STANDARD SERVICE LEVEL AGREEMENT

WARRANTY

HEARING AID ELECTRONIC COMPONENTS
WIDEX UK provides a two-year electronic components warranty on all digital hearing aids and CROS transmitters from date of invoice, which includes cover for amplifier circuitry, microphones and receivers. Any problem arising during this time period must be reported to WIDEX UK on WIDEX UK Repair paperwork, and the aid returned for repair or exchange (at the discretion of WIDEX UK).

The warranty covers issues arising from manufacturing defects or normal hearing aid use. Water damage, excessive cerumen contamination or defects caused as a result of improper 
use are not covered. Improper use will be defined at the full discretion of Widex UK. External components considered defective must be returned to WIDEX UK referencing the serial number of the original aid to ensure continued warranty cover.

HEARING AID CASINGS AND SHELLS
WIDEX UK provides a two year warranty on all casings and shells for hearing aids and CROS transmitters, and includes moving parts such as battery doors / battery covers. The warranty covers any manufacturing defects or problems arising during normal hearing aid use. Any defect caused by improper use is not covered. Water damage, excessive cerumen contamination or defects caused as a result of improper use are not covered. External components considered defective must be returned to WIDEX UK. External components cannot be replaced under warranty unless the serial number of the associated hearing aid is provided.

REMOTE CONTROL, CHARGERS AND DEX UNITS
WIDEX UK provides a two year warranty on all remote control, chargers and DEX units. The warranty covers any issues arising from manufacturing defects. Water damage, or defects caused as a result of improper use are not covered.

WAX GUARDS AND MICROPHONE COVERS
Wax guards and microphone covers are not covered under warranty as these items are considered as consumable items.  Wax guards and microphone covers are available to be purchased separately.

UNAUTHORISED REPAIR
Unauthorised, unqualified or third-party repair work immediately renders any warranty cover invalid.

SERVICE OPTIONS

OUT OF WARRANTY REPAIRS

WIDEX UK offers a fixed rate repair service for hearing aids outside warranty. Components replaced are guaranteed against any manufacturing or material defect arising within 6 months of repair. WIDEX UK reserves the right to refuse repair work to devices over 7 years old or on the occasion of extreme damage, and may offer an equivalent product at list price.

All hearing aids returned outside of warranty will be liable to the Fixed Repair charge.


Fixed Repair Charge £59

Re-Shell £59

 

This includes the cost of re-shelling due to damage or shell remake outside the returns policy plus all mounting blocks, hinges, covers and locking components.

Remote Control and DEX Products

All Remote Control and DEX products outside of warranty will be liable to the fixed repair charge.

Insurance Cover

 

Notwithstanding that Widex UK provides shipping boxes for the convenience of its customers insurance cover prior to arrival at Widex is at the sole risk of the sender. Alternatively, please use a tracked delivery service.

 

EXTENDED WARRANTY COVERAGE

At time of purchase only, warranties can be applied at the following levels with cover extending from that provided as two years standard.

 

12 Months £40

24 Months £60

36 Months £80

 

EXCHANGE & RETURN POLICY

WIDEX UK will accept any CIC, ITE or BTE device for exchange or return up to 90 days after date of original invoice, provided that the device is returned in good working condition, has not been subject to customisation (other than fitting), has not been exposed to excessive wear and tear and is in its original packaging with accessories. All returned devices must be accompanied by a fully completed WIDEX UK credit returns form. Items returned without specific components such as receivers, ear wires, battery drawers, hooks etc will be liable for charge at standard component rates.

 

WIDEX UK will remake custom shells for ITE/CIC and custom tips as required to achieve a perfect fit for up to a maximum of 12 months after the original invoice date.

 

WIDEX UK will accept any remote control or DEX device for exchange or return up to 90 days after date of original invoice, provided that the device is returned in good working condition, has not been subject to customisation (other than matching to aid), has not been exposed to any superficial damage, scuffing or excessive wear and tear, unauthorised, unqualified or third-party repair work and is in its original packaging with accessories. All returned devices must be accompanied by a fully completed WIDEX UK credit return form.

 

An administration charge of £60 per device will be applied for hearing aids returned outside the 90 days period, and up to a maximum of 6 months after original invoice. No aid will be considered for return 6 months after the date of original invoice. Remote controls and DEX units will not be considered for return from 3 months after original invoice.

Incorrectly placed orders or aids requiring retro-fitting of options such as remote control compatibility or manual volume control may be subject to charge.

 

Custom ear-tips and accessories including ear ware, pouches for remote control, CROS cords, spares, batteries and bundled components such as battery doors are not eligible for return under this policy, and should only be returned under customers’ statutory rights, clearly stating the defect observed.

 

All items sent to WIDEX UK for exchange/return outside these conditions will not be accepted and will be returned to the customer.

 

TERMS OF PAYMENT

Payment terms are net 30 days from end of month of invoice. Overdue accounts may have orders withheld at the discretion of WIDEX UK Ltd. Payment will be accepted by cheque, bank transfer, debit card or credit card excluding American Express. Interest will be charged on overdue payments from the day after the last date that payment should have been received. Interest will be charged at the statutory interest rate of 8% plus the Bank of England Base Rate on the gross value of the overdue sum from the date that the payment falls due.

 

VALUE ADDED TAX

All trade prices exclude VAT where applicable.

 

SHIPPING AND HANDLING CHARGES

Orders placed for hearing aids will receive free shipping for next day delivery. Orders over £15 will receive free shipping. Other shipment services are available but additional charges may apply. Please speak to your Customer Services Representative. All new products shipped by Widex will be delivered to our customers’ registered business addresses only.

There will be a shipping charge of £5 for any orders under £15.

 

Last updated 17th March 2020.

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