Terms of service

1. Introduction

This website, pocketaid.co.uk ("Site"), is operated by Hearnow Products Pty Ltd (ACN 615 561 423), an Australian registered company ("we", "our", or "us"). These Terms and Conditions ("Terms") apply to your use of the Site and any orders you place through it.
This Site is intended for customers located in the United Kingdom. By accessing or using the Site and/or placing an order, you agree to be bound by these Terms. If you do not agree, you must not use the Site or make purchases from us.

2. Company Information

Legal Entity:
Hearnow Products Pty Ltd (ACN 615 561 423), registered in Australia.

UK Correspondence Address:
PocketAid, Wilmslow Road, Didsbury, Manchester, ENG, M20 2YY, United Kingdom
Email: team@pocketaid.co.uk

Note: This is a correspondence-only address. Product returns must not be sent here.

Returns should be posted to:

PJW - EZI RETURNS - PocketAid
Units 1 & 2 Watchmoor Park
Watchmoor Road
Camberley
Surrey
GU15 3AQ
UNITED KINGDOM
For full return details, see our Returns Policy.

3. Use of the Site

You must be at least 18 years old to use the Site or place an order.
You must not use the Site for any unlawful or inappropriate activity, including but not limited to:

Breaching another person's privacy or legal rights
Defaming, harassing, threatening, or offending others
Tampering with the Site or transmitting viruses or malicious code
Sending spam or other unsolicited communications
Data mining, screen scraping, or using similar extraction tools
Facilitating or encouraging any of the above

4. Accounts

You may place orders with or without an account. If you register for an account, you must provide accurate and up-to-date information and maintain the confidentiality of your login details. You are responsible for all activity that occurs under your account.

5. Orders

By submitting an order on the Site, you make an offer to purchase products at the listed price, inclusive of applicable VAT and delivery fees.

You are responsible for checking all order details before confirmation. We may reject or cancel an order for any reason, including errors in pricing, stock availability, or product description.

Orders can be cancelled within 90 minutes of placement if not yet dispatched. After dispatch, returns are handled in accordance with Section 8.

Pre-order items will be clearly labelled and may include an estimated dispatch date, which is not guaranteed.

6. Prices and Payments

All prices are listed in GBP and include VAT where applicable. Delivery costs are shown at checkout.

You must pay for your order in full using one of the payment methods offered. Payments are securely processed via third-party providers. We do not store credit card details.

By submitting payment, you confirm that you are authorised to use the method provided. Fraudulent or unlawful payment attempts are prohibited.

Promotional codes must be entered at checkout and cannot be applied after the order is placed. Conditions for promotional offers are listed on the Site.

7. Shipping and Delivery

We deliver to UK addresses listed on the Site. Delivery times are estimates and may vary due to courier delays or unforeseen events. We offer free standard shipping across the UK for all orders which include a hearing aid or pair of hearing aids. Delivery typically takes 4 – 6 business days, though times may vary. We are not liable for delays caused by couriers or events beyond our control. Some deliveries may require a signature.
Risk in the goods passes to you upon delivery. Title remains with us until full payment has been received.

You can view our Shipping Policy here.

8. Guarantee, Returns and Refunds

You have the right to return your order within 30 days for a full refund, provided the product is returned in good condition. To initiate a return, please contact our support team. Refunds are processed to the original payment method within 14 days of receiving the returned item. Your 30-day money back guarantee starts from the date you receive the goods, not the date of purchase.

For full details, see our Returns Policy. Refunds will be processed within 14 days of receiving the returned goods.

If you return a part of a promotional bundle, we may adjust the remaining items to their original pricing.

9. Warranty

All PocketAid™ hearing aids come with a 3-year warranty covering manufacturing defects. This does not cover damage caused by:

Misuse or mishandling
Water exposure
Accidental damage
Unauthorised repairs or modifications

10. Intellectual Property

All content, branding, and materials on the Site are owned by Hearnow Products Pty Ltd or its licensors. This includes images, logos, videos, text, and design elements.

You may view, download, or share our content for personal, non-commercial use only.

You may not reproduce, modify, distribute, or use our intellectual property for commercial purposes without written consent.

You may share our content on social media provided that:

You do not claim ownership
You do not imply endorsement or partnership
You use it in a respectful, non-deceptive manner

11. User Content

By submitting, uploading or tagging us in any content (e.g., reviews, photos, social media posts), you grant us a royalty-free, worldwide, perpetual, transferable licence to use, share and display the content across our channels.

You confirm that:

You own or control the rights to the content
The content does not infringe any third-party rights
The content complies with applicable laws and regulations
We reserve the right to remove user content at any time and without notice.

12. Limitations of Liability

We do not exclude liability for death, personal injury caused by negligence, fraud, or any liability which cannot legally be excluded.

To the fullest extent permitted by law:

We are not liable for indirect, incidental, or consequential damages
Our maximum liability shall not exceed the purchase price paid for the product
We are not liable for delays caused by force majeure events (e.g. natural disasters, strikes, pandemics)

13. Promotions and Offers

Promotional codes, multi-buy offers, and app discounts are subject to terms listed on the Site. Promotions may require minimum spend, apply to selected products only, and cannot be combined with other offers.

All offers are subject to availability and may be withdrawn or modified at our discretion.

14. Mobile Messaging (if applicable)

If you opt in to receive SMS updates from PocketAid UK, you consent to receive automated messages regarding orders, offers, and support.

Message and data rates may apply. You can opt out by replying STOP or contacting us at team@pocketaid.co.uk.

15. Disputes and Complaints

If you have a concern or complaint, please contact us at team@pocketaid.co.uk. We will do our best to resolve the issue quickly.

If the issue remains unresolved, you may contact the Centre for Effective Dispute Resolution (CEDR) at https://www.cedr.com/ for alternative dispute resolution.

16. General Terms

Third Party Rights: No other person has rights under these Terms
Notices: Notices must be sent by post or email and are deemed received 48 hours after posting or upon email delivery
Force Majeure: Neither party will be liable for failure to perform due to events beyond their control
Assignment: You must not transfer your rights or obligations under these Terms without our written consent
Entire Agreement: These Terms constitute the entire agreement between us in relation to the Site
Governing Law: These Terms are governed by the laws of England and Wales.
Disputes will be subject to the exclusive jurisdiction of the courts of England and Wales

Changes to These Terms:

We reserve the right to amend, update, or modify these Terms at any time. Any changes will be effective immediately upon posting on this page, and your continued use of the Site after such changes constitutes your agreement to the revised Terms. We recommend reviewing this page regularly to stay informed.

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