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Terms of service

Last updated: October 2026

By using or placing an order on certushearing.com (the “website”), you agree to these terms of service. Please read them carefully before you buy.

1. About us

The website is owned and operated by Certus Hearing.

2. Eligibility

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

3. Products

  • We sell Certus One and Certus Pro, certified 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 pounds sterling (£). 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 the United Kingdom.
  • Orders are dispatched within 48 hours, Monday to Friday, excluding bank holidays, and are delivered in 3 to 7 working 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. Guarantee

  • Every Certus hearing aid is covered by a 2-year guarantee against manufacturing defects, from the date of delivery.
  • The guarantee 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 Guarantee is an optional add-on you can choose at checkout for a one-off payment. Your 2-year guarantee 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 statutory rights

Nothing in these terms affects your statutory rights as a consumer. You can get free advice about them from Citizens Advice.

Under the Consumer Rights Act 2015, the goods we sell must be as described, of satisfactory quality and fit for purpose.

  • If they are not, you can reject them for a full refund within 30 days of delivery.
  • After 30 days, you can ask for a repair or a replacement.
  • If a repair or replacement is not possible or does not fix the problem, you are entitled to a price reduction or a refund.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason within 14 days of the day it is delivered. We refund you within 14 days of getting the goods back, or of receiving proof that you sent them back, whichever is sooner.

The 90-day home trial, the 2-year guarantee and Lifetime Guarantee are given in addition to your statutory rights. 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 England and Wales. You can bring proceedings in the courts of England and Wales.

If you live in Scotland, you can also bring proceedings in Scotland. If you live in Northern Ireland, you can also bring proceedings in Northern Ireland.

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: