60 Day Money Back Guarantee Terms and Conditions

We, Hidden Hearing Limited of Meadow House, Medway Street, Maidstone, Kent ME14 1HL, offer the following 60-day money back guarantee which is in addition to your legal rights and does not affect them.

If you change your mind about a hearing aid within 60 days of it being fitted, please contact us to arrange for a full refund. This 60-day period starts on the day that the hearing aid is fitted.

This money-back guarantee only applies to hearing aids and their peripheral devices and does not include other accessories (such as domes, wax filters, batteries, telephones etc.) or services purchased in any of our stores or clinics.

To exercise this right of cancellation you can write to us at Hidden Hearing, Meadow House, Medway Street, Maidstone, Kent ME14 1HL or to email us at contact@hiddenhearing.co.uk with a clear statement that you wish to return your hearing aid and claim a full refund. However, we will accept your right to cancellation verbally by speaking to one of our Hearing Aid Dispensers. You can also exercise this right in-clinic but not via a third party. If a third party tries to exercise this right on your behalf, we will write to you to confirm your wish before proceeding.

You can also use the ‘Notice of Cancellation’ form attached to your contract that you would have received with your hearing aids. This must be posted or emailed back to us at the above address.

In order to receive a full refund, we must have received notice of your right to cancellation, or you must have expressed your wish to cancel on the phone to us or in-clinic before the end of the 60-day money-back guarantee period. If you have written to us, we will contact you by phone (or your preferred contact method) to acknowledge your refund request and to see if we are able to resolve the problems you may be experiencing with the aids that have led to your requesting a refund.

After exercising your right to cancellation, you must return the hearing aid(s) so that a refund can be processed. The refund should be completed with a Hearing Aid Dispenser, either via a collection or a clinic. Visiting sites will not accept hearing aids on our behalf, so if you wish to claim your refund at one of our visiting sites, you will need to make an appointment there. You will receive written refund confirmation in the form of a receipt for the hearing aids or a receipt to show that the refund has been processed by the Hearing Aid Dispenser or clinic. If the refund has to come from head office (for example by cheque), then confirmation will be posted to you once complete.

We strongly discourage you from sending your hearing aids to our head office without having discussed the refund with a Hearing Aid Dispenser first as this will delay the refund process.

We shall make the repayment using the same method you used in the original transaction unless we have expressly agreed otherwise.

If you entered into a credit agreement at the time of purchasing the hearing aids, we will advise the finance company to cancel the agreement. They are then responsible for returning all monies paid directly to you. Any partial payment made to us will be processed by us directly.

We will not charge you any repayment or administration fees when processing a refund. This does not include credit card fees or charges from your bank to which you may be subject.

We may reduce or refuse your refund of the price to reflect any reduction in value of the hearing aid if this has been caused by your handling of it in an unacceptable way or you have carelessly damaged it by not using it appropriately and for its intended purpose.

This guarantee is only offered to consumers resident in England, Scotland, Wales and the Channel Islands. If you have any questions about this guarantee or how to exercise it, please email us at contact@hiddenhearing.co.uk or telephone our customer service team on 0800 7408 796.