These terms and conditions are for Crystal Hearing Limited only.
If you are passed onto an affiliate company for them to supply hearing aids or accessories to you then please check their terms of sale, as they will vary.
Please read our Privacy Policy in regards to the processing of your details.
Our intention is to give honest, professional advice, and to work wholly ethically.
Hearing aids and accessories are supplied with a 60-day money-back guarantee or exchange option, provided that the hearing aids and any accessories are returned to us (in person or by insured post, at the buyer’s expense) in their original, undamaged condition (including packaging) within 60 days from the date of first supply, unless an extension has been agreed.
Cancellation fees (fitting fees and aftercare set-up):
The cancellation fee can be offset against an exchange (only one cancellation fee applies).
Custom ear-moulds: Custom ear-moulds are non-refundable and are usually £50–£100 per pair.
Refunds will be processed promptly upon safe return of all goods. We courteously ask that clients accept we must charge for our time having provided free hearing tests and trials.
Ongoing aftercare is included for 5 years after purchase unless otherwise stated on the purchase receipt. Thereafter service calls will be chargeable.
This allows us to maintain your hearing aids, to re-test your hearing, and to re-programme the hearing aids if needed.
Ear wax removal is included when maintaining your hearing aids only. For routine ear wax removal, e.g. for holidays, this is chargeable.
All hearing aids and accessories are supplied with a UK manufacturer’s warranty for repair of mechanical or physical fault, generally commencing from the date of order. This warranty allows for fault to be repaired or parts to be replaced free of charge within this period by the supplying manufacturer only.
If your hearing aids come with a 5-year warranty, please note this is not extended to charger units, accessories, or custom earmoulds.
Warranty includes in-built rechargeable hearing aid batteries.
Hearing aid accessory warranty is either 1 or 2 years varying between manufacturers.
Charger units come with 2-year warranty.
Custom earmould warranty varies between each manufacturer.
Oticon limit speaker wire replacements to 2 replacement wires within the warranty period (applied to RITE style only). Phonak now limit speaker wire replacements to 2 years even if the hearing aids have 5 year warranty.
International warranty varies between manufacturers. Please check this if moving or living abroad.
Liability for damage arising from accidental damage, misuse, water damage, or attempted repair by persons other than those authorised by us or the manufacturer, are all specifically excluded from the warranty. Please contact Crystal Hearing in the first instance of any damage.
Crystal hearing can supply postage labels to return hearing aids for repair to the manufacturer, but this is not insured post (for loss in transit) – see below
Replacement for loss is the client’s responsibility, including for loss in transit for repairs needs once your money back period expires.
Please insure your hearing aids against loss or accidental damage – Add as ‘SPECIAL ITEM – ALL RISKS’
We advise using your home contents insurance – or alternatively there is a company that specialises in insuring hearing aids (but it may cost more). AssetSure Insurance – for a free quote click here – please quote introducer number 100030)
Clients shall pay for insured (special delivery) post costs incurred by us to cover against loss of their hearing aids in the event of them having no insurance cover.
Hearing aid dispensers must be registered with the Health & Care Professions Council. For more information please visit
http://www.hcpc-uk.org/
Registered Hearing Aid Dispensers can use the post nominal letters RHAD.
Privacy consent – Certain data of yours may be transferred to hearing aid manufacturers in order for them to deliver, service and repair your hearing aid. The information that they typically receive is your audiogram (hearing profile), hearing aid fitting and usage data. If they are provided with contact information from Crystal Hearing Ltd, such as name, address, phone number or e-mail, they may use such information to communicate with you about delivery, questions, complaints, repair or service of your hearing aid. Recipients of transferred personal data are: (A) the manufacturer of the device supplied and / or other companies providing repair services, and they will only (i) get access on a need-to-know basis, and (ii) use the collected personal data to achieve the purpose it is collected for; and / or (B) governmental bodies if required by law or applicable regulation. As part of the processing personal data will be transferred outside of EU. In such case this will happen based on standard data protection clauses adopted by the EU Commission, cf. article 46(2)(c) of GDPR. Crystal Hearing will only otherwise use your data to ensure your aftercare is maintained, for the purpose of occasional news updates (of which you can freely unsubscribe), or for review requests.
Our more detailed privacy policy is here
These terms and conditions are for Crystal Hearing Limited only. Effective from 31st January 2020.
Our intention is to give honest, professional advice, and to work wholly ethically.
Please note delivery can take up to a week on average. This is because we order direct from the manufacturers to ensure your warranty is running from the date of order (as opposed to retailers who stock items, and the ‘manufacturers’ warranty is expiring on the shelf). Some of the manufacturers have stopped doing direct shipping, meaning they now send to us and we then send the item to you; other manufacturers import from their European stock centres. If you do not receive your item within 7 days please notify us.
Statutory right to cancel (online/phone orders – consumers only)
If you are a consumer and you buy online or by phone, you have a legal right to cancel your order within 14 days of receiving the goods. If you cancel within this period, we will refund the price of the goods and our standard delivery charge.30‑day money‑back guarantee (in addition to your legal rights)
We offer a 30‑day money‑back guarantee from the date of physical receipt of any item ordered, provided items are returned in their original/as‑new condition (including packaging). This guarantee does not affect your legal rights. For returns after the 14‑day statutory cancellation period, original delivery charges may not be refunded.
Return costs for change‑of‑mind / incorrect order
Unless your goods are faulty or ‘not as described’, you are responsible for the cost of returning them to us. You may return them using your chosen carrier, but you are responsible for tracking the delivery to ensure we receive the item/s.
Faulty or incorrect items sent by us
If we have supplied a faulty product or sent the wrong item, we will refund the full amount you paid, including delivery charges, and we will cover the cost of return postage.
For any discretionary refunds granted outside your statutory rights (for example, goodwill refunds after the 30‑day period), payment processing fees charged to us by PayPal or Stripe may not be refunded, as well as original postage costs.
Return address is – Crystal Hearing Limited, Unit S – Rose Industrial Estate, Marlow Bottom, Bucks, SL7 3ND
All hearing aid accessories are supplied with a 1 or 2 year UK manufacturers warranty as indicated clearly on each product page.
The warranty period commences from the date the manufacturer sends out the product/s. We order direct from the manufacturer upon receiving each order to ensure you warranty is not expiring prior to order – unlike some other ebay suppliers who stock items.
The warranty covers all costs by the manufacturer only for repair of mechanical or physical ‘fault’ within this period.
Liability for damage arising from accidental damage, misuse, water damage, or attempted repair by persons other than those authorised by us or by the manufacturer, are specifically excluded from the warranty, and if occurring may invalidate your warranty. Please contact Crystal Hearing in the first instance of any problems.
Cost of postage returns for faulty items is the responsibility of the customer.
Loss of, or damage to, accessories is not covered by us or the manufacturer.
Clients are responsible for damage to or loss of their accessories and we advise including items under home insurance if you have any concerns on this matter.
Clients shall pay for insured posting costs incurred by us to cover against loss of their hearing aid accessories in transit, if their items are not covered by their own insurance.
The above clauses do not affect your statutory rights
Your ear wax removal will be carried out by a trained clinician working to industry standard protocols. Wax removal may be done via micro-suction, irrigation /syringing, and / or dry tool extraction – whichever the clinician deems most appropriate based on the wax you present and your answers to this form.
Incidents during ear wax removal are uncommon, however:
Minor complications that can occur which are deemed acceptable include: minor nicks or scratches to the ear canal which can also lead to minor bleeding, soreness, mild discomfort and short-term ringing in the ear (tinnitus). To minimise such risk please remain still, and immediately notify the clinician of any physical discomfort, or sensitivity to noise level. Clients should also inform the clinician of any discomfort or likely sudden movements, for example if likely to sneeze or cough.
More serious / long term risk can occur if the client does not (or cannot) remain adequately still, or notify the clinician of discomfort (physical and or noise). Do not tolerate discomfort.
All equipment is sterilised or is single use only to keep infection risk to a minimum; however, there is always a risk that infection can set in once the client leaves the premises. Please contact the clinician for a free follow-up visit should you experience any discomfort, swelling, or discharge, etc.
The CE marked micro-suction unit is designed to remove fluids from the airway or respiratory system and infectious materials from wounds. It has been adapted for aural micro suction and following risk assessment this has been approved by Barry Fenton professional indemnity insurance brokers. Representatives of Crystal Hearing are insured for professional indemnity.
Consultations may be audio‑recorded to help us create accurate clinical notes. Recordings may be processed by a secure third‑party transcription/AI service. We do not use them for marketing, and our copies are deleted once your notes are finalised, although the external service may retain limited data under its own policies. You may withdraw consent for audio recording at any time after submitting this form.
Children
We cannot see anyone under 18 years old due to UK regulation and this must be adhered to. Please be honest about your childs age as it would put us at great risk if we undertook ear wax removal and something went wrong. Please contact a company with Pediatric training.
For Marlow try Paula Cook Audiology (in Wooburn Green) or Aston Hearing (in Amersham).
See also our company Privacy Policy for how we may use your details
The above clauses do not affect your statutory rights
