Terms and Conditions
Terms of sale for Hearing Aids and Hearing Aid Accessories
These terms and conditions are for Natural Hearing Limited only. Effective from June 19th 2018. If you are passed onto an affiliate company for them to supply products to you then please check their terms of sale, as they will vary.
Our intention is to give honest, professional advice, and to work wholly ethically.
60 day money back guarantee
Your hearing aids and accessories are supplied with a 60-day money back guarantee or hearing aid exchange, provided that the hearing aids and accessories are returned to us (in person or by insured post) in their original / as new condition (including packaging) within this period. We will work with you within this period to try and get the best results from the chosen hearing aids. £50 will be retained for this service. Custom ear-moulds are non-refundable and are usually about £50. Refunds are processed promptly (delays made occur for items not returned in requested condition).
Ongoing aftercare is included unless otherwise stated on the purchase form.
For home appointments aftercare is limited to 5 years (or 2 years for sales under £1200). Service charges apply thereafter.
All hearing aids and accessories are supplied with a UK manufacturers 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 manufacturer only.
Items NOT covered: Ear-moulds for BTE hearing aids. Custom shells for RIC hearing aids are limited to 2 year warranty regardless of any warranty extension on hearing aids.
International warranty is either 1 or 2 years. Please check 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 by the manufacturer, are specifically excluded from the warranty. Please contact Crystal Hearing in the first instance of any damage.
Loss & Damage of Aids
Please insure your hearing aids against loss or accidental damage.
We first advise using your home contents insurance – or alternatively here is a company that specialises in insuring hearing aids (but it may cost more).
AssetSure Insurance – for a free quote please get in touch with us.
Clients shall pay for insured 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
Registered Hearing Aid Dispensers can use the post nominal letters RHAD.
The above clauses do not affect your statutory rights