Terms & conditions

Hearing Aid Terms & Conditions

Last updated: Sept 2026

At Hearbrite, our hearing care service is about considerably more than supplying hearing aids.

When you decide to proceed with hearing aids, you are making a commitment to improving your hearing and communication. In return, we commit to working with you through assessment, fitting, rehabilitation and ongoing aftercare to find the most appropriate hearing solution for your individual needs.

These Terms apply to hearing aids and associated professional hearing care supplied by Hearbrite Hearing Care in our clinics and through our domiciliary service.

Nothing within these Terms affects your statutory consumer rights.

1. The Hearbrite Rehabilitation Programme

Following your hearing assessment and consultation, we will recommend the hearing solution that we believe is most appropriate for your hearing, lifestyle and communication needs.

Hearing is highly individual and it is not always possible to establish the optimum solution from an assessment alone.

The first hearing aids fitted may require further adjustment or, occasionally, may not ultimately prove to be the most appropriate solution.

If this happens, we will work with you to explore reasonable alternatives.

As an independent hearing care provider, we are able to consider appropriate technology from a range of manufacturers.

Your Rehabilitation Programme may therefore include:

• further programming and optimisation;
• changes to receivers, domes or earmoulds;
• physical fitting adjustments;
• additional hearing or listening assessments;
• counselling and communication advice;
• assessment of real-world listening difficulties;
• alternative hearing aid models or technology; or
• consideration of another manufacturer where clinically appropriate.

There is no predetermined number of rehabilitation appointments.

Some patients require very little adjustment. Others may require several appointments before the optimum solution is established.

This is a normal part of professional hearing rehabilitation.

Realistic Hearing Expectations

Hearing aids are designed to improve access to sound and communication, but they cannot restore normal hearing or guarantee satisfactory hearing in every listening environment.

Some patients experience significant difficulty understanding speech in background noise, even when using advanced hearing technology.

Where appropriate, Hearbrite may undertake additional assessments, including speech-in-noise testing, to help identify these difficulties and establish realistic expectations.

The results of these assessments, together with your individual hearing needs, will help guide our recommendations and rehabilitation programme.

We will explain the anticipated benefits and limitations of the recommended hearing solution and work with you to achieve the best reasonably attainable outcome.

2. Your Commitment

Successful hearing rehabilitation requires participation from both Hearbrite and the patient.

Hearbrite commits to providing reasonable professional support and exploring appropriate clinical options where the initial solution does not achieve the expected outcome.

In return, we ask patients to use their hearing aids as advised, attend agreed rehabilitation appointments, provide open feedback and allow Hearbrite reasonable opportunity to investigate and address any difficulties.

Our Rehabilitation Programme is designed to find the most appropriate hearing solution rather than simply providing hearing aids to “try and see how they sound”.

3. Price and Payment

The total price of your hearing care package will be explained and agreed before hearing aids are ordered.

Unless specifically stated otherwise, the quoted price includes the hearing aids together with the professional assessment, fitting, rehabilitation and Lifetime Aftercare associated with your hearing care package.

Full payment is due at the hearing aid fitting appointment unless an alternative payment arrangement has been discussed and agreed with your Hearbrite audiologist.

For hearing aids fitted in one of our clinic locations, full payment will normally be required before the patient leaves the clinic with the hearing aids.

For domiciliary patients, payment is also due at fitting unless otherwise discussed and agreed with the patient’s audiologist.

An audiologist may use their discretion to agree an alternative payment arrangement where they consider this appropriate.

Payment does not end rehabilitation.

Payment for your hearing care package does not mean that Hearbrite considers your rehabilitation complete or that you are required to accept the first hearing aids fitted if they subsequently prove unsuitable.

Our commitment to rehabilitation and finding the most appropriate hearing solution continues after payment.

4. Returns and Exceptional Goodwill Arrangements

Hearbrite’s hearing care service includes professional assessment, consultation, hearing aid selection, fitting, rehabilitation and ongoing support.

Our Rehabilitation Programme is intended to help patients achieve the most appropriate hearing solution for their individual needs.

Returns after the statutory cancellation period

Once any applicable statutory cancellation period has expired, hearing aids cannot normally be returned for a refund simply because a patient changes their mind or no longer wishes to use them, unless a separate contractual or statutory right applies.

Where a patient experiences difficulties with their hearing aids, Hearbrite will investigate their concerns and provide appropriate professional support in accordance with our Rehabilitation Programme and applicable consumer law.

Exceptional goodwill returns

In circumstances where a patient has no remaining statutory or contractual entitlement to a return, Hearbrite may, at its discretion, agree to accept the return of hearing aids as a gesture of goodwill.

Any such arrangement will be considered individually and agreed in writing.

Where legally permissible, Hearbrite may retain a reasonable and proportionate amount from the agreed goodwill refund to reflect professional services already provided and genuine costs incurred, up to a maximum of £500.

This is not an additional charge on top of the agreed hearing care package price, nor is it an automatic cancellation fee.

Any amount retained will depend on the individual circumstances and the terms of the goodwill arrangement.

The goodwill return policy does not restrict statutory cancellation rights or any other rights available under consumer legislation.

5. If Your Hearing Solution Is Not Meeting Your Needs

We recognise that adapting to hearing aids can take time and that some listening situations may remain challenging despite appropriate technology and professional rehabilitation.

Where a patient experiences difficulties, Hearbrite will investigate their concerns and consider appropriate adjustments, additional rehabilitation or alternative hearing solutions.

We ask patients to give Hearbrite a reasonable opportunity to investigate and address any difficulties, without limiting any statutory rights or remedies.

Where a patient believes their hearing aids are faulty, unsuitable for a particular purpose made known to Hearbrite, or otherwise do not meet applicable legal requirements, their concerns will be assessed individually and in accordance with consumer legislation.

If Hearbrite concludes that it cannot provide a clinically appropriate hearing solution, we will discuss the available options, including any applicable statutory remedies and, where appropriate, an agreed return or refund.

The exceptional goodwill return policy is separate from the patient’s statutory rights and will not be used to reduce any refund or remedy required by law.

6. Clinic Purchases

Where an agreement is genuinely entered into at one of our clinic locations or other qualifying business premises, there is not normally an automatic statutory 14-day cooling-off period simply because the patient subsequently changes their mind.

The fact that fitting or subsequent rehabilitation may take place in the patient’s home does not, by itself, change a contract entered into at the clinic into an off-premises contract.

Although there is not normally an automatic statutory change-of-mind cancellation right for qualifying clinic purchases, Hearbrite remains committed to providing appropriate rehabilitation and investigating concerns about hearing aid performance or suitability.

Any voluntary return agreed outside applicable statutory or contractual rights will be considered under our Exceptional Goodwill Returns policy in Section 4.

Your statutory consumer rights remain unaffected.

7. Domiciliary and Off-Premises Purchases

Where your agreement with Hearbrite is entered into in your home or otherwise constitutes an off-premises contract, additional rights may apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where applicable, you will normally have a statutory 14-day cancellation period.

For a sales contract involving hearing aids, this period will generally end 14 days after the day on which the goods come into your physical possession.

Hearbrite will provide qualifying domiciliary patients with the required cancellation information and cancellation form.

Where you expressly request professional hearing care services to begin during an applicable cancellation period, different rules may apply to services supplied before cancellation.

Hearbrite’s Exceptional Goodwill Returns policy in Section 4 is separate from statutory cancellation rights and does not apply as an automatic deduction when a patient exercises those rights.

Any deductions or charges following statutory cancellation will be assessed strictly in accordance with applicable consumer legislation, including the rules governing goods and any professional services commenced during the cancellation period.

Certain genuinely bespoke or clearly personalised products may be treated differently under consumer legislation. Where we believe this applies to a particular product, this will be explained before it is ordered.

8. Manufacturer’s Warranty

The warranty applicable to your individual hearing aids will be confirmed in your hearing aid documentation.

Hearing aids supplied by Hearbrite will commonly include a two to five-year manufacturer’s warranty, warranty periods can vary according to manufacturer and product.

Manufacturer warranties normally cover qualifying manufacturing faults and repairs in accordance with the manufacturer’s terms.

They do not normally cover loss, neglect, misuse or accidently damage unless specifically stated.

A manufacturer’s warranty is additional to, and does not replace, your statutory consumer rights.

9. Hearbrite Lifetime Aftercare

Hearing aids supplied by Hearbrite include Lifetime Aftercare for the working life of the hearing aids.

This normally includes, where reasonably required:

• ongoing professional hearing care and hearing reviews;
• hearing aid programming and optimisation;
• cleaning and routine servicing;
• advice concerning hearing aid use and maintenance;
• review of changing hearing and listening requirements;
• appropriate connectivity support; and
• assistance with manufacturer repairs and warranty claims.

For patients receiving our domiciliary service, Lifetime Aftercare includes appropriate home visits while the patient continues to live within Hearbrite’s normal operating area.

Lifetime Aftercare does not mean that the hearing aids themselves carry a lifetime warranty.

10. Your Statutory Rights

Nothing within these Terms excludes or restricts your statutory consumer rights.

Goods supplied by Hearbrite must comply with applicable consumer legislation, including relevant requirements concerning satisfactory quality, description and fitness for purpose.

Professional services must be provided with reasonable care and skill.

Where goods are faulty or services do not meet applicable statutory standards, you may have legal remedies regardless of payment, Hearbrite’s Rehabilitation Programme, manufacturer’s warranty or Lifetime Aftercare.

11. Complaints

If you are unhappy with any aspect of your hearing care, please tell us as soon as possible so that we have an opportunity to investigate and resolve your concerns.

Our formal Complaints Procedure is available on request.

Making a complaint does not affect your statutory rights.

12. Privacy

Hearbrite processes personal and health information in accordance with applicable UK data protection legislation and our Privacy Policy.

13. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Nothing within these Terms removes any mandatory consumer protection to which you are entitled.