The terms and conditions set out in this “Returns Policy” apply to all goods purchased from Aural-Aid in the Singapore, whether you buy through our website at www.auralaid.com, over the phone or otherwise.
Together with the Terms of Sale this Returns Policy forms part of a legally binding contract between us and you which you accept whenever you buy goods from Aural-Aid all of the terms and conditions in the Terms of Sale will apply equally to this Returns Policy, including any defined terms. In the event of a conflict between the Terms of Sale and this Returns Policy, the Terms of Sale will apply.
2. Your right to cancel made to order goods
2.1 Goods that are ordered cannot be cancelled or returned once the order is accepted. In this case, after we have sent you our Order Acknowledgement email you will have entered into a binding contract to buy the goods, and because the goods are being made to your specification you will not be able to cancel that contract. Once the goods have been delivered you can only exchange them within 30 days from the date of delivery if they are not of satisfactory quality or reasonably fit for the purpose and we cannot remedy the fault to your reasonable satisfaction.
4.1 If you wish to exchange an order please contact Aural-Aid within 30 days from the date of delivery. Please have your Order Acknowledgement email to hand and be ready to quote your order number and to specify which goods you want to exchange. You can only exchange the goods if they are not of satisfactory quality or reasonably fit for the purpose and we cannot remedy the fault to your reasonable satisfaction. Orders delivered after 30 days cannot be exchanged.
5.1 If you would like to exchange the goods yourself, you can take them to an Aural-Aid store. You will need to take all of the goods you are exchanging, together with a copy of your Order Acknowledgment email, delivery receipt and the payment card with which you paid for the goods.
5.2 To arrange collection of the unwanted goods please contact Aural-Aid. We will then arrange for your unwanted goods to be collected by an Aural-Aid representative. A collection fee may apply.
5.3 You agree to return the goods in full, in a resalable condition and securely packaged (properly repacked in their original packaging if they were removed from it). You are responsible for all costs of returning the goods.
5.4 If you decide to return goods to us after you have started to assemble them then you should disassemble them to the extent necessary to allow them to be properly returned. However, if disassembly is reasonably likely to cause damage to an item please leave it assembled and let us know.
6. Taking reasonable care of the goods
6.1 You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned. Examples of a failure to take reasonable care of goods may include if you use the goods, if you assemble or part assemble the goods or if you remove the goods from their packaging and fail to properly repack them. If your failure to take reasonable care of the goods means that they cannot be resold as new we reserve the right to apply a charge of 30% of the price you paid for the goods. We can only re-sell opened, assembled or used goods in-store at a significantly discounted price and the 30% charge is your agreed contribution to our likely loss on these goods.
6.2 If the goods are damaged whilst in your care (including damage caused in assembling or disassembling the goods), if you fail to return all parts of the goods or otherwise if your failure to take reasonable care of the goods means that we reasonably believe that resale will not be possible at all, you agree that we may not exchange in respect of the goods as compensation for our loss on these goods.
7.1 Collection of the goods will only take place from the delivery address to which they were delivered, and will be subject to the following conditions:
7.1.1 you agree to provide Aural-Aid with as much detail as possible of relevant features of the delivery address (for instance, in the case of a van delivery team collection which floor the items are to be collected from, whether there are any narrow doors etc) in order to help our representative prepare for the collection;
7.1.2 you agree to ensure that there is suitable access to the chosen collection location;
7.1.3 if collection cannot be made from your chosen location due to the nature of the premises, because there is insufficient access or for any other reason that is not within our reasonable control, including your absence at the time of collection, you agree to pay our reasonable additional collection fees and the costs of re-arranging collection;
7.1.4 if our representative reasonably considers that collection from the room of your choice is likely to cause damage to the goods or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the goods in spite of such concern but we will not be liable for any damage caused to your property or to the goods as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the goods);
7.1.5 you agree to give our representative all goods which are being returned, including all component parts of such goods and all related items or accessories (including original packaging) which are included in the price of the goods being returned;
7.1.6 a collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your goods;
7.1.7 you keep the goods at your own risk until they have been removed by our collection agents from your premises;
7.1.8 if you are not personally available to undertake any of your obligations under this paragraph 7.1, you may appoint a representative to do so in your place. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative’s instructions as if they were your own;
7.1.9 this paragraph 7.1 does not take away any rights you may have under law.
8.1 We will charge a reasonable fee for the cost of sending a representative to collect your goods. In most cases the costs involved in collecting your goods are the same as the initial cost of delivering them; therefore usually the collection fee will be the same as the delivery fee.
8.2 Collection fees will apply to each collection made by us and will be charged in full even if not all the items you ordered are being returned.
9.1 We will make no refunds.
10.1 This Returns Policy does not take away any rights you may have under consumer law.