Service and care of your daily wear hearing aids
All our daily wear hearing aids come with a standard 4-year warranty. This could vary based on your care package. Any services or repairs to daily wear hearing devices within the warranty period are covered. Please see exclusions, below.
How long will it take to service my hearing devices?
If the instruments can be attended to and serviced on-site by an Audiologist, we will do our best to manage this within 24 hours. However, please note that we do not operate a walk-in clinic. We strongly advise calling us before visiting so that we can do our best to accommodate you.
If your device needs the attention of an external laboratory, we will book it in for service. Typically, standard repairs or servicing will take 4 to 5 working days. Whilst being serviced, the device will pass through rigorous quality control checks at every stage. Once the work has been completed devices are returned to us for a final check and re-programming if required.Please expect a minimum of 6 to 7 working days before your instrument is ready to be dispatched or collected.Please note there is also the option of an express service which is an additional charge whether or not your hearing instruments are under warranty.
How do I collect my serviced hearing aids?
Serviced hearing aids can be collected weekdays between 9am-5pm or posted to you via secure special delivery (secure special delivery charges apply). There are also times when it might be necessary for you to be re-personalised by appointment at the clinic.
Exclusions
Accidental damage, loss or theft
Important to Note
In case of loss or damage, we strongly advise insuring your devices
There will be a postage fee for returning your serviced hearing aids by secure special delivery
We are aware that being without your hearing devices can be stressful so please call us if you have any concerns.
Out of warranty service fees, per instrument
In-house clean and listening check: £30 (excluding component replacements)
In-house repair & service: £90 (inclusive of component and speaker replacements)
Manufacturer laboratory repair: £250 (including 6 month warranty)
Re-shell or remake: £250 (in addition to above)
Wireless accessories
Laboratory repair: £50 (minor parts) or £150 (full overhaul and service)
Please note that the cost to repair this equipment is sometimes prohibitive - we will contact you if this is the case.
Care for your hearing instruments
Hearing aids are sophisticated, small, electronic devices that are exposed to wax, skin, moisture, debris and the environment.
To ensure your hearing aids and complementary devices function optimally, we strongly recommend daily care and maintenance.
Your hearing instruments should have been provided with appropriate tools to help you maintain them.
Make sure your hands are clean and dry before handling.
Clean your hearing aids and ear pieces on a dry surface with a soft, dry cloth. Do not use water, cleaning fluids or alcohol solvents.
Always ensure the microphone inlets on the outside of the hearing aid are clean.
Make sure that the speaker outlet is not blocked, and free from wax or debris. Blockage to microphone or speaker will result in reduced sound.
On the day of your hearing aid personalisation, your Audiologist will show you how to maintain your hearing instrument.
You will be provided with written and also video instructions, if required.
However, if at any point you would like further guidance or support, feel free to get in touch with us to arrange some time with a member of the customer services team who will be happy to guide you through this process.
Please note that we do not operate a walk-in clinic. We strongly advise calling us beforehand so that we can do our best to accommodate you.
Things to avoid:
Avoid exposing your hearing instruments to extreme heat
Avoid exposure to humid environments. We recommend using a dehumidifier especially over the summer and if travelling abroad to warmer climates.
Do not dry your hearing instruments in a microwave.
Do not shower or swim whilst wearing your daily wear instruments.
Always keep your hearing aids away from your pets, especially dogs.
Chemicals in cosmetics such as hairspray can damage your instrument so avoid spraying directly on them and make sure that your hair is dry before reinserting your devices.