Terms of Sale

The website www.audilo.co.uk (the ‘Website’) is owned and operated by Auriseo (‘Auriseo’, ‘we’, ‘us’, ‘our’), a simplified joint-stock company with share capital of €62,658.90, registered in the Cahors Trade Register under number 508 151 511, with registered office at 1134 Chemin du Bartassec 46000 Cahors. The company operates under the trade name ‘Audilo’. Auriseo is part of the Sonova Group since 2019.

These Terms of Sale ( the ‘Terms’) apply to all commercial operations concerning products sold on the Website, to the exclusion of all other terms (except in the case of an express written derogation duly approved by both parties). Any contradictory term will therefore not apply to Auriseo without our express acceptance, whenever it may be brought to our attention.

Please read these Terms carefully. Placing an order on the Website implies your full and unreserved acceptance of these Terms of Sale.

Auriseo reserves the right to modify these Terms at any time. The Terms applicable will be those in effect on the day your order is validated.

Auriseo’s failure to invoke a provision of the terms at any time will not be deemed a renunciation to invoke it later on.

This is an e-commerce website. It offers hearing aid batteries, hearing aid maintenance products, ear protection products and related accessories, designed and manufactured by the biggest brands on the market. Products are offered subject to stock availability on the day of the order. Auriseo’s product catalogue may be modified at any time.

Auriseo’s prices are expressed per unit in euros with all taxes included and correspond to the price in effect on the day the order is placed. In any case, the date on the invoice will be the day the order is placed.
Catalogue prices are provided with all taxes included and on an indicative basis. They may be modified at any time, depending on changes in the market and the availability of the desired products and services. Auriseo only guarantees the price of the product on the day of your order.
Delivery fees may be applied on top of these prices. You can see the amount of the delivery fee before purchasing simply by adding the product to your basket. Delivery fees may be waived under certain conditions (conditions for each carrier displayed in the basket) or with a promo code during specific periods.

Orders are placed via the Website, on which the contractual information is presented in French and English. Orders will be confirmed in an email, which will contain this information, when your order is validated at the latest.

By submitting your order, you are accepting the obligation to pay the price indicated. You can pay for your purchase via card, PayPal, cheque or bank transfer.

6.1 Methods. Delivery will be made at the address provided by the customer on the Website during the order process. All orders are sent via La Poste (Lettre Suivie, Delivengo or Colissimo), Chronopost or Mondial Relay.

6.2 Delivery incidents. If you refuse delivery of the ordered product or if the delivery cannot be made due to incorrect or incomplete information provided by you, Auriseo reserves the right to demand immediate full payment of all additional costs resulting from the refusal of the delivery, from the failure to receive the delivery or from errors in the provided delivery address. It is your responsibility to make any claims in accordance with article 13 below.

6.3 Order processing times. Deliveries take place in accordance with
the availability of the products or services, in the order in which the orders are received and within the times contractually established by Auriseo.

6.4 Delivery date. Auriseo strives to dispatch orders as quickly as possible. Our orders are generally dispatched within 24 hours.

About express delivery (Chronopost): Orders submitted and paid for before 1 p.m. are generally dispatched on the same day. Orders received and paid for after 1 p.m. are sent the next working day, unless, exceptionally, the product is out of stock (in this case, you will be notified by email or telephone).

About other carriers (Colissimo, Lettre Suivie, inter, DHL): Orders are dispatched within 24 hours (except for orders placed on a Friday, which are dispatched the following Monday).

Delivery time:

Standard Delivery:

- The delivery time for La Poste orders is approximately 48 to 72 hours.

Express delivery:

- The delivery time for orders with DHL is generally 24 hours (48 hours for certain regions of England): Orders are delivered before 6:00 p.m. the day after shipment against signature or after agreement.

Please note that delivery times are indicative only. In any case, for any delivery in mainland England, we guarantee that the products will be delivered to you no later than thirty days following the validation of your order.

Should one or more of the ordered products be missing, damaged or incorrect, you must immediately express the relevant reservations to the delivery person when you receive the order. Any reservations upon delivery must be expressed to Auriseo via email within 3 days of delivery of the order concerned.

It is your responsibility to provide proof of the defects or anomalies you find. In the event of either a hidden defect or a nonconformity in the product delivered, duly checked by Auriseo, you will be offered a free replacement, repair, or partial or total refund of the product, to the exclusion of all damages or any other compensation of any kind, except in the cases provided for by law.

Auriseo will not accept responsibility for the non-fulfilment of the contract signed with you due to a case of force majeure. Force majeure refers to all unpredictable, unavoidable events outside of Auriseo’s control, of any kind, that make it impossible to fulfil the contract, including but not limited to natural disasters, bad weather, fire, strikes, sabotage, and an act or regulation issued by administrative or legal authorities.

9.1 Exercising the right of withdrawal. Pursuant to the provisions of the French Consumer Code, you have 14 days, starting on the day you receive the ordered product(s), to withdraw from this contract without giving a reason.

To exercise your right of withdrawal, you must notify Auriseo of your decision to withdraw within 14 days of receiving your order, via the contact details mentioned in article 15 of these Terms.

This notification must take place through unambiguous means (such as a letter or email). You can also use the withdrawal form template that appears in appendix 1 of these Terms. You can also send the completed withdrawal form or any other unambiguous declaration via the ‘After-sales service: product return’ form in the ‘Contact us’ section on the Website.

These steps are essential, so that you can obtain a return number and exercise the right of withdrawal effectively.

The product must be returned in its original packaging in new
condition (unused and in perfect condition for resale), with all instructions and accessories, if applicable, and a photocopy of the invoice. The product must be returned without excessive delays, within 14 days of your communicating your decision to withdraw, at the very latest. The costs incurred by this return are at your expense.

9.2 Exceptions to the right of withdrawal You cannot exercise the right of withdrawal in the following circumstances:

- Due to the nature of the ordered products, they cannot be sent back or they are likely to deteriorate or expire quickly
- The ordered products are made to measure, produced according to your specifications or clearly personalised
- You have unsealed the ordered products upon delivery and they cannot be sent back for hygiene or health protection reasons This particularly applies to hygiene products or products that come into contact with the skin (ear protection, ear defenders, earphones, sound pillows, etc.).

9.3. Effects of right of withdrawal. In the event of a withdrawal, Auriseo will issue a refund for all payment received, including delivery fees (except extra fees from choosing a delivery method other than the cheapest standard delivery method offered by Auriseo) without
excessive delays, within 14 days of our being informed of your decision to withdraw from this contract, at the very latest.

We will proceed to issue a refund via the same payment method you used for the initial transaction, unless you expressly agree to another method. In particular, the refund may be made as a credit note (valid for a year at the most) if you expressly agree to a refund in this form. In any case, this refund will not incur any fees for you.

We may defer the refund until we have received the product or until you have provided proof of sending, whichever comes first.

You are responsible for any deterioration to the product resulting from any handling other than that which is necessary to establish the nature, characteristics and functioning of the product.

Products returned as part of the after-sales service must be accompanied by all accessories, original packaging and the invoice. All return requests made to the after-sales service must be carried out via the ‘After-sales service: product return’ form in the ‘Contact us’ section on the website. After-sales service returns will not be processed by telephone. Any requests not made via the aforementioned contact channels will not be taken into account.

Unless the law indicates otherwise, delivery fees for after-sales service returns are payable by you. Auriseo will then proceed to repair the product and send it back to you (at Auriseo’s expense) within approximately 30 days.

Upon reception by Auriseo, a test will be carried out to check the fault. If the item is faulty, it will be sent to our manufacturer. Once they have checked it, it will be repaired or, if it is in stock, you will be sent a new one. If a product under guarantee is no longer available for sale, we will offer a product with similar characteristics as an exchange or a credit note for the amount of your order. If the item has been discontinued, you will be offered an equivalent product or a credit note for the amount of your purchase. A refund will only be issued for an after-sales service procedure in the cases detailed in article 9 of these Terms.

When you place an order on the Website, Auriseo may collect certain data that identifies you as an individual (‘Personal Data’), such as title, full name, email address, date of birth, delivery address, billing address, etc. We will only use this Personal Data to provide you with your requested products or services, or for other purposes detailed in our Privacy Policy. For more information on Auriseo’s use of your personal data, please consult our Privacy Policy available here 

Should you wish to complain, you can contact our customer service department through the contact details provided in article 15 of these Terms. Pursuant to the provisions of the French Consumer Code concerning the amicable resolution of disputes, Auriseo adheres to the FEVAD’s (e-Commerce and Distance Selling Federation) e-Commerce Mediation Service, the contact details for which are as follows: 60 Rue La Boétie – 75008 Paris –
http://www.mediateurfevad.fr In accordance with the regulations that apply to mediation, any consumer dispute must first be shared in writing with Auriseo’s customer service department via the contact details provided in article 15 of these Terms.

Returned products must be accompanied by the device's accessories in its original packaging and the purchase invoice. All return requests must be made using the "product return" form in the "contact us" section of the Site. Return requests are not processed by telephone. No request to open a file that has not been made via the above-mentioned links will be taken into account.