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.
- On-site changes of domes, thin tubes, filters, standard tubes
- On-site changes of receivers within receiver warranty
- 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 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 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.
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 email@example.com. 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