Terms and Conditions

Xmas tree

Extended Christmas Returns Policy:

We've specially extended our voluntary returns period for the Christmas season!

To help you with your Christmas shopping, presents bought after 22nd November can be returned any time before 10th January 2025 (or 30 days after purchase, whichever is the longer). A little bit of peace of mind.

Our standard 30 day period will apply for any items purchased after 23rd December (ie. not dispatched before Christmas).

Please note, this unfortunately does not apply to products that are excluded from our extended returns policy (eg. for hygiene reasons)

Prices

Our displayed prices include VAT with the ex VAT price shown in brackets.

The cost of delivery to you is shown when you enter the delivery address in the shopping basket - you need not log in to do this.

VAT click here for a 'VAT Help' information link to see whether you need to pay VAT.

The undertakings from Connevans Limited are in addition to a consumer's statutory rights and do not affect their rights in any way. The prices offered on our websites are not necessarily the same as offered for non web sales. In particular the reduced prices offered in the 'SPECIALS' area are only valid for online web orders.

We offer a wide range of payment options for orders on Connevans Limited websites. Connevans accepts payment by debit card or credit card - VISA, VISA DEBIT, VISA ELECTRON, MASTERCARD, MAESTRO, DELTA, AMERICAN EXPRESS - PayPal or Amazon Checkout. Please note that when paying by PayPal or Amazon Checkout the delivery address will be the address you choose from your PayPal/Amazon account.

The customer is liable for local taxes and duties, in all cases, for deliveries outside of the UK. Should there be a problem with delivery (eg refusal to accept delivery) you are responsible for any costs incurred which will be deducted from any refund.

UK Government and Local Government orders

Connevans Limited is pleased to accept official Purchase Orders, from all UK Government funded organisations, including Schools, Colleges, Universities, NHS Trusts, Police, Fire, Ambulance and Life Guard Emergency Services, the British Army, Royal Air Force, Royal Navy and all local and central Government Departments.

You can send us official Purchase Orders by email to: orders@connevans.com
Organisations placing regular orders can be set up with an online ordering account.

Site Security

Please don't worry about sending your credit/debit card details via our website. www.connevans.co.uk is secured by 128 bit encryption technology to keep your details safe and has a security certificate to prove it. This means that this information cannot be read by anyone other than Connevans. You can see that the checkout is a secure area of our site because a padlock symbol or key will appear in the bottom of your browser during checkout and payment.

Suitability

If you are unsure about the suitability of a product for your particular needs or you require more information on a particular product, please contact Connevans Customer Services who will be able to help with advice on suitability, technical information and specific applications.

Amending Orders

Orders may be amended up until the time your order is despatched. Our shopping site software allows you to change/cancel your order (excluding Amazon checkout) within half an hour during office hours and up to 23.30pm in the evening and at weekends - to amend an order either login and follow instructions or if already logged on click on your name at the top right of the screen.

If your order is no longer open, as we process orders promptly during the working day, please contact us immediately.

Delivery Timescale

All delivery timescales refer to working days and are from the day of despatch NOT the day we receive your order. If we have the items in stock, for orders received before 13.15 hours UK time, on a working day, we aim to despatch the same day. However due to the variety of our product range, in particular with colour options, we are unable to hold every option in stock. Likewise because some of our product range is manufactured to order we cannot manufacture and despatch in the same day! Products are marked as 'out of stock' if we are aware that we cannot despatch within a working week. If timescale is important to you please discuss your requirements with Connevans Customer Services, they will help in whatever way possible.

We offer a number of delivery services, the choices available for your location are offered when viewing your basket. Saturday deliveries are available for an additional charge. Please note that delivery timescales refer to working days, Monday-Friday. Next day delivery does not include Saturdays or Sundays.

As we use carrier services we cannot guarantee the delivery day. If you are not normally at home to receive deliveries instead of taking time off work please choose UPS Access Point where you can collect when convenient. Should a Parcelforce before 10 or before Noon delivery be late, please notify us and we will refund you the additional cost of that service.

If there is to be an undue delay with the dispatch of your order you will be emailed with details.

Please contact sales@connevans.com should you not receive your order placed with www.Connevans.co.uk within one working week of dispatch.

Please note that our working days are UK office hours Monday to Friday, excluding bank holidays.

Returns Policy

In the United Kingdom the Consumer Rights Directive (CRD) gives a customer the right to cancel up to 14 calendar days from the date of delivery. To exercise the right to cancel, you must inform us of your decision to cancel your order by a clear statement in a 'durable medium' (eg email, letter or fax) within the 14 calendar day period, in this case the original standard delivery cost will be refunded but not the cost of return. The cost of enhanced delivery services or shipping outside of the UK is not eligible for refund.

If you wish to exercise your right of cancellation you are obliged to take reasonable care of the products while in your possession.

You must return the goods to us, at Connevans Limited, Bridge House, 1 Nutfield Road, Merstham, Surrey RH1 3EB, UK, without undue delay and in any event not later than 14 days from the day on which you communicate your order cancellation to us. As mentioned previously you will have to bear the cost of returning the goods. When you return any products to us, we will not be responsible for any loss or damage to them in transit.

We may make a deduction from the refund for loss in value of any goods supplied if the loss is the result of unnecessary handling from you other than what is necessary to establish the nature, characteristics and functioning of the goods.

We will make the refund without undue delay, and not later than 14 days from when we receive the returned goods. We will make the refund using the same means of payment as you used for the initial payment.

Connevans Voluntary Returns Policy

To give you further peace of mind, orders from Connevans Limited are placed with the extended assurance that if you find an item unsuitable and return it to us outside the CRD 14 day statutory period but within 30 days of invoice, we will be pleased to refund the cost of the product - providing it is returned to us in resaleable condition with proof of purchase and a completed returns form. Certain items are excluded for hygiene reasons as noted on the product page.

Our definition of resaleable condition includes being returned with the original packaging and in a tidy and clean condition. The original delivery charge will not be refunded - the cost of returning a product is the responsibility of the customer unless it was received faulty or damaged.

We do not offer a loan or trial service and our offer of refund does not apply if you have used the product other than to assess whether it is satisfactory. We reserve the right to make a repackaging charge or refuse a refund if the product is not returned to us in a tidy and clean condition.

Items not covered by our extended 30 day return policy: items ordered by special request, products excluded for hygiene or other reasons as noted on the product page and goods ordered against our advice.

more information and returns form here

We try our best to process returns within a week of receipt.

Please note that we will make a standard UK £18 (£15 ex VAT) administration charge to cover the processing and cost of returning items to you, if sent to us outside our 30 day returns period.

Responsibility for Loss or Damage

Connevans naturally accept no responsibility for loss of or damage to a customerʼs parcel until it has been safely received at our factory. Customers are advised to return equipment adequately packed and covered by appropriate insurance. Packing material is available for purchase if required.

Shortages or Delivery of Wrong Items

Please notify Connevans Limited of any shortages or wrong items within 2 days of delivery, please keep all the packaging for later inspection if required - if we have supplied the wrong item we will arrange collection.

Damage or Non-Delivery Claims

If a product is received damaged in transit please also keep all the packaging for later inspection and tell us within 2 days of delivery - a digital photograph of the damaged parcel is helpful.
No responsibility for parcel loss can be accepted unless non-delivery is reported within 14 days of receipt of invoice.

Warranty

Connevans Limited undertakes that if any defect in materials or workmanship occurs in the product within the warranty period it will be repaired or, at our discretion, replaced free of charge within the UK. This applies only if the product has been correctly used with fair wear & tear and has not been damaged through misuse, accident or neglect and has not been modified or repaired by anyone other than Connevans Limited.

Product warranty is 1 year as standard, products with longer warranties are identified on the product page.

Consumables such as hearing aid parts (tubes/domes/RIC receivers), batteries, shoes and leads, etc. are not covered by this guarantee.

Costs of returning product under guarantee are normally the responsibility of the purchaser. Non UK customers may be liable for the cost of overseas return.

A charge for testing and returning products that are not faulty, albeit within the warranty period, may be made.

Please note that when products are returned for repair under warranty, proof/detail of purchase from Connevans is required. Warranty is confined to the first purchaser and is non-transferable. Gift receipts are available by request.

International warranty for Phonak equipment purchased for use outside of the UK.

Phonak offers a one-year limited international warranty, valid as of the date of purchase. This limited warranty covers manufacturing and material defects. The warranty only comes into force if proof of purchase is shown.

For customers using Phonak equipment outside the UK, in the unlikely event that your equipment requires repair it may be returned directly to your local Phonak service centre. Non UK customers will be liable for the cost of overseas return should the Phonak product be returned to Connevans instead of the local Phonak service centre in your own country.

UK Phonak warranty & Phonak extended warranty

What is covered? Failure of the serialised product due to normal use.

With Phonak serialised products the accessories, including straps and internal rechargeable batteries, are also covered for repair or replacement during the warranty period. In the event of a problem please return the whole system for servicing under warranty.

In the event of a faulty accessory, which has been verified by substitution of a spare, to allow you to continue to use your equipment please contact customer service for authorisation to return the individual faulty part. Please ensure that you have both the serial number and invoice/order detail of when purchased from Connevans Limited when contacting us for an authorisation number.

What is not covered? Failure due to physical damage or misuse is not covered under warranty.

The cost of returning a Phonak product for repair under warranty is the responsibility of the customer unless it was received faulty or damaged.

A charge for testing and returning Phonak products that are not faulty, albeit within the warranty period, may be made.

Connevans Service Promise

We make you a service promise that for equipment manufactured by Connevans: on normally chargeable repairs, should your equipment be on our premises for more than one working week no charge will be made.
Please note that this service promise does not apply to merchandised items (sorry!).

UK Extended Warranties

In the UK fmGenie and Phonak transmitters and receivers are covered by a two year warranty as standard; extended warranty may be purchased but must be done either at the time of equipment purchase or within one month of purchase.
Please note that extended warranty only applies to the main equipment and not to accessories such as modules, leads or chargers.

Returning Equipment for Repair - more information & repair form here

Please include your name, address (surprisingly some people don't!) together with a daytime telephone number, details of when you purchased the equipment from Connevans Limited and a description of the fault. Connevans naturally accept no responsibility for loss of or damage to a customer's parcel until it has been safely received at our factory. Customers are advised to return equipment adequately packed and covered by appropriate insurance.

For repairs outside of warranty please include full details of the problems you are having with the product. If you decide not to proceed with the repair we will charge for the return of products and reserve the right to levy an inspection charge - full terms & conditions available on request.

Warranties on Repairs

On repaired serialised items manufactured by Connevans, if the product has been correctly used and has not been damaged through misuse, accident or neglect and has not been modified or repaired by anyone other than Connevans Limited, we will give you up to 6 months warranty on the repaired item, subject to the age of the equipment – please note that this repair warranty does not apply to merchandised items (sorry!).
Equipment less than 5 years old – repair warranty 6 months.
Equipment less than 8 years old – repair warranty 3 months.
Equipment more than 8 years old – we are happy to repair it, but it is only warranted that the repair will work when you get it back (i.e. 3 weeks if you want to put a time on it).
How do you work out how old a piece of equipment is? There is an 8-digit serial number on all items manufactured by Connevans – the first four digits are the date of manufacture. For example: The serial number on an item might be: 08021362 – this item was made in February 2008, i.e. the first two numbers are the year, the second two are the month. Naturally, your warranty runs from when you buy the equipment not from when it was manufactured, but it is useful to know.

Specifications

In accordance with its policy of progressive product design, Connevans reserves the right to alter specifications and/or appearance without notice. All offers of guarantee and servicing arrangements apply to the UK/EU only.

Colours

Colours shown are for indication only and may not be exact due to variations in studio processes.

Please note that our terms and conditions are governed by English law.
E&OE

Registered Office: Connevans Limited, Bridge House, 1 Nutfield Road, Merstham, Surrey, RH1 3EB. Company registration number: 00707484. Registered in England and Wales.

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