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Consumer Policies

Innovation Day Exclusive Offer!
Receive a complimentary Samsung Galaxy S9 with your new Marvels

A complimentary Samsung Galaxy S9 in either Black or Purple is available to people over 18 years of age with the purchase of a pair of Phonak Audeo Premium Pro or Premium Plus hearing aids, or while stocks last. Quotes must be accepted prior to the 30th August 2019 . The Innovation Day promotion is not available in conjunction with any other promotional offers and cannot be redeemed for cash or discount. To be eligible for this promotion you must have attended the Innovation Day or received the Innovation Day invite. If only one hearing aid is purchased, this offer is not available and excludes CROS devices. An internet connection and sim card are required and are not included as part of this promotion. Data, subscription and other charges may apply.  The Innovation Day promotion is not available to clients currently on a 60 day trial with Triton Hearing or with Insurance replacements, Enable hearing aid fittings, Veterans’ Affairs or Triton’s Friends & Family. The Samsung Galaxy S9 will not be provided to clients on a 10 Day trial of the Marvel devices. If the client chooses to return the Marvel Devices within their 60 day trial, the Samsung Galaxy S9 and Marvel devices must be returned in good working order for a full refund. Triton Hearing reserves the right to update the terms of this promotion if necessary.

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.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 and that has not suffered any intentional damage (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 while they are in your 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 aids 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. This excludes Ear Nurse appointments.On-site clean and checks are free of charge for the life of the hearing aids.

This includes:
  • On-site changes of domes, thin tubes, filters, standard tubes
  • On-site changes of receivers within receiver warranty
This excludes:
  • 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 off-site repairs or servicing (charges apply)

Free 10-Day trial

The Triton Hearing FREE 10-Day trial Terms and Conditions must be signed and photo identification (Driver’s License or Passport) must be sighted and photocopied to participate in the 10 Day trial Either a credit card, a signed cheque or a fully refundable deposit of $500.00 must be presented before the trial hearing aids are fitted. A hearing aid trial is only available to people that have a treatable hearing loss. After the 10 day trial, Triton will either proceed with an adjustment appointment and process the payment in full or the aids must be returned in working condition. Returns of hearing aids are only valid if accompanied with supplied batteries, dry aid kit, and hearing aid packaging. During the trial period the safe custody and care of the aids/devices issued to you are 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. You will be responsible to cover the full cost of these aids/devices if they are lost, stolen or broken within the trial period. There is no obligation to purchase the aid(s) provided the hearing aid(s) are returned in good working order after the 10-Day period has ended.

3 year half-price upgrade

From November 2017, clients who newly purchase 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 range of devices only. Clients who purchased their hearing aids through the Ministry of Health Fully-Funded Hearing Aids scheme, Vertans Affairs, ACC or similar, are not eligible for this offer. Insuarnce replacement clients are not elligible for this offer. If a client wants to replace their eligible devices after the offer has expired (i.e. 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 half-price offer cannot be used in conjunction with any other offers or special pricing.

Returns and Refunds Policy

Triton Hearing will ensure all returns and refunds are processed in accordance with the Consumer Guarantees Act 1993. http://www.consumeraffairs.govt.nz/for-consumers/law/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 trial period the safe custody and care of the aids/devices issued to you are 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 within the 60-Day period. There is no obligation to purchase the aid(s) provided the hearing aid(s) are returned in good working order and within the trial period (60 days). 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 (individual manufacturer's conditions apply).

Triton Hearing Warranty

All hearing aids and other related products and accessories are fully refundable if they are returned to Triton Hearing in good condition within 60 days of the date of purchase.

Feedback and Complaints Policy

At Triton, our aim is to provide you with excellent customer service by making sure your experience with us, is above and beyond what you would expect. Our client satisfaction is very important to us, and we love the great feedback and letters we receive from clients thanking us for a great experience. However, sometimes we don’t get things just right, and we also aim to resolve any problems and complaints quickly and effectively.

Giving us feedback

To give us feedback on your experience with Triton Hearing or to let us know about something we could have done better, you can do one of the following: Call us on 0800 45 45 42 or Email us at info@tritonhearing.co.nz. Write to us at Triton Hearing, PO Box 14096 Christchurch 8154.

After you have given us your feedback

If you have contacted us with some great feedback, we will let the appropriate teams and staff know about it. If you have called us with a complaint, where possible, your complaint will be resolved there and then. If there is a need for more investigation we will refer the complaint to the appropriate Regional Manager who will be in contact with you, within 2 to 3 working days. If you have emailed or written to us with a complaint, we will refer the complaint to the appropriate Regional Manager who will be in contact with you, within 2 to 3 working days of us receiving your correspondence. They may need to contact you for more information and they will keep you informed of the expected resolution and time frames.

If you feel your concern has not been resolved to your satisfaction, you can contact the Consumer NZ Advisory Service on 0800 266 786. They will provide an independent opinion and make a recommendation to you. A subsequent option would be to contact the Health and Disability Commission to discuss your concerns: http://www.hdc.org.nz/complaints

Better Hearing - Free Premium Upgrade, valued at $2,000

Purchase a pair of PremuimPlus or PremiumOne, Phonak or Unitron devices in the Leading or Enhanced ranges and receive a FREE Upgrade, valued at $2,000.  If one device is purchased the upgrade value will be $1,000. Offer available to people over 18 years of age on quotes created prior to 30 April 2019. Discounts will only apply to the private part of your payment  - ie if the hearing aids are completely covered by a third party payment then no discount will be applied. Free Premium Upgrade iis not available to clients currently on a 60 day trial with Triton Hearing or with Insurance replacements , Veterans Affairs or Triton Friends & Family. ACC fully-funded clients that choose to privately top-up more than $500 including GST on monoaural or binaural hearing aid technology (excluding accessories) to reach next level technology are eligible for the promotion. Top-up amounts range depending on the ACC funding level and how many levels of technology the clients wants to top-up.Promotion excludes CROS transmitters. The Free Premium Upgrade is not available in conjunction with any other promotional offers and cannot be redeemed for cash. Government subsidy of $511 per hearing aid is still available for eligible customers. For employment related tests and tests for other purposes, GP or ENT reports are required, our normal appointment charge will apply. 


Triton Hearing Subscription Service - trial only available at Triton Hearing Remuera, Tauranga and Fendalton clinics.

You will receive Phonak Premium Pro Rechargeable Hearing Aids for as long as your subscription period lasts. This service includes, full use of Phonak Premium Pro Rechargeable Hearing Aid(s) plus free care and support for the life of your subscribed hearing aids. This will include, Hearing aid adjustments/fine tuning, repair costs for your hearing aids including cleaning, receiver replacements, rechargeable Hearing Aid batteries and consumables which includes items such as moisture kits and tablets, domes, receivers, and wax guards. 

36 months after the date of your signed subscription agreement, you will be fitted with the latest Premium Pro Rechargeable hearing aids with no additional premium. Your original subscription devices must be returned to Triton Hearing in good working order. 
  
Subscription Payment terms 
You will receive a free trial of 30 days, after which your subscription billing commences. There is no obligation to purchase the subscription provided the hearing aid(s) are returned in good working order and within the trial period. Payment for your subscription is due at this time and each subsequent month until the subscription is cancelled. Payment will be made by automatic credit card payment. The monthly cost of your subscription will be guaranteed for 36 months following commencement of this agreement.  Any subsequent changes in subscription amounts will be notified in writing with 1 months’ notice. 
 
Subscription Cancellation  
If you decide after trialling your hearing aids that you do not wish to proceed with the subscription, you will not be charged, providing the hearing aids are returned to Triton Hearing in good working order. You can cancel your subscription at any time, after which any future credit card payments will be ceased immediately. If your payments cease then Triton Hearing reserves the right to cancel the subscription. In the event that your subscription is cancelled for any reason, the hearing aids must be returned to Triton Hearing in good working order. In the event that your hearing aids are not returned to Triton in good working order, you will be charged a loss/damage fee of $1380 inc GST. 
 
Subscription Liability  
The Hearing Device(s) issued on subscription are the property of Triton Hearing Limited. The subscribed device(s) must not be offered or sold to a third party, and any follow up appointments, repairs or maintenance carried out in relation to the prescribed devices must be completed at a Triton Hearing clinic. During the trial period and subscription period, the safe custody, care and insurance of the device(s) issued to the subcriber are the subscribers responsibility.
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