You are here:

Shop terms and conditions

This page (together with our website terms and conditions) gives you information about Action on Hearing Loss and the legal terms and conditions on which we sell the products listed on our website.

a In these terms and conditions (the “Terms”): ‘you’ or ‘your’ means the person ordering products published on this website; and ‘we’, ‘us’ or ‘our’ means The Royal National Institute for Deaf People trading as Action on Hearing Loss, a company limited by guarantee registered under company no. 454169 and a charity registered under nos. 207720 (England and Wales) and SC038926 (Scotland), whose registered address is 19-23 Featherstone Street, London, EC1Y 8SL. Our VAT registration number is: 564524337.

b These Terms apply to any order you place for products published on this website. Please read these Terms carefully and make sure that you understand them before ordering any products from our website. We amend these Terms from time to time; every time you wish to order products, please check these Terms to ensure that you understand the terms and conditions applicable at that time. Please note that before placing an order you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to order any products from our website. You should print a copy of these Terms or save them to your computer for future reference. These Terms and any contract formed between you and us are only in the English language.

a To place an order with us, please follow the instructions in the Checkout section of this website.

b Any order you place with us is an offer for you to buy products. We accept that offer when we receive your payment, not before.

c If we cannot provide the product/s you order, we will give you the option to cancel your order or receive an alternative product/s. If necessary we may cancel your order, or you may cancel it before we have sent the product/s to you (see Clause 6 for more on your cancellation rights). If you have already paid for the product/s, we will refund you in full.

a Prices shown do not include the cost of postage and packing; these charges are shown in the Delivery Information section of our website and during the order process.

b Although we do our best to ensure that prices are correct on our website, we will from time to time amend our prices. Before we send the product/s to you, we will tell you about any change in the prices of any product/s you have ordered or the cost of the postage and packing. We will give you the option to cancel your order. If we are unable to contact you using the contact details you provide during the order process, we will treat your order as cancelled.

c You can pay for your product/s using any one of the payment cards indicated during the order process. Your card will be debited when your order is dispatched. When paying by credit card or debit card, the person placing the order must be the credit card or debit card holder or have the card holder’s authorisation. If the card holder later denies authorisation, you may be charged with a criminal offence.

d Prices shown include VAT (the rate will be as issued by the UK government at the time of purchase unless we say otherwise). Please read the ‘VAT Exemption’ section for more information on whether you need to pay VAT.

a Please read our Delivery Information for our delivery charges and times. All delivery times quoted are, however, estimates and we cannot be held responsible for any failure to deliver within any quoted delivery time.

b If your product/s are not delivered within 14 days, you will be entitled to a full refund (including the cost of any postage and packing).

c We will always deliver products to you or contact you using the contact details you provide during the order process, unless you tell us otherwise.

d It is your responsibility to ensure that someone will be available to accept delivery at the delivery address you provide. Items sent by courier must be signed for; if there is no one to take delivery, the courier will leave a card and you will need to contact the courier to arrange delivery.

e Delivery outside of the UK may be subject to import duties and taxes applied when the delivery reaches its destination; you will be responsible for the payment of any such charges.

a If you do not receive your product/s within 14 days of the date of our email to you confirming dispatch, please tell us in writing immediately.

b If the product/s you receive are damaged in transit, please tell us in writing immediately. We will send you a replacement with no charge, or provide you with a refund, for any products that prove to be damaged, faulty or incomplete when they were delivered to you, but you must return the damaged product/s, together with all the packaging, for us to inspect. We will refund the postage and packing costs of you returning the product/s. Please see Clause 8.

c As long as you meet the conditions set out in this clause, and any product/s you return prove to be damaged, faulty or incomplete, we will replace the product/s with no charge. However, please remember that we will not have to make good any shortage, damage or fault if you do not return the products together with all of the packaging for us to inspect.

a If you are a consumer, you have a legal right to cancel an order, or return it, within a period of 14 days after the day on which you receive it (or the last instalment if you receive your order in multiple deliveries). If you cancel within this period you will be given a full refund (including the original delivery costs of any postage and packing paid). If we have already despatched your order, you will be responsible for the return postage and packing (unless you are returning the products because they are damaged, faulty or incomplete;  please see clauses 5 and 9 for more information on returning products that are damaged, faulty or incomplete).

b Exclusions to your right to cancel – Your right to cancel does not apply to (i) products that have been made to your specifications or personalised; (ii) sealed goods that have become unsealed after delivery and are not suitable for return due to health protection or hygiene reasons; (iii) goods which you have damaged or you have used, other than to assess whether they are satisfactory; or (iv) sealed audio products which have become unsealed after delivery.

c How to cancel – To cancel your order, you can call, fax or email our Customer Service Team or notify us in writing by post to Action on Hearing Loss, York House, Wetherby Road, York YO26 7NH. You can use our Cancellation Form to notify us if you decide to cancel your order. If you notify us of cancellation by fax, post or email, your cancellation is effective from the date you send your notice to us.

a We offer a 28-day money-back guarantee. This guarantee only applies to certain products and the exclusions set out at Clause 6b also apply to this guarantee; if you are unsure whether this guarantee applies to any product/s, please check with our Customer Service Team before returning them to us.

b You will need to return products to which the guarantee applies with their original packaging, any instruction sheets and in an ‘as new’ condition including all parts, with a completed Returns Form. Please see Clause 8. We will then exchange the product/s or give you a refund on the product/s only.

c If you return any product/s outside the 28-day period, and/or damaged, we will be unable to give you a refund.

d Nothing in these Terms affects any rights you have under the Consumer Contracts Regulations 2013 or any of your other legal rights.

a Returns – You must return the product/s to us no later than 28 days after the day on which you received your order and you will bear the cost of the return postage and packing unless the product/s are being returned because they are damaged, faulty or incomplete (please see clauses 5 and 9). If the product/s cannot be returned by post, we estimate that if you use the courier that delivered your order to you, these costs should not exceed the sums we charged you for delivery.

b All returns must be sent with a filled-in Returns Form, which you will find enclosed with your order. If you do not send us a Returns Form, we may not be able to process your return. We cannot be held responsible for any product/s you return until we receive them. We recommend that you get proof, from the postal service provider, that you have posted products to us, or send them by recorded delivery. All products to be returned must be sent to our returns address (Action on Hearing Loss, York House, Wetherby Road, York YO26 7NH). We try our best to make sure that we process returns within 10 working days of receiving them. Please remember that products returned using Royal Mail can take up to 14 days to reach us.

c Refunds – If you are entitled to a refund, we will refund you within 14 days after the day on which we receive the product/s back from you or, if earlier, the day on which you provide us with evidence that you have sent the product/s to us or, where you have not received your order, 14 days after you have informed us in accordance with Clause 5 that you have not received your order. We will refund you by the same method as you used for payment, unless you agree otherwise.

a If you are a consumer, we are under a legal duty to supply goods that conform to the description provided to you before you placed your order; advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards Office.

b We warrant that when products are delivered they will match their description, be free from faults and fit for their purpose for at least 12 months. If within 12 months from the date of delivery you find that the product/s are faulty or not fit for their intended purpose, you have the right for the product/s to be repaired or replaced (at our discretion) or, if this is not practical, to receive a full or partial refund (unless we can show that the product/s were fit for their purpose during this period of time).

c Some products are covered by a longer warranty period; please contact our Customer Service Team for details.

d Our warranty periods do not cover faults due to fair wear and tear, deliberate damage, negligence, abnormal storage or working conditions, failure to follow the manufacturer’s instructions (whether verbal or in writing), misuse or the product/s being altered or repaired without our permission.

e You are responsible for returning the products to us and we will reimburse your reasonable costs in doing so.

f You must make sure that any product/s you return to us are adequately packaged and accompanied by a filled-in Returns Form or other proof of ownership. If you return any product/s without a Returns Form or any other proof of ownership, we may not be able to identify you as the owner and so may not be able to accept the returns or send the product/s back to you. If so, we will store the product/s for 28 days, after which (if they are not claimed) you authorise us to safely dispose of them on your behalf.

a Repair services are available for some of our products outside of warranty; for more information on which products this applies to, please speak to our Customer Service Team. When you return product/s for repair that are not under warranty, you must clearly state why you are returning them and give us full details of the problems you are having with the product/s. You will bear the cost of sending the product/s to us at our returns address (Action on Hearing Loss, York House, Wetherby Road, York YO26 7NH).

b We only agree to repair products if it is economical to do so. If we do not think it is economical to repair the product/s, we will tell you this in writing and give you 30 days to confirm how you want us to dispose of the product/s in question. If you do not respond within 30 days, you authorise us to dispose of the product/s safely on your behalf.

c We will tell you the estimated cost of the repairs. We will not begin the repairs until we have received your written confirmation to go ahead. If we do not receive a written confirmation from you within 60 days of our estimate, we will assume that you do not want us to go ahead with the repairs. If you do not want to go ahead with the repairs after receiving our estimate, or if we do not hear from you within 60 days of our estimate, we will charge you a standard administration fee of £15 to cover the inspection and the cost of returning the product/s to you.

d For us to carry out a full inspection service, we recommend that you return all accessories with the product/s so that we can test all parts. We will not be responsible for any missing parts that may be affecting the performance of your product/s.

e We will not release any repaired product/s to you until you have paid for the repair. Unless we agree otherwise, if you do not pay for any repair within 30 days of the payment becoming due, you authorise us to sell the product/s to cover the repair costs. We will send you any amount of money that may be left over following sale of the product/s after we have deducted our repair costs. 

a You will become responsible for what happens to products as soon as you have received them.

b You will not become the legal owner of any product/s until you have paid for them in full. If you have not paid for any product/s, we may refuse to accept further orders from you and we may take legal action against you.

c In line with current Waste Electrical and Electronic Equipment (WEEE) legislation, we are not responsible for the costs of collecting and treating non-household WEEE. You can get more information on environmentally responsible WEEE disposal and nearby recycling facilities from the Recycle More website.

a Any clause in these Terms that tries to remove or limit your protection under the Unfair Contract Terms Act 1977 and the Unfair Terms in Consumer Contracts Regulations 1999, or our liability under the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982 (as amended by the Sale and Supply of Goods to Consumers Regulations 2002) will be interpreted so as to remove such limitation or exclusion.

If you are a business:

b We will not be liable to you because of: any statement we make that is not expressly set out in these Terms (unless fraudulent), or any implied warranty, condition or other term; or any duty at common law (including any tortious act or omission, or negligence); or for any indirect, special or consequential loss or damage (whether for loss of profits or otherwise), costs, expenses or other claims for compensation whatsoever; which arise out of or in connection with us selling any product/s to you.

c Our total liability to you in respect of all losses arising in connection with your purchase of any product/s from us shall in no circumstances exceed the price of the product/s ordered by you.

d Nothing in these Terms removes or limits our liability for: death or personal injury caused by our negligence or breach of duty; fraud or fraudulent misrepresentation; breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or defective products under the Consumer Protection Act 1987.

If you are a consumer: 

e If we fail to comply with these Terms, we are responsible for any loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we contracted to supply the product/s to you.

f We only supply products to you for domestic and private use. You agree not to use the product/s for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

g Nothing in these Terms removes or limits our liability for: death or personal injury caused by our negligence or breach of duty; fraud or fraudulent misrepresentation; breach of the terms implied by sections 12-15 (title and quiet possession; description; satisfactory quality and fitness for purpose; and samples) of the Sale of Goods Act 1979; or defective products under the Consumer Protection Act 1987.

a As a responsible organisation, we comply with the Data Protection Act 1998 (the “Act”). We are registered under the Act with registration number Z6590889.

b We will not share your details with other organisations other than companies we appoint to provide services to you on our behalf (such as processing certain financial transactions and delivering products to you), but always on the understanding that they keep your personal information confidential and secure and that it is used only for those purposes. Please read the Privacy and Data Protection section of our website for more information on your data protection options.

If you would like to contact us to make a complaint, please contact our Customer Service Team. Please read our Complaints Policy for more information, which can be requested from our Customer Service Team.

a If any court or relevant authority decides that any part of these Terms is not valid or cannot be enforced in whole or in part, this will not affect any other part of the Terms.

b We can transfer, assign, novate or subcontract all or some of our rights and responsibilities under these Terms to any other organisation.

c Any person other than you and us has no rights to enforce any of these Terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

d These Terms are governed by English Law, meaning that any dispute arising in relation to these Terms or to any product/s you purchase from our website shall be governed by English law.

If you are a business:

e You and we irrevocably agree that the courts of England shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or any product/s purchased through our website (including non-contractual disputes).

If you are a consumer:

f You and we agree that the courts of England and Wales shall have non-exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or any product/s purchased through our website (including non-contractual disputes). However, if you are a resident of Northern Ireland you may bring proceedings in Northern Ireland and if you are a resident of Scotland you may bring proceedings in Scotland.

More...