At Clear Hear Solutions, we believe patients should feel fully informed and confident when purchasing hearing instruments.
The following Terms & Conditions explain our hearing instrument purchasing arrangements, warranties, aftercare services and voluntary returns policy.
We encourage all patients to read these terms before purchasing hearing instruments. A printed copy is also available to take home following your hearing assessment.
1. Hearing Instrument Purchases
Hearing instruments supplied by Clear Hear Solutions are purchased products and are not provided on a trial, rental or loan basis.
All hearing instrument purchases are recorded on a Hearing Instrument Supply Agreement, which is signed at the fitting appointment.
This agreement confirms the instruments supplied, purchase price, any applicable discounts, payment details, warranty periods and fitting date.
2. Our 60-Day Goodwill Returns Policy
Clear Hear Solutions offers a voluntary 60-day goodwill returns policy on hearing instruments purchased from our clinic.
We understand that hearing instruments are a significant investment. Should you decide that your hearing instruments are unsuitable or simply change your mind, you may request a return within 60 calendar days of your fitting appointment.
The 60-day period begins on the date your hearing instruments are fitted and supplied.
Your fitting date and final return date will be recorded on your Hearing Instrument Supply Agreement.
This policy is offered in addition to your statutory consumer rights.
3. Requesting a Return
If you are considering returning your hearing instruments, we strongly recommend contacting Clear Hear Solutions at least 10 calendar days before your 60-day return deadline.
This allows sufficient time to discuss any concerns, arrange an appointment and organise the return.
We recognise that circumstances can change, and customers may still request a return at any point within the full 60-day period.
To qualify under our voluntary returns policy, your request must be communicated to Clear Hear Solutions before the return deadline.
Once a return has been agreed, arrangements for returning the equipment will be confirmed.
4. Returning Your Hearing Instruments
Where possible, we recommend returning hearing instruments directly to our clinic by appointment.
This allows us to check the instruments and accessories, confirm their condition and arrange the refund.
If you are unable to attend the clinic, please contact us to discuss alternative arrangements.
Postal Returns
Where postal returns have been agreed:
- Hearing instruments must be securely packaged.
- We recommend using a tracked and insured postal service.
- Customers are responsible for arranging suitable postage.
- All supplied equipment and accessories should be included.
International Returns
Customers returning hearing instruments from outside the United Kingdom must ensure that the appropriate customs documentation is completed.
Items should be correctly declared as goods being returned to the UK, where applicable.
Incorrect customs documentation may result in delays, additional charges or the return of the parcel to the sender.
Please contact Clear Hear Solutions before arranging an international return so that suitable instructions can be provided.
5. Condition of Returned Hearing Instruments
Hearing instruments returned under our voluntary goodwill policy must be in good condition, allowing for reasonable use.
All supplied equipment should be returned, including hearing instruments, chargers, accessories and storage cases where applicable.
Missing equipment or significant damage beyond reasonable use may affect the refund available under our voluntary policy.
Any applicable deductions will be explained and must be reasonable and consistent with consumer law.
6. Refunds
Where hearing instruments are returned in accordance with our voluntary 60-day goodwill returns policy, a refund will be arranged following receipt and inspection of the returned equipment.
Refunds will normally be processed within 14 calendar days of receiving the returned equipment.
Refunds will be made to the original payment method wherever possible.
Where this is not possible, an alternative secure refund method may be agreed.
The hearing assessment fee arrangements outlined below will apply where relevant.
7. Hearing Assessment Fees
A professional hearing assessment is a separate service charged at £55.
Where this fee has already been paid separately, no additional hearing assessment fee will be deducted from a subsequent hearing instrument refund.
Where the hearing assessment fee has been discounted against the purchase of hearing instruments, £55 will be deducted from any refund made under our voluntary returns policy.
This represents payment for the professional hearing assessment already provided.
The applicable arrangement will be recorded on your Hearing Instrument Supply Agreement.
8. Hearing Instrument Warranty
Our hearing instrument packages include:
Five-Year Hearing Instrument Warranty
Hearing instruments are supplied with a five-year manufacturer’s warranty.
Two-Year Charger Warranty
Charging equipment is supplied with a two-year manufacturer’s warranty.
Both warranty periods commence from the fitting and supply date, with expiry dates recorded on your Hearing Instrument Supply Agreement.
Manufacturing Faults
Should a hearing instrument develop a suspected manufacturing fault, Clear Hear Solutions will arrange for the instrument to be assessed.
Where a manufacturing defect is confirmed, the instrument will be repaired or replaced as appropriate, in accordance with the manufacturer’s warranty.
Our standard procedure is to resolve manufacturing faults through repair or replacement.
Manufacturer warranties do not ordinarily cover accidental damage, loss, misuse or damage resulting from improper care.
9. Five Years of Professional Aftercare
Our hearing instrument packages include five years of professional aftercare from the date of fitting.
This includes:
- Hearing instrument adjustments and programming.
- Routine hearing instrument maintenance.
- Hearing instrument performance checks.
- Assistance with hearing instrument operation.
- Ear wax removal where clinically appropriate.
- Ongoing professional support.
- Follow up hearing assessments
Aftercare appointments are provided by arrangement and relate to the hearing instruments purchased from Clear Hear Solutions. We encourage pre-booked maintenance appointments.
10. Discounts and Promotional Offers
Any discounts or promotional offers applied to a hearing instrument purchase will be clearly recorded on the Hearing Instrument Supply Agreement.
The agreement will show the original package price, discount applied and final purchase price.
Where a purchase is returned under our voluntary 60-day goodwill returns policy, any refund will be calculated using the actual amount paid, rather than the original price before discounts.
Promotional offers cannot be exchanged for cash unless expressly stated.
11. Customer Responsibilities
Customers are encouraged to attend recommended follow-up appointments and contact Clear Hear Solutions promptly if they experience difficulties with their hearing instruments.
Hearing instruments should be used, cleaned and maintained in accordance with the manufacturer’s instructions.
Any suspected faults or performance concerns should be reported so that appropriate assistance can be arranged.
12. Your Statutory Consumer Rights
Our manufacturer’s warranties and voluntary 60-day goodwill returns policy are provided in addition to your statutory consumer rights.
Nothing in these Terms & Conditions excludes or restricts your rights under the Consumer Rights Act 2015 or other applicable consumer legislation.
Any statutory cancellation rights that apply to purchases made at a distance or away from business premises remain unaffected.
13. Contacting Clear Hear Solutions
If you have any questions about your hearing instruments, warranty, aftercare or returns, please contact us directly.
Clear Hear Solutions Audiology
33a High Street
Bridgwater
Somerset
TA6 3BG
Telephone: 07722 023005
We are always happy to explain our policies and answer questions before you make a purchase.
Last updated: November 2026