Terms And Conditions

These terms are issued by Acoustix Hearing Limited trading as Acoustix® Hearing Technologies and are effective from 1st of December 2010. These terms cover the use of our websites - acoustix.co.nz and dontlosethemusic.co.nz, as well as any Acoustix® Hearing Technologies - Don't Lose the Music® online properties accessible from these websites. Use includes visits to our sites, purchases on our sites, participation in our database and promotions. These terms of use apply to you when you use our websites. Please read these terms carefully. If you need to refer to them again they can be accessed from the link at the bottom of any page of our websites.

About Us

This website is owned and operated by Acoustix Hearing Ltd trading as Acoustix® Hearing Technologies. Don't Lose The Music® is a division of Acoustix® Hearing Technologies.

If you wish to contact us please:
Phone: +64 9 520 5648 Monday - Friday 8.30am - 5.00pm
Fax: +64 9 281 3510
Email: [email protected]

Outside of our office hours, please email us and we will respond to all queries upon our return.

1. Content

While we endeavour to supply accurate information on our site, errors and omissions may occur. Acoustix® Hearing Technologies does not accept any liability, direct or indirect, for any loss or damage which may directly or indirectly result from any advice, opinion, information, representation or omission whether negligent or otherwise, contained on this site. You are solely responsible for the actions you take in reliance on the content on, or accessed, through this site. Acoustix® Hearing Technologies reserves the right to make changes to the content on this site at any time and without notice. To the extent permitted by New Zealand law, Acoustix® Hearing Technologies makes no warranties in relation to the merchantability, fitness for purpose, freedom from computer virus, accuracy or availability of this web site or any other web site.

2. Making A Contract With Us

When you place an order with us, you are making an offer to buy goods. When you place an order with us on-line, we will send you an e-mail to confirm that we have received and accepted your order, which indicates that a contract has been made between us. We will take payment from you when we accept your order. In the unlikely event that the goods are no longer available, we will refund your payment to the account it originated from, and advise that the goods are no longer available.

An order is placed on our website via adding a product to the shopping cart and proceeding through our checkout process. The checkout process includes giving us a valid physical delivery address (no PO Box address) and any other relevant details for your order, entering payment information and submitting your order. The final step consists of a confirmation page with full details of your order, which you are able to print as a receipt of your order. We will also email you with confirmation of your order.

We reserve the right to refuse or cancel any orders that we believe, solely by our own judgement, to be placed for commercial purposes, e.g. any kind of reseller. We also reserve the right to refuse or cancel any orders that we believe, solely by our own judgement, to have been placed fraudulently. We reserve the right to limit the number of an item customers can purchase in a single transaction.

3. Payment Options

We currently accept the following credit cards:

  • Visa
  • MasterCard

4. Pricing

All prices listed on www.acoustixhearing.co.nz are in New Zealand dollars and are inclusive of 15% GST. All prices are correct when published. Please note that we reserve the right to alter prices at any time for any reason. If this should happen after you have ordered a product, we will contact you prior to processing your order. Online and in store pricing may differ.

5. Website and Credit Card Security

We want you to have a safe and secure on-line shopping experience. All payments via our sites are processed using SSL (Secure Socket Layer) protocol, whereby sensitive information is encrypted to protect your privacy. You can help to protect your details from unauthorised access by logging out each time you finish using our site, particularly if you are doing so from a public or shared computer. For security purposes certain transactions may require proof of identification.

6. Delivery Policy - Courier Deliveries

We aim to provide fast, secure, and reliable delivery of all orders via our trusted courier partners. We deliver to valid physical addresses in New Zealand, Australia and the United States of America. For deliveries to other countries, please contact us first at [email protected] . 

1. Delivery Timeframes

  • Standard Delivery: 1-3 business days within New Zealand, depending on the destination
  • Rural or Remote Areas: Please allow an additional 1 -2 business days
  • International Orders: Delivery times vary by location and customs clearance processes.

2. Dispatch Time

  • Orders placed before 2:00PM local time will be dispatched on the same business day.
  • Orders placed after 2:00PM local time or on weekends/public holidays will be dispatched on the next business day.

3. Courier Partners

We use NZ Post for all deliveries within New Zealand, and for international deliveries we use DHL, UPS or FedEx. Tracking details will be emailed to the client once the order has been dispatched.

4. Delivery Charges

  • Standard Delivery: from $10.00 incl GST
  • Rural Deliveries: A surcharge may apply based on the rural delivery address

5. Delivery Address Requirements

  • Please ensure the delivery address is complete and accurate.
  • To ensure successful delivery, please provide a delivery address where someone will be present during business hours to sign for the receipt of your package, unless instructed otherwise. 
  • Please note that a signature is required for all deliveries. The goods become the recipient's property and responsibility once they have been signed for at the time of delivery.
  • If goods are lost or damaged in transit, please contact us within 7 business days at [email protected] . We will use this delivery information to make a claim against our courier company.
  • We will offer you the choice of a replacement or a full refund, once we have received confirmation from our courier company that delivery was not successful.

We do not deliver to PO Boxes.

6. Missed Deliveries

If no one is available to receive the parcel, a catd-to-call may be left with instructions for re-delivery or collection from a nearby depot.

7. Delays or issues

We are not liable for deliveries caused by the courier, weather conditions, or incorrect shipping detalis provided by the customer. Please contact us at hearing@acoustix if your pacel has not arrived within the expected timeframe.

8. Damaged or Lost Parcels

If your parcel is damaged or lost during transit, please notify us within 5 business days. We will work with the courier service to reslove the issues and arrange a replacement or refund as appropriate.

7. Delivery Period

We endeavour to ensure that orders will be dispatched within two business days of the order being placed. Orders are expected to arrive within 1 - 2 business days the day after dispatch, although please allow two additional days for delivery to rural addresses. To ensure successful delivery, please provide a delivery address where someone will be present during business hours to sign for the receipt of your package, unless instructed otherwise.

8. Returns

Without limiting any rights you have under the Consumer Guarantees Act, all goods to be returned must have a Goods Return Authority issued by us. The issue of a Goods Return Authority does not guarantee that we will accept the return.

Change of Mind Returns

If you have changed your mind or ordered the wrong product by mistake, you may return eligible items within 7 days of delivery, provided they meet the following conditions:

  • The item is unused, unopened, and in original, resalable condition
  • The packaging is intact and undamaged
  • The product is not a custom-made item (e.g. custom earmould, custom hearing protection, custom in-the-ear hearing aid, custom in-ear monitors) or non-returnable for hygiene reasons (e.g. opened domes, opened ear tips, wax guards, hearing aid receivers, cleansing wipes, dissicant capsules, hearing aid batteries)

Please note: We do not accept returns for used hearing aids, used universal fit in-ear monitors, in-ear accessories that have been opened, or consumables once the packaging seal is broken.

Incorrectly Supplied Products
If you have been accidentally supplied the wrong product, Acoustix Hearing Technologies will supply the correct product or issue a store credit or a refund. In these circumstances, if the Consumer Guarantees Act applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Guarantees Act does not apply:

  • To supply the correct product, the incorrect product will first need to be returned to us.
  • We will need to be notified within 7 days of purchase / delivery.
  • The incorrect product supplied must be in resalable / unused condition.

Products Damaged In Transit
If your product has been damaged during transit to your delivery address we will replace your product (if it is available) or issue a store credit or a refund. In these circumstances, if the Consumer Guarantees Act applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Guarantees Act does not apply, unless we agree otherwise, you must notify us within 24 hours of delivery in order to be eligible for a replacement, a credit or a refund.

Products That Are Faulty Upon Arrival / First Use or Otherwise
If the product you received is faulty upon arrival / first use or where the Consumer Guarantees Act applies, the products do not comply with the guarantees under that Act, we will either repair or replace your product, or issue a store credit or a refund. Without limiting any rights you have under the Consumer Guarantees Act, in order to repair, replace or issue a credit or a refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. If the Consumer Guarantees Act applies, we will meet our obligations under that Act, otherwise, if the Consumer Guarantees Act does not apply, all returns of this nature must be made within 7 days of purchase/delivery.

Restocking Fees
In some special circumstances including when products are sold to customers, we may agree (at our discretion) to accept a return of a product that is not faulty. In these situations there will be a handling fee equal to at least 10% of the goods value. Delivery fees are not refunded at all.

Without limiting any rights you have under the Consumer Guarantees Act:

  • Faulty goods will be subject to the normal return procedures for the specific brand being returned.
  • Delivery fees will not be credited.
  • Goods returned have to be in the same condition as at the time of supply. Broken packaging will not qualify for a refund.

Return Procedure

To initiate a return:

  • Contact us at [email protected] within 7 days of delivery
  • Provide your invoice number and reason for return
  • We will confirm whether the item is eligible and provide return instructions

You are responsbile for:

  • Return courier costs (unless the return is due to our error)
  • Ensuring the item is packaged securely to avoid damage in transit

Once the returned item is received and inspected, we will issue a store credit, exchange or refund as deemed appropriate and agreed. Refunds will be made via secure on-line bank transfer (your designated bank account details will be required), excluding original shipping charges unless the return is due to an error on our part.

9. Accessing Our Service

Other than connecting to Don't Lose the Music website by HTTP requests using a web browser, you may not gain access to Acoustix® Hearing Technologies- Don't Lose The Music® website servers. You agree not to disrupt, modify or interfere with our websites or services and their associated software, hardware and servers in any way. You also agree not to modify any content or service on Acoustix® Hearing Technologies and Acoustix® Hearing Technologies- Don't Lose The Music® websites. Furthermore, you agree not to use our sites in any inappropriate or unlawful way.

10. Disclaimer

Our websites are intended to provide information for people shopping for our products and accessing our services, including making purchases via our website and registering on our database to receive e-mails from us.

While we endeavour to supply accurate information on this site, errors and omissions may occur. Acoustix® Hearing Technologies does not accept any liability, direct or indirect, for any loss or damage which may directly or indirectly result from any advice, opinion, information, representation or omission whether negligent or otherwise, contained on this site. You are solely responsible for the actions you take in reliance on the content on, or accessed, through this site.

Acoustix® Hearing Technologies reserves the right to make changes to the content on this site at any time and without notice. To the extent permitted by New Zealand law, Acoustix® Hearing Technologies makes no warranties in relation to the merchantability, fitness for purpose, freedom from computer virus, accuracy or availability of this web site or any other web site.

11. Intellectual Property

Acoustix® Hearing Technologies owns all copyright and other intellectual property in this site. Everything on this site, unless otherwise stated, is copyright. Acoustix® Hearing Technologies welcomes the use of this site for personal use, non-commercial use, research or study - provided that the user acknowledges all copyright and other notices contained in the content. We advise that you may not copy or display for redistribution to third parties or for commercial purposes, any portion of this site without the express permission of Acoustix® Hearing Technologies.

12. Links

Please note that although this site has some hyperlinks to other third party websites, these sites have not been prepared by Acoustix® Hearing Technologies and are not under the control of Acoustix® Hearing Technologies. The links are only provided as a convenience, and do not imply that Acoustix® Hearing Technologies endorses, checks, or approves of the third party site. Acoustix® Hearing Technologies is not responsible for the privacy principles or content of these third party sites. Acoustix® Hearing Technologies is not responsible for the availability of any of these links.

Acoustix® Hearing Technologies requires that you request our permission to include a link from another site to this site. If you would like to request permission, please email us at [email protected]

13. Jurisdiction

This website is governed by, and is to be interpreted in accordance with, the laws of New Zealand.

14. Changes to this Agreement

Acoustix® Hearing Technologies reserves the right to alter, modify or update these terms of use. These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.

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