Consumer Policies

Better Hearing Guarantee

Hearing aids are a significant investment, so it’s important that you can enjoy complete peace of mind knowing that once you have made a decision to purchase your hearing aid/s, you are covered by Triton Hearing’s Better Hearing Guarantee.

This includes:

Free hearing check & free hearing aid trial
Qualified hearing professionals who listen to your needs
Complete focus on finding the best solution for you
Lifetime Free Care for your hearing devices
A genuine price-match promise
A no-strings, money back guarantee

These special benefits are detailed as follows.

Money Back Guarantee

Under the Triton Hearing Better Hearing Guarantee, if you are not totally satisfied with your hearing aid/s, then just let us know within 60 days of the date of purchase and we will provide a full refund, subject to the following terms.

Terms and conditions:
This guarantee is available at any Triton Hearing clinic to anyone with a treatable hearing loss (as determined by a Triton Hearing clinician) who is 18 years and over.If you are not satisfied with the hearing aid/s provided by Triton Hearing, just let us know within 60 days of the date of purchase. We’ll arrange an appointment for you to meet with a Triton Hearing clinician and return the hearing aid/s, related products and accessories. If you return all products to us in fair and reasonable condition, we will provide a full refund.

A product that is in working order (other than as a result of an inherent defect) and that has not suffered any damage other than fair wear (as reasonably determined by a Triton Hearing clinician) will be considered to be in fair and reasonable condition.

All refunds will be processed within 14 working days of the products being returned to us in fair and reasonable condition. The safe custody of the hearing aid/s and any other related products and accessories is your responsibility from the time you take possession. Please contact your insurance company to ensure you have adequate cover for the full retail cost of the hearing aid/s, related products and accessories.

Lifetime FREE Care Policy

One of the key benefits of purchasing your hearing aid/s from Triton Hearing is the fact that you will receive free care and support for the life of your hearing aids. Clinician appointments for the life of the hearing aids are free of charge. On-site clean and checks are free of charge for the life of the hearing aids.

Care and support includes:

On-site changes of domes, thin tubes, filters, standard tubes
On-site changes of receivers within receiver warranty and any other repair covered by warranty

Care and support does not include:

Provision of consumables for home use (charges apply, e.g. a dome may be replaced FOC in clinic, but a client wanting a packet of domes must purchase them)
On-site changes of receivers outside of receiver warranty (charges apply)

Any repairs or servicing required due to damage which is not covered under the product warranty (charges apply)

EasyHear^TM

Experience better hearing, with easy monthly payments - With EasyHear™, you can purchase hearing aids with flexible monthly payments.

36 months interest free is available on Long Term Finance (LTF) for in-store purchases. Minimum spend $1500. Lending criteria, $50 annual Account Fee, fees, Ts&Cs apply. $55 Establishment Fee applies to your first Long Term Finance (LTF) transaction, $35 Advance Fee applies to subsequent LTF transactions.

Min payments of 3% of the monthly closing balance or $10 (whichever is greater) are required throughout interest free period. Paying only the minimum monthly payments will not fully repay the loan before the end of the interest free period.

Standard Interest Rate of 28.95% p.a. applies to outstanding balance at the end of LTF interest free period. Other interest rates and fees may apply. Rates and fees subject to change.

New customers need to apply and be approved for a Q Mastercard credit card. Columbus Financial Services Limited and Consumer Finance Limited reserve the right to amend, suspend or terminate the offer and these Ts&Cs at any time without notice.

EasyHear indicative daily repayment amount is the purchase amount and Establishment Fee divided by the number of days in the Start-up Interest Period. The indicative repayments assume there are no additional purchases, cash withdrawals, fees or charges. The indicative daily repayments are only an estimate, and figures should be used as an indication only. They do not represent either a quote or pre-qualification or approval. To repay the purchase amount by the expiry of the Start-up Interest Free Period, the indicative daily repayments stated multiplied by number of days in the months would need to be made by the due date for each statement period.

Price Match Promise

When presented with a valid written quote for the identical hearing aid also stocked by Triton Hearing, we will match this price if they are a genuine local competitor. A genuine local competitor is defined as being in the same city or town within a 5km radius.

Price-matching will be only be provided against hearing aid manufacturer brands, and exclude retailer own-label products, such as the 'Advance' range by Specsavers.

Free Hearing Check

Triton Hearing is pleased to offer a free hearing check subject to the following conditions:
Under the Triton Hearing Better Hearing Guarantee, those aged 18+ are ellgible for a free 15 to 30 minute hearing hearing check appointment at Triton Hearing clinics. Medical Hearing tests which require a written report, will incur an $80 fee.

Free 10-Day trial

Triton Hearing is pleased to offer a no-obligations 10-day trial subject to the following conditions:

For the purposes of this 10-day trial “device(s)” refers to all hearing aids, accessories, and moulds provided by Triton Hearing to the client.
A hearing aid trial is only available to people that have an aidable hearing loss.
Free hearing checks are only available to adults aged 18 years or over, excludes GP/ENT and pre-employment referrals for full diagnostic testing and report.
Accessories are not available as part of the trial, unless the Triton Clinician in their sole discretion determines that the accessory is necessary for the hearing aid to function.
Only one style hearing aid can be trialled at a time, and hearing aid moulds are provided at no cost to the client.
Triton Hearing remains the owner of the devices(s).
Duration of the trial is for a maximum of 10 days only and can only be extended with written confirmation from a Triton Hearing Clinician.
In the event of loss, damage or failure to return the device(s), Triton Hearing reserves the right to charge the client up to 100% of the stated value in the trial agreement at its sole discretion.
There is no obligation to purchase the device(s) provided the devices(s) are returned in good working order and within 10 days from the trial period ending. Our Clinician will need to meet with you to confirm the aid/devices are in an acceptable condition and that everything quoted has been returned to Triton Hearing.

The client agrees to:

Follow the instructions provided by Triton Hearing for the proper use of the device(s).
Use the device(s) in a proper manner, with reasonable care and solely for the purpose for which they are intended to be used.
Properly store the device(s) in their storage container provided by Triton Hearing when not in use.
Accept liability for any damage or harm that comes to the devices(s) outside of normal wear and tear or inherent defect.
Insure the device(s) at full replacement cost under the provisions of their own insurance cover for the duration of the trial.
Be responsible to cover the retail cost of these devices(s) and any associated products if they are not returned in full and in the required condition within 10 days after the end of the trial period.
Provide proof of identity at commencement of the trial and allow personal data to be retained by Triton Hearing subject to our Privacy Policy.
Not assign, transfer, and/or sell the device(s).
Make a follow-up appointment as specified in the trial agreement, this appointment may consist of solely returning the device(s) or may also include discussing another hearing loss solution provided by Triton Hearing.
Signify acceptance and understanding of all Free 10-Day Trial Terms and Conditions by signing below.

3 Year Upgrade

Select clients are eligible for an exclusive offer that’s subject to change.

Promotional period:
Ongoing for eligible Premium, PremiumPlus, PremiumPro and Enhanced clients, 3 months either side of their 3 Year device purchase anniversary.

Eligibility:
Clients who purchased PremiumPro and PremiumPlus devices from November 2017 OR Clients who purchased PremiumOne devices from July 2023 OR Clients who purchased Premium or Enhanced devices from 9 September 2024.

Current promotion (7 Oct 2024 onwards):
Save $2000 on Enhanced devices.

Promotional Terms and Conditions:

If one device is purchased the offer value will be halved.
Ineligible: Fully funded Ministry of Health Fully-Funded Hearing Aids scheme, Veterans Affairs, Triton Friends and Family, Pay as You Hear and Insurance replacement clients.
The offer is not valid after it has expired. If a client wants to replace their eligible devices after the offer has expired (i.e. more than 3 months after their 3-year anniversary) they may do so at standard retail pricing.
The offer is non-transferable, not available in conjunction with any other promotional offers, and cannot be redeemed for cash.
Offer is available in conjunction with EasyHear™
Promotion excludes CROS transmitters.

6 Year Upgrade

Select clients are eligible for an exclusive offer that’s subject to change.

Promotional period:
Ongoing for eligible clients 3 months after their 6 Year Anniversary.

Eligibility:
Clients who purchased devices privately

Current promotion (7 Oct 2024 onward):
Save $1000 on Enhanced devices OR Save $500 on Phonak devices from EssentialPlus to PremiumPro range.

Promotional Terms and Conditions:

If one device is purchased the offer value will be halved.
Ineligible: Fully funded Ministry of Health Fully-Funded Hearing Aids scheme, ACC Funded, Veterans Affairs, Triton Friends and Family, Pay as You Hear and Insurance replacement clients.
The offer is not valid after it has expired. If a client wants to replace their eligible devices after the offer has expired (i.e. more than 3 months after their 6-year anniversary) they may do so at standard retail pricing.
The offer is non-transferable, not available in conjunction with any other promotional offers, and cannot be redeemed for cash.
Offer is available in conjunction with EasyHear™ and Ministry of Health Government subsidy of $1022 for a pair of devices.
Offer will only apply to the private part of your payment, i.e. if the hearing aids are completely covered by a third party payment then no discount will be applied.
Promotion excludes CROS transmitters.

6 Year Upgrade - ACC

Select clients are eligible for an exclusive offer that’s subject to change.

Promotional period:
Ongoing for eligible clients 3 months either side of their 6 Year Anniversary.

Eligibility:
Clients who purchased devices with the support of ACC funding and contribute privately towards their 6 Year Upgrade.

Current promotion (7 Oct 2024 onward):
Save $1000 on Enhanced devices OR Save $500 on Premium, PremiumPlus or PremiumPro range Phonak devices with a minimum $500 private payment on top of ACC funding.

Promotional Terms and Conditions:

At Triton Hearing, we offer fully-funded options for all levels of ACC funding.
Fully-funded ACC clients have the option to upgrade to higher monoaural or binaural technology when they privately top up.
Top up amounts vary depending on the clients’ ACC Band funding level but a minimum private payment of $500 incl. GST is required to receive the offer.
The offer will only apply to the private part of the payment, i.e. if the hearing aids are completely covered by ACC then no discount will be applied
If one device is purchased the offer value will be halved.
Offer is available in conjunction with EasyHear™ and ACC funding for a pair of devices.
Ineligible: Fully privately funded clients, Fully funded Ministry of Health Fully-Funded Hearing Aids scheme, Veterans Affairs, Triton Friends and Family, Pay as You Hear and Insurance replacement clients.
The offer is not valid after it has expired. If a client wants to replace their eligible devices after the offer has expired (i.e. more than 3 months after their 6-year anniversary) they may do so at standard retail pricing.
The offer is non-transferable, not available in conjunction with any other promotional offers, and cannot be redeemed for cash.
Promotion excludes CROS transmitters.

ACC Declined Voucher

Select clients are eligible for an exclusive offer that’s subject to change.

Promotional period:
Ongoing for eligible clients 3 months from the day the voucher letter’s issue date.

Eligibility:
Clients who’s application for ACC funding was declined.

Current promotion (7 Oct 2024 onward):
Save $500 on EssentialPlus devices and above.

Promotional Terms and Conditions:

If one device is purchased the upgrade value will halved.
Ineligible: Fully funded Ministry of Health Fully-Funded Hearing Aids scheme, Veterans Affairs, Triton Friends and Family, Pay as You Hear and Insurance replacement clients.
The offer is not valid after it has expired. If a client wants to purchase devices after the offer has expired (i.e. more than 3 months after the letter’s issue date) they may do so at standard retail pricing.
The offer is non-transferable, not available in conjunction with any other promotional offers, and cannot be redeemed for cash.
Offer is available in conjunction with EasyHear™ and Ministry of Health Government subsidy of $1022 for a pair of devices.
Promotion excludes CROS transmitters.

"Hear More" Client Upgrade

Select clients are invited to Hear More Than Ever Before by upgrading to our new Phonak Infinio and Sphere devices. This exclusive, client-only offer is subject to change.

Promotional period:
18 October – 30 November 2024.

Eligibility:
Clients who purchased their hearing devices from Triton Hearing more than 3 years ago and aren’t yet eligible for the Ministry of Health hearing aid subsidy of $1022.22 for a pair of hearing devices.

Current promotion:
Save $1022.22 on Phonak Infinio or Infinio Sphere devices when you purchase before 31 November 2024.

Promotional Terms and Conditions:

Offer is available by invitation-only and is subject to the discretion of Triton Hearing
If one device is purchased the offer value will be halved.
Ineligible: Fully funded Ministry of Health Hearing Aids scheme, Veterans Affairs, Triton Friends and Family, Pay as You Hear, those eligible for the Ministry of Health Government Subsidy, ACC funded and Insurance replacement clients.
The offer is not valid after it has expired. If a client wants to replace their eligible devices after the offer has expired they may do so at standard retail pricing.
The offer is non-transferable, not available in conjunction with any other promotional offers, and cannot be redeemed for cash.
Offer is available in conjunction with EasyHear™
Promotion excludes CROS transmitters.

Returns and Refunds Policy

Triton Hearing will ensure all returns and refunds are processed in accordance with the Consumer Guarantees Act 1993 www.consumerprotection.govt.nz/general-help/consumer-laws/consumer-guarantees-act/
All hearing aids and other related products and accessories, and any products purchased online are fully refundable if they are returned to Triton Hearing in good condition within 60 days of the date of purchase.

60-Day money back guarantee

During the first 60 days after you have purchased any hearing aids you may return them in good working order for a full refund of the purchase price for any reason. During the initial 60 day period the safe custody and care of the aids/devices issued to you is your sole responsibility.

It is up to you to contact your insurance company to ensure the aids/devices are covered by them should anything happen. Please note the hearing aid price above reflects the retail price before any subsidies have been applied.

You will be responsible to cover the full cost of these aids/devices if they are lost, stolen, or broken (other than as a result of an inherent defect) within the 60-Day period. Our Clinician will need to meet with you to confirm the aid/devices are in good condition and that everything quoted has been returned to Triton Hearing if this is the case, a full refund will be given.

Manufacturer’s Warranty

All hearing aids and other related products and accessories bought from Triton Hearing come with a standard 2-year manufacturer’s warranty from the date they are ordered for supply to the customer (individual manufacturer's conditions apply).