Terms of service

1. About us

The website is owned and operated by Certus Hearing.

• Website: certushearing.com
• Email: [email protected]

2. Eligibility

• You must be at least 18 years old to place an order.
• This store sells to customers in Australia, for delivery to an address in Australia.
• By placing an order, you confirm that the information you give is accurate and complete.

3. Products

• We sell Certus One, Certus Pro and Certus Max, hearing aids for adults with mild to moderate hearing loss, together with hearing care accessories such as ear tips, wax guards and cleaning kits.
• Product descriptions, images and specifications are as accurate as we can make them. Minor variations in colour or appearance may occur between the image and the product.
• Our products are for personal use and are not for resale.
• Always read the user guide and safety information supplied with the product before use.

4. Prices and payment

• Prices are shown and charged in Australian dollars (A$). All prices include GST. The price at the moment you order is the price you pay, including any promotion applied at checkout.
• We accept Visa, Mastercard, American Express, Apple Pay and Google Pay, processed securely by our payment provider, Whop.
• Payment is taken in full when you place your order.
• If we ever make an obvious pricing error, we contact you before dispatch with the choice of paying the correct price or cancelling for a full refund.
• Prices may change at any time, but changes do not affect orders already placed.

5. Orders and availability

• Placing an order is an offer to buy. We accept it when we dispatch your order and send the dispatch confirmation email.
• We may refuse or cancel an order in cases of suspected fraud, a pricing error, or if a product becomes unavailable. If we cancel, you receive a full refund.

6. Shipping and delivery

• We deliver to addresses in Australia.
• Orders are dispatched within 48 hours, Monday to Friday, excluding public holidays, and are delivered in 6 to 11 business days after dispatch.
• Delivery is free and tracked on every order.
• Full details are in our shipping policy.

7. Returns, refunds and cancellations

• Eligible products may be returned within 90 days of delivery under our structured home trial.
• The home trial requires a brief reason, at least 21 days of use unless an exception applies, and one reasonable troubleshooting step. You arrange and pay return postage. Reasonable tracked postage is reimbursed when we confirm an item is faulty, damaged or misdescribed.
• There is no restocking fee. Approved refunds are processed within 14 days after we receive and inspect the return.
• Full details are in our refund policy and cancellation policy.

8. Warranty

• Every Certus hearing aid is covered by a 2-year warranty against manufacturing defects, from the date of delivery.
• The warranty covers defects in materials and workmanship under normal use. It does not cover damage caused by misuse, accident, loss, unauthorised modification, or normal wear and tear of consumables such as ear tips.
• Lifetime Warranty is an optional add-on you can choose at checkout for a one-off payment. Your 2-year warranty never ends: both hearing aids, the batteries and the charging case, for as long as you own them. Any fault is repaired or replaced free, postage both ways included. One-time payment, no registration.
• To make a claim, email [email protected] with your order number and a description of the issue.

9. Safe and intended use

• Certus hearing aids are intended for adults 18 and over with mild to moderate hearing loss. They are not intended for severe or profound hearing loss, and they are not a substitute for professional medical advice.
• See a doctor before use, and stop using the product, if you have sudden or rapidly worsening hearing loss, hearing loss in one ear only, ear pain or discomfort, fluid or blood coming from the ear, dizziness, or ringing in one ear.
• Stop use and seek advice if you have irritation or discomfort in the ear.
• If you have concerns about your hearing, talk to a hearing professional.

10. Intellectual property

• All content on this website, including text, images, logos, videos, graphics and design, belongs to Certus Hearing or its licensors and is protected by copyright and intellectual property laws.
• You may not reproduce, distribute, modify or commercially use any content from this website without our written permission.
• “Certus” and the Certus logo are trademarks of Certus Hearing.

11. Reviews and submitted content

• By submitting a review, photo or comment, you give us a non-exclusive, royalty-free licence to publish and share it, with the name you supplied. We never publish your email address.
• You must not post content that is unlawful, defamatory, misleading, or infringes the rights of others.
• We may remove any content that breaks these terms. Ask us to remove your own content at any time and we will.

12. Limitation of liability

• To the fullest extent permitted by law, Certus Hearing is not liable for indirect, incidental, special or consequential losses arising from your use of the website or products.
• Our total liability for any claim related to a purchase is limited to the price you paid for the product.
• Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or any other liability that cannot be excluded by law.

13. Order lookup

We do not offer customer accounts. You can see any order on our order status page with your order number and the email you used at checkout. Keep your confirmation email private, because its link opens your order.

14. Your rights under the Australian Consumer Law

Nothing in these terms excludes, restricts or changes any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Major and minor failures. If there is a major failure with the goods, you can choose a refund or a replacement. If the failure is minor, we can choose to repair the goods, replace them or refund you. If we do not fix a minor failure within a reasonable time, you can have it fixed elsewhere and ask us to cover the reasonable cost, or treat it as a major failure.

The 90-day home trial, the 2-year warranty and Lifetime Warranty are given in addition to your rights under the Australian Consumer Law. They do not replace or reduce them.

15. Governing law and disputes

Talk to us first. Almost everything can be fixed with one email.

These terms are governed by the laws of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of New South Wales.

You can also contact the fair trading or consumer affairs agency in your state or territory for free advice.

16. Changes to these terms

We may update these terms from time to time. The new version is posted on this page with a new “Last updated” date. The version on the website when you order is the version that applies to that order.

17. Severability

If any part of these terms is found invalid or unenforceable, the rest continues in full force and effect.

18. Related policies

These terms should be read together with our other policies:

• Privacy policy
• Shipping policy
• Refund policy
• Cancellation policy
• Payment policy

19. Text message (SMS) terms

If you opt in to texts from Certus Hearing, you agree to receive recurring automated SMS messages from or on behalf of Certus Hearing at the mobile number you gave us. Service messages cover your orders (confirmations, dispatch and delivery updates, account alerts); marketing messages, which you only receive if you opted in to them, cover offers and reminders such as an abandoned cart. In line with the Spam Act 2003, we only send marketing texts with your consent, every marketing text identifies Certus Hearing and tells you how to opt out, and we act on an opt-out within 5 business days.

Signing up is voluntary and never a condition of buying from us. We do not charge for the service, but your mobile network's message and data rates may apply. Message frequency varies.

Reply STOP to any message to stop, or use the unsubscribe link where one is included; you will get one confirmation text and nothing further unless you sign up again. Reply HELP for help, or email [email protected]. If you change your mobile number, sign up again with the new one.

We may change the number we text from and will tell you when we do; messages, including STOP or HELP, sent to a number we no longer use may not reach us. Mobile networks are not liable for delayed or undelivered messages, and to the extent the law allows, neither are we for failed, delayed or misdirected messages or for anything you do in reliance on them. How we handle your number and consent is in our Privacy policy.