Terms and Conditions
Hours of Business
PC Werth is open from 08:30-17:30 Monday-Friday, excepting Bank holidays and national holidays.
Outside these hours, orders or enquiries can be placed by email, at our webstore, by fax (020 8772 2701) or by leaving a message (020 8772 2700). Full contact details can be found at www.pcwerth.co.uk
Dispatch and Lead Times
Accessories & off the shelf items1
We aim to dispatch promptly as soon as we accept your order. Pre-paid or account-holder orders for stock items received by 12 noon, will usually be dispatched before 4.30pm on the same working day. We will make our best endeavours to meet this commitment, however, if we are not in a position to meet it, we will advise you at time of order.
Non Stock/Special order items1
Non-stock items and special orders will be dispatched as soon as possible – we will advise an anticipated delivery date on acceptance of your order.
Earmoulds and Custom products2
Individual ear mould and custom product orders will usually be dispatched in a maximum of 4 days from acceptance of order. Bulk orders are dispatched in not more than 10 days. We will make our best endeavours to meet this commitment, however, if we are not in a position to meet it, we will advise you at time of order.
Instruments, Soundfield and Assembled to order items1
Dispatch of items that are assembled to order depends upon the exact nature of your order and your required delivery dates. We will advise an anticipated delivery date on acceptance of order.
Occasionally we may encounter delays due to circumstances outside our control. In such eventualities, PC Werth cannot accept any liability for direct or consequential loss in that event.
Definition: “Acceptance of Order”
1 - In the case of telephone orders, accessories, off the shelf items and Instruments, Soundfield and Assembled to order items, “Acceptance of Order” means the point at which our telephone operator verbally confirms and accepted the order (as recorded in our manual logs) OR that it was logged by our ERP system – whichever is the sooner.
2 - In the case of custom products, “Acceptance of Order” means the date the order was entered on our ERP system. Please note that due to varied delivery times into PC Werth and delivery delays, impressions may arrive late in the working day. As a result, Acceptance of Order may take place the following working day.
Postage and Packaging
Our staff will apply the lowest cost and most appropriate P&P solution to your order, taking into account your particular requirements and other considerations such as product value, delivery traceability or guaranteed delivery.
UK deliveries only
Small items will be shipped by Royal Mail 1st Class post unless you request next day courier delivery or Royal Mail Signed Delivery Service. All larger items are sent by courier, depending on weight. Please note that for deliveries of over 30Kg weight, special express deliveries, palletized deliveries and specially insured shipments may incur additional charges, subject to quotation. Because Royal Mail signed delivery service is not tracked or guaranteed, a maximum order value applies.
Overseas customers (non-UK)
UPS is our courier of choice. Subject to weight, size, content and final destination we will apply the most cost-effective charge. We reserve the right to alter the courier of choice without notice.
Non Delivery, Missing Items and Proof of Delivery
PC Werth customers benefit from our advanced stock allocation, picking and dispatch system. However, we accept that errors are not impossible and will do our best to deal with any enquiries relating to missing items, missing shipments/failure to deliver or proof of delivery in a satisfactory manner.
Customers are reminded of their obligation to check their delivery on receipt and notify us (email@example.com) of any missing items. We will investigate missing items reported within 14 calendar days of dispatch/ invoice. Discrepancies reported after this time cannot be processed.
Missing Shipments/ Failure to deliver:
On behalf of our customers, we expect our courier and mail partners to provide a good delivery service. We will therefore investigate Missing Shipments or Delivery Failures reported up to 90 calendar days from dispatch/ invoice date on your behalf. During this period, customers will have been expected to allocate payment or query their statement, in line with their terms of credit. After this 90 day period and without prior notification from the customer, we believe it is reasonable to infer that the customer has accepted the delivery and that payment is therefore due.
Proof of Delivery & Tracking
In most instances we can provide a proof of delivery (POD). This service can be provided up to 90 days from date of dispatch, although we will do our best to help thereafter. Please note that this service is not available for dispatches using standard Royal Mail post or Royal Mail Signed Delivery Service. Customers requiring this service should therefore specify their tracking requirements at time of order and be aware that providing this service may cost extra.
Please refer to Shipping & Returns .
All PC Werth products are covered by a manufacturer’s warranty from date of invoice, valid against defects in workmanship or materials (unless otherwise stated), for UK customers. PC Werth will repair or replace items under warranty at our discretion. Damage caused by accident, misuse, improper or unauthorised handling, modification, repair, or negligence is excluded.
Earmould & custom noise filters: Please see the following section
Audiological Instruments: 1-2 years subject to manufacturer’s guidance.
Soundfield systems: 5 years
Accessories and supplies (including consumables & accessories for Audiological Instruments): 0-2 years, dependent on product.
Workmanship (repairs, servicing and calibration): 6 months from invoice (please note: calibration accuracy cannot be warranted after dispatch)
Warranties and Remakes on Earmoulds & Custom In Ear Products
Warranty – components, materials & noise filter inserts: 1 year from date of invoice
Warranty – manufacturing and fit: 30 calendar days from invoice
We are proud of the quality of our moulds and support our customers’ expectations for a first-class product with our comprehensive warranty. Our warranty covers earmould workmanship and materials from date of invoice. During this time we will remake, replace or refinish moulds free of charge (excluding P&P) in the case of:
· Material or manufacturing defect
· Patient discomfort or rubbing*
· Feedback or whistling*
· Broken or cracked moulds resulting from normal use
· Original order instructions and impression quality support the case for a remake*
A remake or replacement mould is not free of charge when
· The mould is outside of the warranty period
· A duplicate mould is requested
· Failure results from misuse or damage, wax blockage or other user-related issue
· Remake results from inaccurate or incomplete information from the dispenser – including sub-standard impressions*
*Manufacturing earmoulds is a specialised skill. Our technicians’ ability to create an accurate, high quality mould is constrained by the quality of the original impression and fitting notes provided at time of order. To ensure customer and end-user satisfaction, we therefore maintain the right to refuse impressions that are sub-standard or incomplete.
PC Werth can arrange extended warranties for extra peace of mind. Please contact our Sales Department.
Specifications, Descriptions and Colours
Colours and images shown are indicative only. Due to variations in printing and screen processes we cannot guarantee an exact colour match with that shown in illustrations and photographs. Specifications are correct at date of publication. PC Werth reserves the right to amend products and specifications without notice, whilst retaining the original fitness of purpose, therefore the appearance of products may differ from that shown.
Payment and Accounts
Trade credit accounts can be set up, given suitable references. Accounts are monthly. I.e. accounts must be settled 30 days following the invoice date. Opening a credit account can usually be done on the same day - please email firstname.lastname@example.org
or call 020 8772 2700 for our simple application form. Alternatively, an interactive application form can be downloaded from www.pcwerth.co.uk.
Trade credit accounts can be set up, given suitable references. Accounts are net monthly. I.e. accounts must be settled net by the end of the month following the invoice date. Opening a credit account can usually be done on the same day - please email email@example.com or call 020 8772 2700 for our simple application form. Alternatively, an interactive application form can be downloaded from www.pcwerth.co.uk
Non-credit accounts can pay by cheque, credit card, debit card or BACS transfer. We can usually open non–credit accounts immediately - please email firstname.lastname@example.org or call our team on 020 8772 2700.
Title to Goods & Overdue Accounts
Legal and beneficial ownership of all goods supplied remains vested in PC Werth Ltd. until payment is received in full. Interest charged at 2% over Bank of England base rate may be charged on overdue amounts at our discretion.
PC Werth liability is limited to repair, replacement or refund of the price paid. PC Werth will not, in any circumstances, be liable for damages, compensation, expenses or losses, whether direct or consequential.
Prices & VAT
All prices shown are trade prices, subject to VAT at the rate current at time of invoice. Prices are subject to change without prior notice. Errors and Omissions Excepted.
Quality management – ISO 9001 & ISO 13485
The Quality Management System of PC Werth has been approved by Lloyd’s Register Quality Assurance Ltd to BS EN ISO 9001 for the manufacture of earmoulds and noise protection, the supply, testing, service, calibration and final inspection of hearing aids, equipment and instrumentation for audiology, hearing care and conservation, noise and personal vibration measurement and environmental monitoring, and to BS EN ISO 13485 for the manufacture of earmoulds and noise protection, supply testing service calibration and final inspection of hearing aids, equipment and instrumentation for audiology, hearing care and conservation.
As a producer and supplier to the Business to Business market, we are committed to the protection of the environment and therefore the successful implementation of the EU WEEE regulations.
P C Werth is a registered producer of WEEE and a member of an approved Compliance scheme operated by Clarity Environmental.
It is our policy to offer a like for like, one for one exchange service to customers wishing to purchase new equipment. The take back of old equipment in exchange for new extends to equipment placed on the market before 13th August 2005.
Customers wishing to return WEEE should advise the Company at the time of placing their order for new equipment.
We will not be responsible for WEEE originally produced by ourselves where our branding has been replaced with alternative branding, or where the WEEE has been converted or modified without our permission.
Where users are not replacing WEEE and the WEEE does not bear the crossed out wheelie bin symbol, they are required to meet the costs of collection, treatment and disposal themselves. There is no financial obligation on either ourselves or our Distributors in respect of this.
A charge will be made where WEEE of our supply NOT bearing the crossed out wheelie bin symbol is being returned to ourselves and not replaced.
Terms and Conditions for Installation, Site Surveys and visits
Additional and Specific terms and conditions for on-site installations, assessments, visits and sub contractor work are available here
Document rev 1.3 09 09 2013 06.04 2013