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Terms & Conditions

Shop Terms and Conditions

General Terms and conditions

Updated 1st of May 2024

1. Free hearing checks

Free hearing checks are available for over 18s only. Only one free hearing check per customer per year. We reserve the right to cancel or vary this offer at any time without notice.

2. Hearingcare offer – More Treats for Over 60s

As a member of the Boots Advantage Card More Treats for Over 60s club, you're entitled to a free hearing health check plus 300 Boots Advantage Card points when you attend the appointment. (Maximum once per year.)

Appointments are subject to availability. Proof of age is required in order to participate in the Club. For full details, click here to be directed to the Boots Advantage Card website.

We reserve the right to cancel or vary this offer at any time without notice.

3. Our money-back guarantee

All hearing aids in our Essentials Range and Premium Range come with a 90-day money-back guarantee. This does not affect your statutory rights. Non-custom products only.

Nothing in these conditions will reduce your statutory rights relating to faulty or misdescribed goods.  For further information about your statutory rights, you can contact your local Trading Standards Service or Citizens Advice Bureau.

4. Hearing aid warranties

Hearing aids within our Premium Range come with a four-year product warranty. Hearing aids within our Essentials Range come with a two-year product warranty unless otherwise stated.

Our warranty covers your hearing aid(s) against malfunction, breakdown and faulty workmanship. The warranty does not cover items such as ear moulds, receivers, remote controls or Bluetooth accessories.

Repairs or re-shells required due to misuse, accidental damage or loss of hearing aid are not covered by the warranty and would be chargeable. In addition, faults due to unauthorised repairs, wax or moisture are not covered by the warranty.

Nothing in these conditions will reduce your statutory rights relating to faulty or misdescribed goods.  For further information about your statutory rights, you can contact your local Trading Standards Service or Citizens Advice Bureau.

5. Contact us

Click here to contact us. Please note all calls may be recorded or monitored for quality and training purposes.

6. Card payment processing

All card payments are provided through Worldpay Ltd (Company No. 03424752), our trusted third party payment service provider. We transfer the purchase amount, dates and card data to fulfill purchases to industry standards. All payment data, as well as data on any charge-backs, are only stored for as long as they are needed for the processing of payments (including the processing of possible return debits and collection) and for the fight against abuse.

Boots Hearingcare is a Company owned in partnership by Sonova AG & Boots UK Ltd

7. Get 15% of personalised hearing solutions

Offer available on all compatible Phonak Lumity and Paradise and relevant accessory, provided they are purchased with selected digital wireless accessory. Offer applies to binaural purchases only. Offer ends 30/06/024. Cannot be used in conjunction with any other offer. Requires minimum 10% deposit. Boots Hearingcare is a credit broker, introducing credit provider by Novuna Personal Finance. Authorised and regulated by the Financial Conduct Authority. Subject to acceptance, terms and conditions apply. Over 18s and Hearingcare stores only. 


Boots Hearingcare Shop Terms and Conditions

Zero VAT terms and conditons

1. Parties

In these terms and conditions: 'you' or 'your' means the person ordering a product or products detailed on our website; and 'we' , 'us' or 'our' means Boots Hearingcare

2. Products and orders

Any order you place with us is an offer from you to buy products. We accept that offer when we receive your payment, not before.

If we cannot provide the products you order, we will give you the option to cancel your order or place an alternative order. If necessary we may cancel your order, or you may cancel it before we have sent the products to you (see clause 6 below).

We may substitute or change the exact details of products at any time. Once again, we will try and tell you about changes that affect your order before we send the products to you. However, if we send the products to you, you can return them to us under our 28-day money-back guarantee (see clause 7).

3. Price and payment

Prices shown against the products do not include the cost of postage and packing, but this is shown in the checkout process.

We may change prices at any time, but we will tell you about any change in the prices of any products you have ordered or the cost of the postage and packing before we send the products to you. We will give you the option to cancel your order.

You can pay for your products using any one of the payment cards detailed on our website. When paying by credit card or debit card, the person placing the order must be the credit card or debit card holder or have the credit or debit card holder's authorisation. If the credit card or debit card holder later denies authorisation, you may be charged with a criminal offence.

All card payments are provided through Worldpay Ltd (Company No. 03424752), our trusted third party payment service provider. We transfer the purchase amount, dates and card data to fulfil purchases to industry standards. All payment data, as well as data on any chargebacks, are only stored for as long as they are needed for the processing of payments (including the processing of possible return debits and collection) and for the fight against abuse.

Prices shown include VAT unless we say otherwise.

Your card will be debited at the time of placing your order.

4. Delivery & Non-delivery

We will only deliver within the UK we will make every effort to deliver products to you within 10 working days of your order.

It is your responsibility to ensure someone will be at home (or work) to accept delivery. Items sent by courier must be signed for. If you are not at home the courier will leave a card and you will need to contact the courier to arrange a different date. If we have not tried to deliver within 14 working days of you placing your order, you may cancel your order and receive a full refund.

If you do not receive your products within 10 working days of the date of the invoice we send to you, tell us immediately and no later than 20 working days after the date of the invoice, otherwise we will assume that the delivery has been made.

We will always deliver products to you or contact you at the address you have given us, unless you tell us otherwise.

5. Shortages or damage claims

If the products you receive are damaged in transit you must contact us within seven days of receiving the products. We will send you a replacement order but you must return the damaged products, together with all the packaging for us to inspect. We will refund the postage and packing costs of you returning the products.

As long as you meet the conditions set out in this clause, and the products you return prove to be damaged or faulty, we will replace these products.

If a delivery is short, you must contact us within seven days of receiving the order.

Please remember that we will not be able to make good any shortage, damage or fault if you fail to notify us as specified.

6. Cancellations and returns

If you want to cancel an order, please let us know within 28 days.

Custom-Made Products are exempt from refunds due to their custom-made nature, unless they are found to be faulty or 'not fit for purpose'. We will take all reasonable steps to rectify any fault or 'not fit for purpose' issue(s). If we are unable to repair a product or make it 'fit for purpose' we may agree to issue a refund at its discretion, and in line with the Limited Warranty and/or Fit Warranty. 

You will be given a full refund as long as we receive the cancellation before the goods are despatched, or after the product is received back from you (less delivery costs) We will not reimburse return postage costs. Clause 7 also applies if you want to cancel an order.

All returns must be sent with customer identifiable information such as the dispatch note originally enclosed with your order. If you do not supply this information, we may not be able to process your return quickly or at all. (see clause 8)

We cannot be held responsible for any products you return until we receive them. We recommend you get proof, from the post office, that you have posted the products to us.

We try our best to make sure that we process returns within 10 days of receiving them. Please remember that products returned using Royal Mail can take up to 14 days to reach us.

7. Money back guarantee

We have a 28-day money-back guarantee.

We will only accept returns of products which the guarantee applies to if you return them in their original packaging with any instruction sheets and in an 'as new' condition. We will then exchange the products or give you a refund (less postage & packing charges).

This guarantee does not apply if you have used the products (or you have used the products incorrectly), other than to assess whether they are satisfactory.

Due to hygiene reasons, some items such as domes, tubes, receivers, cleaning & maintenance products and ear hygiene products cannot be returned or refunded and are not covered by this guarantee. Nothing in these terms and conditions affects your rights under the Distance Selling Regulations or any of your other rights under the law.

8. Warranty

We warrant that when all the products are delivered they will match their description, be free from faults and fit for their purpose for at least 12 months (unless otherwise specified when delivered and excluding consumable products where the seal has been previously broken). If within 12 months (unless otherwise specified when delivered) from the date of delivery you find that the products are faulty or not fit for their intended purpose, you have the right for the goods to be repaired or replaced or, if this is not practical, to receive a full or partial refund (unless we can show that the products were fit for their purpose during this period of time).

This warranty does not cover faults due to fair wear and tear, deliberate damage, negligence, abnormal working conditions, you not following the manufacturer's instructions (whether spoken or in writing), misuse or the products being altered or repaired without our permission.

You must make sure that any products you return to us are adequately packaged.

If you return products without customer identifiable information or any other form of proof of ownership, we may not be able to identify you as the owner and so may not be able to accept the returns or send the products back to you. If so, we will store the products for 28 days, after which (if they are not claimed) you authorise us to safely dispose of them on your behalf.

9. Risk and ownership

You will become responsible for what happens to products as soon as you have received them.

You will not become the legal owner of products until you have paid for them in full. If you have not paid for products, we may refuse to accept further orders from you and we may take legal action against you.

10. Liability

To the extent permitted by applicable law, Boots Hearingcare disclaim all warranties; express or implied, as to the accuracy of the information contained in any of the materials on this Web site and will accept no liability for any loss or damage arising as a result of problems with access. Boots Hearingcare shall not be liable to any person for any loss or damage, which may arise

  • from the use of any of the information contained in any of the materials on this Web site.
  • because of any statement we make (unless fraudulent), or any implied warranty, condition or other term ;
  • because of any duty at common law or under the express terms of any contract for selling products that may be formed; or
  • for any indirect, special or consequential loss or damage (whether for loss of profits or otherwise), costs, expenses or other claims for compensation whatsoever;
  • which arise out of or in connection with us selling you any products. Any liability we do have will be limited to the price of the products.

The exclusions of liability set out in these terms and conditions shall not apply to any damages arising from death or personal injury caused by our negligence, or any of our employees or agents.

These terms and conditions shall be governed by and construed in accordance with English Law. If any provision of these terms and conditions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

We reserve the right to alter these terms and conditions from time to time by posting new terms and conditions on this Web site.

11. Security & Privacy

As a responsible organisation, we comply with the Data Protection Act 1998 ("Act"). We are registered under the Act with registration number Z6846924.

Ordering online using your credit card details is just as safe as ordering goods over the phone, if not more so. We have been issued with a secure server certificate and all card transactions are securely handled by a leading independent payment processor and are not stored on our website.

In line with cookie laws, we only use cookies within the webshop where necessary for a service requested by you.

We will not share your information with other organisations, but we would like to contact you with offers and information unless you have asked us not to. We share your information with companies we appoint to provide services to you for us (such as processing certain financial transactions and delivering products to you), but always on the understanding that they keep your personal information confidential and secure and that it is used only for those purposes.

12. Advantage card points

Advantage card points are not redeemable against webshop purchases

The standard number of points you will collect for hearingcare purchases is 1 point for every £1 spent. From time to time we may run points promotions which will change the number of points you collect for each £1 spent for a limited period - details of the value and dates will be made clear in promotional literature.

Your points will automatically be uploaded onto your boots Advantage Card account within seven working days of receipt of full payment of goods purchased. Points earned from Hearing Aid sales will be applied after 90 days.

Points cannot be earned on products where full or part payment is made by third party; for example an insurance claim or ACS voucher.

Advantage card points are not redeemable against hearingcare purchases.

Boots hearingcare reserves the right to withdraw points promotions/offers without notice.

Please direct any questions or queries to customer care team on 0345 270 1591.

Boots hearingcare reserve the right to ensure points awarded are consistent to the terms & conditions.

13. General

Any contract between us, whether for use of the site or in relation to the purchase of products or services through the site will be governed by the laws of England and Wales and all parties submit to the non-exclusive jurisdiction of the English Courts.

If any part of these terms and conditions is not valid or cannot be enforced in whole or in part this will not affect any other part of the terms and conditions.

We can transfer, assign, novate or subcontract all or some of our rights and responsibilities under these terms and conditions to any other organisation.

Any person other than you and us has no rights under the Contracts (Rights of Third Parties) Act 1999.

These terms and conditions are governed by English Law

Zero Rate VAT Terms and Conditions

1. Zero Rate VAT

Certain products on the Boots hearingcare accessory shop are eligible for VAT at zero rate. If products in your basket qualify, you will be able to make the declaration for zero rate VAT when viewing the items in your basket (prior to proceeding to checkout). If you click this declaration, the VAT element of qualifying products will be reduced to 0%. To qualify for VAT zero rating you must be diagnosed as having a hearing loss (beyond the normal loss due to age) by a suitably qualified health professional such as your GP or audiologist. If you are unsure whether you are eligible to purchase products at zero rate VAT further guidance is available on the HM Revenue & Customs website, the document is entitled 'VAT Reliefs For Disabled People' and the reference for this document is Notice 701/7 (August 2002). There are severe penalties for making a false declaration.

Boots Hearingcare Limited
Registered office 21 Trinity Square, Llandudno, LL30 2RH
Registered in England, number 823009, VAT number 482364141
Head office/Postal Address: 21 Trinity Square, Llandudno, LL30 2RH


On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us you may contact us in any way you prefer. Our contact details are as follows;

Phone: 0345 270 1600


Address: 21 Trinity Square, Llandudno, United Kingdom, LL30 2RH  

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna (previously Hitachi Capital). Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks. 

What to do if you can't reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.
They can be contacted in the following ways:

• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• E-mail:

Further details can be found on the Financial Ombudsman Service 

Why I Love My Ears Competition Terms and Conditions


1.    The competition is promoted by Boots Hearingcare Ltd, 21 Trinity Square, Llandudno, LL30 2RH. 


2.    The competition is titled: Why I Love My Ears (“Competition”). 


3.    By registering you (the “Participant”) agree to be bound by these terms and conditions. Any information or instructions published by Boots Hearingcare (as defined below) on channels such as form part of these terms and conditions.

Data protection

4.    Information you provide for Boots Hearingcare for the competition contains data which enables you to be identified, such as your name and email address if selected a winner (“Personal Data”). The use of Personal Data is governed by the Retained Regulation (EU) 2016/679 and the Data Protection Act 2018.

5.    Boots Hearingcare will process your Personal Data for the purpose of this Competition. We will also only pass your Personal Data to appointed agents of Boots Hearingcare who handle or process data (including outside the European Economic Area) on our behalf relating to the purpose. Boots Hearingcare will not sell or disclose your Personal Data to any other third parties for any purpose. To view our privacy policy, visit our privacy statement.

6.    To conduct the Competition, we need your free consent to our use of your Personal Data. By entering the Competition, you have freely consented to such use of your Personal Data by providing your contact details and giving explicit consent to be notified in case of winning.

7.    Personal Data required for entry to the Competition will be collected by Twelve Marketing LTD (Second Floor, 3 Liverpool Gardens, Worthing, West Sussex, England, BN11 1TF [“Twelve”]) on behalf of Boots Hearingcare via the email address before the closing date (25th August).

8.    By registering, Participants agree and consent to the Promoter, anyone administering this promotion on its behalf, and any of its affiliates, using the registration details submitted for the purpose of administering the promotion. The winner may be required to participate in Boots Hearingcare’s marketing and promotional activities and by registering consents to such participation without further recompense.

9.    Boots Hearingcare may use any personal information submitted on registration in the Content to advise Participants of future promotions and to provide information about products of Boots Hearingcare or its associated companies that may be of interest. The Participant hereby consents to such personal information being used for this purpose and confirms that it agrees with Boots Hearingcare’s privacy policy. The Participant may withdraw consent to such use of personal information by writing to Boots Hearingcare, future emails, or by using the opt-out process outlined in Boots Hearingcare’s privacy policy.


10.    The competition is open to residents of the United Kingdom, and for children aged 5-12 years old only with parental/guardian consent. T&Cs apply, see / competition for details. 
11.    There is no entry fee and no purchase necessary to enter this Competition. Only one entry per person is allowed, and entries on behalf of another person will not be accepted in this Competition.

12.    The entry that is selected as a winner will have their artwork framed in 11 of Boots Hearingcare stores. All other entries will be deleted from Twelve’s database. 

13.    Details of how to enter the competition can be found via

14.    The competition will run from August 1st 2023 (“Opening Date”) to August 25th 2023 (“Closing Date”).

15.    Closing date for entry will be 11:59pm August 25th. Entries received after the closing date will not be considered. The winners will be selected on the 5th of September.

16.    The entrants that are selected as the winners, shall receive the “Prize”; a voucher to Legoland (maximum of four people). The detail of the voucher as follows: the voucher must be redeemed before 2nd October 2023; the voucher entitles the winners to a day out at Legoland for a family of four.

17.    The winners will be selected via an internal judging panel from all eligible and correctly entered Participants. Subject to the winner contacting Boots Hearingcare, as set out in the email informing them of the allocation of any prize, the prize will be sent to the Participant’s email address within 14 days of confirmation. Prize is subject to availability, the service provider’s terms and conditions, and Boots Hearingcare’s absolute discretion. 

18.    Boots Hearingcare reserves the right in its sole discretion to reject invalid entries and entries from any entrants believed to be breaching these terms and conditions. 

19.    Boots Hearingcare reserves the right to pick an alternative winner at random if the original winner is unable to take up the prize, is found not to be eligible in accordance with these terms and conditions or if Boots Hearingcare is unable to contact them. 
20.    Boots Hearingcare will not accept responsibility for entries that are lost or delayed in transit regardless of cause. Late, illegible, incomplete, defaced, or corrupt entries will not be accepted.

21.    Boots Hearingcare’s decisions in the Competition are final. No discussions or correspondence will be entered into. 

22.    The Prize is non-transferable, and no cash alternative is available, Boots Hearingcare reserves the right to award an alternative prize of equal or lesser value, should the advertised prize become unavailable for any reason.

23.    By registering, the Participant agrees to release Boots Hearingcare from any liability whatsoever for any claims, costs, injuries, losses, or damages of any kind arising out of or in connection with the promotion or with the acceptance, possession, attendance at or use of any prize (except death or personal injury caused by Boots Hearingcare’s negligence, for fraud, or otherwise as prohibited by law).

24.    The prize winners are responsible for any tax liability they may incur.

This promotion or any dispute or claim arising out of or in connection with these terms and conditions or the operation of the promotion shall be governed by and construed in accordance with English law and the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

For any enquiries not covered by the terms and conditions above, email

Date: 25/07/2023