Terms & Conditions
Last Updated: 30th October 2025
General Information
These terms and conditions (the “Terms and Conditions”) govern the use of audiologyexpress.co.uk (the “Site”). This Site is owned and operated by Audiology Express Ltd. This Site is an ecommerce website.
By using this Site, you indicate that you have read and understand these Terms and Conditions and agree to abide by them at all times.
These terms and conditions contain a dispute resolution clause that impacts your rights about how to resolve disputes. Please read it carefully.
Intellectual Property
All content published and made available on our Site is the property of Audiology Express Ltd and the Site’s creators. This includes, but is not limited to images, text, logos, documents, downloadable files and anything that contributes to the composition of our Site.
Acceptable Use
As a user of our Site, you agree to use our Site legally, not to use our Site for illegal purposes, and not to:
- Violate the intellectual property rights of the Site owners or any third party to the Site;
- Hack into the account of another user of the Site; or
- Act in any way that could be considered fraudulent.
If we believe you are using our Site illegally or in a manner that violates these Terms and Conditions, we reserve the right to limit, suspend or terminate your access to our Site. We also reserve the right to take any legal steps necessary to prevent you from accessing our Site.
Accounts
When you create an account on our Site, you agree to the following:
- You are solely responsible for your account and the security and privacy of your account, including passwords or sensitive information attached to that account; and
- All personal information you provide to us through your account is up to date, accurate, and truthful and that you will update your personal information if it changes.
We reserve the right to suspend or terminate your account if you are using our Site illegally or if you violate these Terms and Conditions.
Sale Of Goods
These Terms and Conditions govern the sale of goods available on our Site.
The following goods are available on our Site:
- Hearing Aids
- Hearing Aid Accessories
- Hearing Aid Parts & Supplies.
We are under a legal duty to supply goods that match the description of the good(s) you order on our Site.
These Terms and Conditions apply to all the goods that are displayed on our Site at the time you access it. This includes all products listed as being out of stock. All information, descriptions, or images that we provide about our goods are as accurate as possible. However, we are not legally bound by such information, descriptions, or images as we cannot guarantee the accuracy of all goods we provide. You agree to purchase goods from our Site at your own risk.
We reserve the right to modify, reject or cancel your order whenever it becomes necessary. If we cancel your order and have already processed your payment, we will give you a refund equal to the amount you paid. You agree that it is your responsibility to monitor your payment instrument to verify receipt of any refund.
Payments
We accept most major credit and debit cards and PayPal.
When you provide us with your payment information, you authorise our use of and access to the payment instrument you have chosen to use. By providing us with your payment information, you authorise us to charge the amount due to this payment instrument.
If we believe your payment has violated any law or these Terms and Conditions, we reserve the right to cancel or reverse your transaction.
Shipping & Delivery
When you purchase goods from our Site, the goods will be delivered through one of the following methods:
Hearing Aid Orders:
- Royal Mail Special Delivery – Next Day Delivery
Other Products
- Royal Mail Tracked 48 – 4-5 business days
- Royal Mail Tracked 24 – 2-3 business days
Please note that the time estimates do not include the time between placing your order and dispatch. We aim to dispatch your order as soon as possible but dispatch times can be up to 10 working days for hearing aid orders and up to 2 working days for all other orders.
Delivery will take place as soon as reasonably possible, depending on the delivery method selected. Delivery times may vary due to unforeseen circumstances. Please note that delivery times do not include weekends and bank holidays.
Delivery charges will be calculated at checkout. Please ensure that you are happy with the quoted amount prior to placing an order with us.
You are required to provide us with a complete and accurate delivery address, including the name of the recipient. We are not liable for the delivery of your goods to the wrong address or wrong person as a result of you providing us with inaccurate or incomplete information.
Further information regarding our delivery procedure can be found here.
Your Right To Cancel
If you are a customer living in the United Kingdom or the Eurpoean Union you have the right to cancel your contract to purchase goods from us within 14 days without giving notice. The cancellation period:
- Will end 14 days from when you receive, or someone you nominate receives, the goods when you purchased good(s) in one order that are all delivered together
- Will end 14 days from when you receive, or someone you nominate receives, the last good when you purchased goods in one order that are delivered separately
To exercise your right to cancel you must inform us of your decision to cancel within the cancellation period. To cancel, contact us by email at support@audiologyexpress.co.uk or by post at 20 Wenlock Road, London, England, N1 7GU.
The right to cancel does not apply to:
- Custom or personalised goods
If you cancel your contract with us and goods have already been sent to you, then you must return the goods to us as soon as possible after informing us of your decision to cancel. You will be responsible for the cost of returning the goods. We will not be responsible for any damage or loss to the goods that occurs before they are returned to us, including while the goods are in transit.
If you cancel your contract with us, we will reimburse to you all payments we received from you under the contract, including the costs of delivery, except for any supplementary delivery charges resulting from your choice of a delivery type other than the least expensive type of standard delivery that we offer. Please note that we are permitted by law to reduce your reimbursement to reflect any reduction in the value of the goods that was caused by handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
We will provide the reimbursement without undue delay and no later than the earlier of 14 days after we receive back from you any goods supplied or 14 days after you provide proof that you have returned the goods. If no goods were supplied, then we will provide the reimbursement no later than 14 days after the day we were informed of your decision to cancel.
We will make the reimbursement using the same form of payment as you used for the initial purchase unless you have expressly agreed otherwise. You will not incur any fees because of the reimbursement.
This right to cancel and to reimbursement is not affected by any return or refund policy we may have.
Returns & Refunds
Return requests must be made within 60 days after receipt of your goods. To arrange a return you must email us at support@audiologyexpress.co.uk to receive directions on how to return your order to us for a refund.
Refunds do not apply to the following goods unless unopened in the original, sealed packaging
- Hearing Aid Wax Filters;
- Hearing Aid Domes
- Hearing Aid Receivers
- Hearing Aid AccessoriesÂ
Hearing Aid Orders
Your Responsibilities
By ordering hearing aid/s from us you are confirming that:
- You are aged 18 or over.
- You have had a hearing assessment within the past 3 months which included at a minimum: case history, otoscopy (visual inspection of your outer ear, ear canal and tympanic membrane) & audiometry (hearing test).
- Your ears have been confirmed to be free from wax or other obstructions
- You are aware that you are purchasing hearing aids only, programmed to your audiogram, with aftercare included only as detailed below.
After placing an order you must complete a medical questionnaire and send your most recent audiogram to us before your hearing aid order will be accepted. If we do not receive this information within 7 days of your order being placed we will cancel your order and refund any payments received.
Aftercare
Upon receipt of your hearing aids they will have been programmed to the audiogram submitted to us after placing your order.
After receipt of your hearing aids you are entitled to request up to 2 remote appointments for fine-tuning your hearing aids settings. To arrange an appointment please email us at support@audiologyexpress.co.uk. These appointments must be arranged within 60 days of delivery of your hearing aids.
We recommend that in addition to these virtual adjustments you visit a local, independent audiologist in order to have your hearing aids adjusted to REMs (real ear measurements). This is the gold-standard for hearing aid programming and ensures that they are performing optimally. This procedure is not currently available as a remote service. All hearing aids sold by Audiology Express Ltd are able to be connected to and adjusted by any audiology provider within the UK.
Warranties
The following manufacturer warranties apply to hearing aid purchased through our site:
- Oticon Hearing Aids – 2 Year UK Warranty
- Phonak Hearing Aids -5 Year UK Warranty
- GN ReSound Hearing Aids -5 Year UK Warranty
Consumer Protection Law
Where the Sale of Goods Act 1979, the Consumer Rights Act 2015, or any other consumer protection legislation in your jurisdiction applies and cannot be excluded, these Terms and Conditions will not limit your legal rights and remedies under that legislation. These Terms and Conditions will be read subject to the mandatory provisions of that legislation. If there is a conflict between these Terms and Conditions and that legislation, the mandatory provisions of the legislation will apply.
Links to Other Websites
Our Site contains links to third party websites or services that we do not own or control. We are not responsible for the content, policies, or practices of any third party website or service linked to on our Site. It is your responsibility to read the terms and conditions and privacy policies of these third party websites before using these sites.
Limitation of Liability
Audiology Express Ltd and our directors, officers, agents, employees, subsidiaries, and affiliates will not be liable for any actions, claims, losses, damages, liabilities and expenses including legal fees from your use of the Site.
Indemnity
Except where prohibited by law, by using this Site you indemnify and hold harmless Audiology Express Ltd and our directors, officers, agents, employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities and expenses including legal fees arising out of your use of our Site or your violation of these Terms and Conditions.
Applicable Law
These Terms and Conditions are governed by the laws of the Country of England.
Dispute Resolution
Subject to any exceptions specified in these Terms and Conditions, if you and Audiology Express Ltd are unable to resolve any dispute through informal discussion, then you and Audiology Express Ltd agree to submit the issue first before a non-binding mediator and to an arbitrator in the event that mediation fails. The decision of the arbitrator will be final and binding. Any mediator or arbitrator must be a neutral party acceptable to both you and Audiology Express Ltd.
Notwithstanding any other provision in these Terms and Conditions, you and Audiology Express Ltd agree that you both retain the right to bring an action in small claims court and to bring an action for injunctive relief or intellectual property infringement.
Severability
If at any time any of the provisions set forth in these Terms and Conditions are found to be inconsistent or invalid under applicable laws, those provisions will be deemed void and will be removed from these Terms and Conditions. All other provisions will not be affected by the removal and the rest of these Terms and Conditions will still be considered valid.
Changes
These Terms and Conditions may be amended from time to time in order to maintain compliance with the law and to reflect any changes to the way we operate our Site and the way we expect users to behave on our Site. We will notify users by email of changes to these Terms and Conditions or post a notice on our Site.
Contact Details
Please contact us if you have any questions or concerns. Our contact details are as follows:
Email: support@audiologyexpress.co.uk
Post: 20 Wenlock Road, London, England, N1 7GU
Phone: 07356169091
You can also contact us through the feedback form available on our Site.