us in writing, by telephone or by email ensuring the method of communication arrives with us before the last day of the 30-day period.
Our Audiologists will offer solutions and/or alternative options for your hearing concerns within the trial period
If your Audiologist feels you may need an alternative hearing aid system as a solution to any issues raised by the wearer, this will be dispensed at your approval
If we are unable to meet your expectations or satisfaction within 30 days from the date of fitting / collection of your hearing aids – you are entitled to a full refund of costs paid towards your hearing aids
Cost of paid-for appointments, custom moulds or any other additional charges are non-refundable
If there is any damage to the hearing aids – the damage price will be calculated and subtracted from the total amount owed back to you
Customised items, ie moulds impressions or others are non-returnable
After 30 days – Should you feel the hearing aid device is not working to your hearing requirements and the Audiologist feels an alternative product will be better suited – This will be on an exchange basis only

If you wish to return your hearing aid system after fitting / collection, please contact us by telephone within your 30-day money back guarantee period, we will advise you to return the items to us in store, in person
The hearing aid system will remain the property of the customer until we have received the order back to our store, therefore any items lost or damaged by postage / courier service will not qualify for a refund and the customer will need to claim via the courier for compensation.
All returns are thoroughly checked once received, if there is any damage to the hearing aid system caused by the user you will be liable to pay repair costs
If there is any loss of items within the hearing aid package you will be liable for the cost of these items – it is recommended you use a courier or mail service which covers for loss and damage of packages if you are unable to return the goods in person
Returning goods is your responsibility and Frinton Medical Eye Centre does not take any responsibility for lost or damage items during the return process
Cancelations – Should you wish to cancel your hearing aid system order please let us know as soon as possible by telephone / writing. If any customised items have been ordered, they will be non-refundable.

All refunds of your hearing aid systems monies shall be made within 28 working days
Refunds will be processed using the same method and/or to the same individual of initial payment unless otherwise agreed at the time of refund
Payment Plans
We offer interest free payment plans over 12 or 18 months
Payment plans above the terms of 18 months will be calculated with added interest depending on your financial factors and contract agreement
The customer must pay a deposit which is minimum 50% of order total, unless agreed otherwise.
All payments are taken by direct debit on the 1st of each month (if the 1st falls on a weekend usually the payment will be taken the first working day after).
If any payments are missed, you will be contacted as soon as possible and have 7 days to make this payment by debit card
If you have authorised a debit card details use form for payments, your debit card details will be used to manually pay unpaid invoices and/or charges
If you fail to clear the missed payment within 7 days, there will be a £20.00 administration charge added to your account.
Failure to make 2 consecutive payments (of clause 11.5) without prior notification or agreement will result in the agreement being terminated and the full total remaining amount being owed.
If you have any unexpected changes to your financial circumstances please contact us either in writing, by email or by telephone and we will always try to help come to a suitable arrangement where possible.
If you wish to cancel your agreement within the 30-day money back guarantee period, you will receive a refund for any money paid, but will be liable to a £35.00 payment plan cancellation administration charge.
If you wish to cancel your agreement at any point after the 30-day trial period, the full outstanding amount with be owed immediately and a £35.00 cancelation charge
Failure to pay any outstanding balances in clause 11.5 and clause 11.9 will result in your account transfer to a debt collection agency