Our Terms and Conditions

Nothing in these Terms and Conditions shall affect the Buyer’s statutory (legal) rights.

Please read these Terms and Conditions carefully and fully. Should you require these in a different format, font or size please let us know either by contacting us in writing, by telephone or in email as above. We shall also be happy to read these through with you if required, please let us know prior to provision of service.


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 cheque, 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, time quote and noting our contact details.


Spectacles and hearing aids are bespoke products and are exempt from a right to cancel. However we do provide a goodwill 7 days to change your mind from the date of order. Please contact us either by writing to the above address, by telephone or email by stating your name, address and ID number within these seven days. Alternatively you can complete the form provided along with your receipt and return it to the above address.

For goods other than those mentioned above, you have the right to cancel the contract within 14 days without giving any reason. The cancellation period will expire after 14 days 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 as above. Further information regarding your right to cancel is provided at time of order and is left with you on the reverse of your receipt.


We 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. Title and risk in the goods shall pass to the buyer upon delivery of the goods.


Hearing aids have a two year manufacturers warranty. All other products including spectacles are supplied with a one year manufacturers warranty unless otherwise confirmed prior to order. This does not cover accidental damage. It is possible to upgrade your cover to include accidental damage for spectacles, please ask us about our Care Plus Policy.

60 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 reasonable amount of time you are entitled to a full refund of costs paid towards your hearing aids. This applies to the first 60 days following delivery and fitting. All warranties are in addition to your statutory (legal) rights.


All refunds shall be made within ten working days in the same method as the original payment was received unless the original payment was in cash. In this circumstance we shall offer to refund either via cheque or postal order to your home address.

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 The Outside Clinic 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).

Buy with Confidence 

The Outside Clinic is delighted to be a ‘Buy with Confidence’ partner of Trading Standards.

Buy With Confidence is a national register of Trading Standards Approved businesses run independently by local authority trading standards departments. Should you have any questions regarding these Terms & Conditions please contact us directly, our contact details are provided below. Alternatively you may contact the Citizens Advice Bureau or Citizens Advice Consumer Service Trading Standards Helpline on 03454 040506.

NHS Products

These Terms & Conditions do not apply for NHS products.