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Terms & Conditions

Terms of Use

It is a key policy of London Ear Lab to provide a standard of product and service that will make it a pleasure for you to deal with us, so that you will want to deal with us again and also recommend us to others. We do our best to deal with all matters in an enlightened and friendly way, and if you take the same approach with us, then in practice we are likely to provide a higher level of service and support than these Terms and Conditions require. Do please bear this in mind when dealing with us.

General Terms and Conditions

This site is owned and operated by London Ear Lab Ltd, Unit A, Syms House, Woodside End, Wembley, London HA0 1UR. These Terms & Conditions govern your use of the London Ear Lab service and website. By visiting the London Ear Lab website, you accept, and agree to, the content of these Terms & Conditions. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at info@londonearlab.com

Changes to Terms and Conditions

We reserve the right to change the Terms & Conditions at any time and it is your responsibility to check regularly before ordering. This does not affect your statutory rights.

The Contract

When an order is placed via our website (www.londonearlab.com) we will treat that action as an offer to buy. Once the order is placed you will receive email confirmation and at this time, we enter into a legally binding contract with you. We store the contract’s content and will send you the details of your order via e-mail. You can find the terms here at all times. All order details and recent order activities can be found in your “My Account” page.

Accuracy of Content

We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods are available and have been described accurately. However, orders will only be processed if there are no material errors in the description of the goods or their prices as advertised on this website. Any weights, dimensions and capacities given about the goods are approximate only. London Ear Lab shall not be held responsible for the accuracy of any advice given regarding the suitability (or otherwise) of any part/s required for the repair of an item. If you have ordered an item that has an unsuitable product description, we will remedy this by providing you a full refund upon the return of the item. Please see our Returns and Warranty page for details.

We encourage you to ensure all spare parts are fitted by a competent person in accordance with manufacturer specifications. London Ear Lab cannot be held liable for any damage caused by the fitting of a spare part.

Please ensure that you have read your warranty conditions before attempting to install a part or otherwise repair item. London Ear Lab cannot be held responsible if the item is damaged or your warranty is voided.

Returns Policy

For full details please see our Returns and Warranty page.

Estimated Delivery Times

We always strive to ensure all advertised products are available and dispatched within the quoted time. If there is a delay, we will inform you of this via email and the product will be dispatched as soon as it is available. If you have ordered multiple items they may arrive separately.

Though we always aim to get all orders sent out as speedily as possible, London Ear Lab has no liability to you for any delay in the delivery of products ordered. You have the right to cancel delayed orders at any time, just contact info@londonearlab.com with your order number.

There may be instances where we have to withdraw an item because it has become obsolete or has been discontinued. If you have placed an order for an item that has been discontinued we will inform you as soon as possible and offer you an alternative if one is available.

Prices and Payment

The prices payable for goods that you order are as set out on our website. All prices are quoted in pounds sterling (£) and include Value Added Tax (VAT) at UK rates, available on every product page. It may be necessary to adjust prices in the event of an increase in VAT rates, or as a result of a manufacturer price increase. Customers are entitled to a full refund if this is not acceptable.

Where it is not possible to accept your order to buy goods of the specification and description at the price indicated, we will advise you by email, and offer to sell you the goods of the specification and description at the price stated in the email and will state in the email the period for which the offer or the price remains valid.

Payment over the Internet can be made via our secure check out pages using Visa, Visa Electron, Mastercard, Switch/Maestro or Solo cards, PayPal and Worldpay.

Card charges will appear on your statement as “London Ear Lab Ltd”.

Due to the nature of the clearing system your credit card payment will be taken at the point of processing. If a problem in supply should occur, your payment method will be refunded as swiftly as possible. The refund may take a couple of days to show as cleared funds on your account, depending on payment provider.

We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from you, then we can refuse to process your order and/or suspend any further deliveries to you. This does not affect any other rights we may have.

If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your order reaches your country. These and any additional charges for customs clearance are your responsibility.


Both UK and International orders will be delivered either using Royal Mail or DPD couriers.


Orders may be cancelled at any time before they are dispatched, simply visit your account and follow the steps for a full refund. Under The Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your order in writing seven working days beginning with the day after the day on which the consumer receives the goods. Please see our Returns and Warranty page for guidance on method and costs of return.

Please note however that the following exceptions apply:
Once your ear impressions have been received by us the right to cancel will not apply.
You cannot cancel your contract if the goods you have ordered are bespoke (i.e. made to order) or place a hygiene risk.

Any other non-customised goods received before you cancel your contract must be returned back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery, you should not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.

Once you have notified us that you are cancelling your contract, and we have either received the goods back, we will refund any sum debited by us from your chosen method of payment within 14 calendar days.

We may make a deduction from your refund for any loss in the value of the goods supplied if the loss is the result of unnecessary handling by you (for example removal of packaging).

Cancellation by us

We reserve the right not to process your order if:
We have insufficient stock to deliver the goods you have ordered.
We do not deliver to your area.
One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.

Reviews and Feedback

We encourage you to send reviews, feedback and product questions via email and our social media platforms. This content is routinely monitored and we reserve the right to remove, reject or edit it at any time. If you submit a review, feedback or product question you accept that this is not copyright protected and you are allowing its appearance on the London Ear Lab website and/ or social media platforms.


We are only responsible for losses that are a natural, foreseeable consequence of our breach of these terms and conditions. We do not accept liability if we are prevented or delayed from complying with our obligations set out in these terms and conditions by anything you (or anyone acting with your express or implied authority) does or fails to do, or is due to events which are beyond our reasonable control.

We shall not be liable for incidental or consequential damages or expenses. This includes, but is not limited to, damage to property, lost income, profits, economic or commercial losses and third parties claims. We will do our best to get all orders dispatched as quickly as possible. We have no liability to you for any delay in the delivery of products ordered. You have the right to cancel delayed orders at any time and get a refund prior to the item being dispatched. This warranty does not affect your statutory rights.

You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

Ownership of rights

The contents of these pages (including pictures, designs, logos, photographs, text written and other materials) are the copyright trademark or registered trademark of London Ear Lab, its content and technology providers and their respective owners.

All rights, including copyright, in this website are owned by or licensed to London Ear Lab Ltd. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute, or repost anything on this website for any purpose.

Governed Law

This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

Our Details

London Ear Lab is a registered trademark
Registered Address: London Ear Lab, Unit A Syms House, Woodside End, Wembley
London HA0 1UR Company Registration Number UK 103361
VAT Registration Number GB 260 584 991