Consumer Policies

Consumer Policies, Promotion Policies and Privacy Policy

This page is dedicated to our core Triton Hearing policies related to our ongoing and key service offerings. If you would like to read about a current promotion's policies, we have a dedicated page to our promotions here. You can also find our Privacy Policy here.

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)

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 half-price upgrade

From November 2017, clients who newly purchased hearing aids from Triton Hearing’s PremiumPro and PremiumPlus ranges are eligible to replace their hearing aids at half price, 3 years from the trial finalisation date. The replacement hearing aids will come from the Phonak PremiumPro and PremiumPlus range of devices only.

From 1 May 2023, clients who purchase new hearing aids from Triton Hearing’s Premium range of PremiumOne, PremiumPro or PremiumPlus are eligible to replace their hearing aids at half price, 3 years from the trial finalisation date. The replacement hearing aids will come from the Phonak PremiumPro and PremiumPlus range of devices only.

Clients who purchased their hearing aids through the Ministry of Health Fully-Funded Hearing Aids scheme, Veterans Affairs, or Triton Friends and Family, are not eligible for this offer. Pay as You Hear and Insurance replacement clients are not eligible for this offer.

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 not valid after it has expired. The 3 year half-price offer is non-transferable, not available in conjunction with any other promotional offers, and cannot be redeemed for cash.

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 Limited 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).