Terms and Conditions

Please see below our Terms and Conditions. Should you require these in a different format, font or size please let us know either by contacting us.


To proceed with an order for spectacles or hearing aids we require a minimum of 50% deposit. Any outstanding balance is to be paid in full upon delivery. Payment is accepted via card or cash. For any accessories or other products, payment in full is required at time of order. Prior to order we shall notify you of expected delivery time and a full receipt of payment shall be left with you confirming the order and leaving our contact details.


Spectacles and hearing aids are bespoke products and are exempt from a right to cancel. However we do offer a goodwill 7 days (including weekends) to change your mind from the date of order.

Please contact us either by writing by telephone or email by stating your name, address and invoice number within these seven days.

For goods other than spectacles or hearing aids, you have the right to cancel the contract within 14 days without giving any reason. The cancellation period will expire after 14 days (including weekends) from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. To exercise the right to cancel you must inform us by telephone or email by stating your name, address and invoice number within these 14 days.


Our Staff aim to deliver all products within 28 days or where otherwise indicated at the time of order. When the goods are ready to be delivered we shall contact you, or your named representative, to organise a delivery and, where appropriate, fitting appointment. Delivery shall be made to the address at which the order was originally taken or as agreed at the time of order. Should there be any unexpected delays to manufacture or deliver the goods we shall notify you as soon as we are made aware to keep you updated and where appropriate organise a new delivery date.


Hearing aids have a two year manufacturers warranty (from the date of delivery) unless you have purchased additional warrantee. All other products including spectacles are supplied with a one year manufacturers warranty (from the date of delivery) unless otherwise confirmed prior to order. This does not cover accidental damage. If products are returned to us and are found to be damage due to accidental / wear and tear or other means which are not covered by manufactures fault – there will be a charge to repair / replace the items which will be discussed with you prior the repair / replacement process .

30 Day Money Back Guarantee on Hearing Aids If you are not satisfied with your hearing aids in any way contact us in writing, by telephone or in email as soon as you are aware. If we are unable to meet your expectations or satisfaction within a 30 day periods from the date of delivery and fitting of your hearing aids - you are entitled to a full refund of costs paid towards your hearing aids. Cost of hearing assessment appointments, moulds or any other additional charges is non-refundable. If there is any damage to the hearing aids – the damage price will be calculated and subtracted from the total amount owed back to you. All refunds of hearing aid systems shall be made within 28 working days. If we have agreed to a cancellation and refund and you have possession of the goods it is your responsibility to return them to us. No refund shall be made prior to return and our receipt. To proceed with a return and refund you shall need to send us the goods. We strongly recommend returning via Royal Mail Recorded Delivery retaining proof of postage to ensure adequate insurance and that the return can be tracked. This is your responsibility and East England Eye & Hearing Care Ltd does not cover the cost of the return. When we receive the return, we shall notify you to confirm. Until we receive the product, we hold no responsibility. Should there be any damage to the products on return this may affect the cancellation and refund (if applicable). NHS Products These Terms & Conditions do not apply for NHS products. Nothing in these Terms and Conditions shall affect the Buyer’s statutory (legal) rights

Complaints If you would like to make a complaint, please contact East England Eye & Hearing Care, 0800 024 8896, This email address is being protected from spambots. You need JavaScript enabled to view it. or write to us, Patient Concerns Manager, Office 3, 3 Merlin End, Colchester, CO4 3FW. We will aim to respond within 48 hrs by investigate and dealing with the concern and always be happy to solve the situation in the fairest way possible. If your complaint relates to your spectacles or contact lenses you can contact the Optical Consumer Complaints, P.O. Box 219, Petersfield GU32 9BY, Tel: 0844 800 5071, E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it. Complaints can also be raised in confidence with: Domiciliary Eyecare Committee - 199 Gloucester Terrace, London W2 6LD, Tel: 020 7298 5151 E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.