Last updated: 20 October 2026
The use of this website and the placing of any order through it implies acceptance of these Terms and Conditions.
We recommend reading them before using the website or placing an order.
1. Identification of the entity
This website, available at https://ouvirmelhor.pt, is operated by the following entity:
Company name: OUVIR MELHOR, UNIPESSOAL LDA
VAT number: 519588665
Head office: Largo Mouzinho de Albuquerque, nº 17, 1.º, 2745-182 Queluz, Portugal
Trade name: Ouvir Melhor
Email: info@ouvirmelhor.pt
Phone: +351 211335373 (call to the national fixed network)
Website: https://ouvirmelhor.pt
Ouvirmelhor is dedicated to the sale of hearing aids and their accessories, as well as providing support and assistance services related to the devices sold.
Where applicable, Ouvirmelhor carries out activities subject to specific regulation in the field of medical devices and the provision of healthcare, in accordance with the applicable legislation.
2. Object and scope
These Terms and Conditions govern:
The use of the website;
The consultation of the products available;
The placing of orders;
The purchase of hearing aids and accessories;
The provision of follow-up and assistance services;
The home trial service, when available;
The conditions of payment, delivery, return and warranty.
The website is primarily intended for consumers wishing to purchase hearing aids for personal use.
Hearing aids are medical devices intended to compensate for hearing impairment and should be used in accordance with the manufacturer's instructions and properly adapted to the user's needs. INFARMED and ERS emphasize that fitting and auditory rehabilitation should be carried out by qualified health professionals.
3. Use of the website
All content provided on the website, including texts, images, photographs, logos, graphic elements, brands, videos, design and code, is protected by applicable legislation.
Unless expressly authorized by Ouvirmelhor, reproduction, distribution, modification or commercial use of the website's content is prohibited.
The user agrees to use the website lawfully and not to engage in any activity that may harm its operation, security or integrity.
Ouvirmelhor seeks to ensure that the information provided on the website is correct and up to date, but there may be information subject to change, including prices, availability, commercial characteristics or promotional conditions.
4. Nature of the products
The hearing aids sold by Ouvirmelhor are medical devices, subject to the applicable regulatory framework, including Regulation (EU) 2017/745 on medical devices. The regulation also applies to devices made available through information society services, i.e., distance sales.
Ouvirmelhor exclusively sells devices that meet the regulatory requirements applicable to their placement and availability on the market.
The customer must use the device in accordance with:
The manufacturer's instructions;
The documentation provided with the device;
The guidance of the professional responsible for the fitting;
The applicable safety recommendations.
The purchase of a hearing aid does not replace a medical or audiological assessment when one is necessary.
5. Selection and fitting of the hearing aid
The selection and fitting of a hearing aid must take into account the user's hearing needs.
To this end, Ouvirmelhor may request from the customer:
Audiogram;
Audiological report;
Prescription or clinical indication, where legally applicable;
Information regarding the intended use;
Other information necessary for the adaptation of the device.
Any provision of health documentation depends on an appropriate channel and appropriate data-processing conditions. The submission of audiograms through the website is disabled.
The hearing aids will be programmed and/or adapted based on the audiological information provided and the characteristics of the device.
When the adaptation of the device is subject to specific legal requirements, Ouvirmelhor may request additional documentation before the device is made available.
6. Audiometric data and clinical information
The customer is responsible for the accuracy and currency of the audiological information they provide.
The audiometry and other information regarding hearing ability are considered health-related data and will be processed in accordance with Ouvirmelhor's Privacy Policy.
The use of this data is limited to the purposes necessary for:
Assessment of the hearing solution;
Selection of the device;
Programming and adaptation;
Customer follow-up;
Technical and audiological assistance.
Ouvirmelhor will not use the audiometric data for marketing purposes.
The processing of this data is detailed in the Privacy Policy.
7. Purchase process
To place an order, the customer must provide true, complete and up-to-date information.
Depending on the website configuration, it may be necessary to create a user account or provide the necessary data for processing the order.
The customer is responsible for the accuracy of the information provided, namely:
Name;
Address;
Email;
Phone;
Billing information;
Data necessary for delivery.
Before completing the purchase, the following will be presented to the customer:
Selected product;
Quantity;
Price;
Applicable VAT;
Delivery costs, when applicable;
Payment method;
Delivery conditions;
Information regarding the warranty;
Information regarding the right of withdrawal, when applicable.
In online purchases, Portuguese legislation requires that this information be made available to the consumer before the contract is concluded.
8. Order confirmation
By completing the order, the customer confirms that they are making a purchase with a payment obligation.
The purchase completion button expressly indicates the payment obligation.
After completing the order, Ouvirmelhor will send a confirmation to the email address provided by the customer.
The confirmation may include:
Order number;
Purchased products;
Total amount;
Payment method;
Delivery address;
Relevant information about delivery.
9. Prices
All prices displayed on the website include VAT at the current legal rate, unless expressly stated otherwise.
Ouvirmelhor reserves the right to change the prices of products, without prejudice to orders already confirmed.
The price applicable to the order will be the price displayed at the time of its confirmation.
Prices may be presented as:
"From X €", when there are different configurations, technological levels, accessories or options for the same model.
In this case, the final price will be presented before the purchase confirmation.
10. Payment methods
The payment methods actually available are presented at checkout, before confirmation. The normal purchase is paid in full; the website does not automatically charge demonstration deposits.
Payment is confirmed by the respective provider or, in the case of bank transfer, after confirmation of its receipt. Only the methods presented at checkout are available for the order in question.
11. Delivery
Ouvir Melhor delivers to mainland Portugal, Madeira and the Azores.
Standard delivery is free in mainland Portugal and costs €4.99 to Madeira and the Azores, with no minimum purchase. Express delivery, when available at checkout, costs €9.90 and is free from an item subtotal of €100.01, before discounts and excluding delivery. Store collection, when offered at checkout, is free. Amounts include VAT. The options available for the address and the total cost are shown before payment.
Estimated delivery is 7 to 10 working days after order confirmation and, where applicable, after all information needed to prepare the hearing aid has been received. Orders placed after 15:00, at weekends or on public holidays are processed on the next working day. Preparation includes any necessary programming or fitting; express transport does not eliminate this preparation.
The availability of the product, the chosen model, the necessary programming, the manufacturer, the destination, and the carrier may influence the delivery time. The team informs the customer whenever there is a significant delay and respects the applicable legal rights in the event of a delivery failure. After dispatch, tracking information is sent when available.
The risk of loss or damage passes to the consumer when they, or a third party indicated by them, physically receive the goods, without prejudice to the exceptions legally provided for.
12. Receipt of the order
The customer must check the external condition of the packaging at the time of delivery.
If there are visible damages resulting from transport, it is recommended that:
The customer reports the incident to the carrier;
Photograph the packaging and the damages;
Contact Ouvirmelhor as soon as possible.
Communication should be made through:
Email: info@ouvirmelhor.pt
The existence of external damage does not affect the consumer's legal rights regarding product conformity.
13. Demonstration with loan equipment
The trial before purchase is done exclusively with demonstration equipment loaned by Ouvir Melhor. The models indicated for this service are Oticon Reveal 1, 2, 3 and 4, Oticon Zeal 1 and 3, and ReSound Sensia 5, 7 and 9. The team confirms the model and availability for each request; the offer does not cover all devices in the catalogue.
The request for information is not a purchase, a reservation, or a confirmed appointment. The sending and collection of demonstration devices are free in mainland Portugal, Madeira, and the Azores. The period is communicated before shipping; the devices automatically deactivate at the end of the agreed period, and Ouvir Melhor arranges the collection. The equipment remains the property of Ouvir Melhor.
No deposit is charged and no equipment is delivered solely on the basis of a request. Before any charge or delivery, the team must provide an individual loan agreement, in durable form, identifying the equipment and components, any deposit amount, the period of use, the return procedure, the timeframe and conditions for repayment of the deposit, and the conditions in the event of loss or damage. The service only proceeds after the customer accepts these conditions. Until this agreement is concluded, the website only receives requests for information.
The deposit, when agreed, is distinct from the purchase price, is not charged by the normal checkout and does not automatically convert into a purchase. The commercial return policy for purchases within 30 days does not define the duration of a demonstration loan.
14. Responsibility during the demonstration
During the trial period, the customer must use and maintain the equipment according to the provided instructions.
The customer must return:
The hearing aid;
Charger, when applicable;
Case;
Accessories;
Other provided items.
In case of loss, non-return or damage, the conditions expressly stated in the loan and deposit agreement, communicated and accepted prior to delivery, shall apply. Normal wear and the return policy of a purchase are not automatically equated to damage on loaned equipment.
Ouvirmelhor will not be responsible for damages resulting from use contrary to the manufacturer's instructions.
15. After-sales support and follow-up
The relationship between Ouvirmelhor and the customer does not end with the delivery of the device.
The follow-up service may include:
Clarification of doubts;
Guidance on usage;
Support with cleaning and maintenance;
Support in using the application;
Support for connecting to smartphones;
Support for connectivity;
Adjustments and reprogramming, when technically appropriate;
Referral for technical assistance.
Whenever the manufacturer and the device allow, certain adjustments may be made remotely through official platforms.
Remote assistance does not replace an in-person assessment when clinically or legally necessary.
16. Technical assistance
When a technical intervention is required that cannot be performed remotely, the device may need to be sent to Ouvirmelhor or an authorised service centre.
The customer will be informed about:
Procedure;
Shipping location;
Estimated time frame;
Any costs, when applicable.
Whenever the intervention is covered by the legal warranty of conformity, the consumer rights provided for in the applicable legislation will be respected.
17. Legal right of withdrawal — 14 days
In distance purchases, the consumer generally has a period of 14 days to exercise the legal right of withdrawal, without the need to indicate the reason.
In the case of purchases of goods, the period is counted from the date on which the consumer, or a third party indicated by them, takes physical possession of the product.
The exercise of the right of withdrawal must be communicated to Ouvirmelhor through an unequivocal statement, namely by email:
Email: info@ouvirmelhor.pt
You can use the form provided at the end of this page or send another unequivocal statement.
Customised products
The legal right of withdrawal does not apply to goods made according to the consumer's specifications or clearly personalised, as provided for in the applicable legislation.
This exception may apply to items specifically made to measure or to devices manufactured specifically according to the customer's specifications.
The exception depends on the specific characteristics of the good and must be communicated before purchase. The simple choice of colour, variant, or adjustable programming does not automatically exclude the right of withdrawal. The legal exception regarding the opening of sealed goods for health or hygiene reasons applies only when its legal requirements are met; it does not indiscriminately exclude all opened or used hearing aids.
18. Paid purchases and commercial return — 30 days
Purchases from the store are fully paid at the time of ordering. The customer can communicate the intention to return the purchase within 30 days of receiving the order. The period does not start on the date of purchase or the date of dispatch.
The commercial return accepts used hearing aids, in acceptable conditions, without damage from improper use, and complete with chargers, manuals, and provided accessories. Products damaged by improper use, negligence, or unauthorised handling are not accepted under this commercial policy. Accessories intended for intimate contact with the ear, namely tips, filters, tubes, moulds, and similar components, can only be returned, where legally applicable, if the sealed packaging remains closed and intact. These conditions do not limit legal rights in case of non-conformity or defect.
For accessories purchased separately, contact Ouvir Melhor for instructions. Unless otherwise stated or when the law imposes another solution, the shipping costs for these accessories are borne by the customer.
To request a return, contact info@ouvirmelhor.pt or +351 211335373, indicating the order, if available. The team arranges free collection of hearing aids in mainland Portugal, Madeira, and the Azores. The rule indicated above applies to accessories purchased separately.
For returns communicated between the 15th and 30th day after receipt, the refund is processed within 5 working days after the receipt and verification of the returned equipment. No restocking fees are charged. The refund is made using the same payment method, unless expressly agreed otherwise at no cost to the customer.
In the first 14 days, the legal regime described in sections 17 and 20 applies, including the refund period counted from the communication. Commercial returns are distinct from demonstration loans, do not require a deposit, and do not limit the legal right of withdrawal or the guarantee of conformity.
19. Return of purchases and demonstration equipment
The customer must return the device and the supplied components, including charger, case, cables, and accessories, where applicable. The free collection of hearing aids is arranged with Ouvir Melhor. For accessories purchased separately, the conditions of section 18 apply. In the case of a demonstration loan, the conditions of the contract accepted prior to delivery also apply.
Return address: OUVIR MELHOR, UNIPESSOAL LDA, Rua Tenente Valadim, nº 5, 2870-352 Montijo, Portugal.
To arrange the collection and identify the order, contact info@ouvirmelhor.pt or +351 211335373. This coordination does not subject the communication of the right of withdrawal to prior authorization. When Ouvir Melhor offers to collect the goods, the customer must make them available for the agreed collection.
20. Refund
In the valid exercise of the legal right of withdrawal, payments received, including the cost of standard delivery where applicable, are refunded within the legal period of 14 days after communication. A surcharge chosen for a more expensive delivery than the standard option does not have to be refunded.
The refund uses the same payment method, unless expressly agreed otherwise at no cost to the consumer. When Ouvir Melhor offers collection, the legal refund is not dependent on the physical receipt or verification of the goods. In other cases, it can only be withheld until the goods are received or proof of return is presented, whichever occurs first.
For returns communicated between the 15th and 30th day after receipt, the refund is processed within 5 working days after the receipt and verification of the returned equipment. No restocking fees are charged. The refund is made using the same payment method, unless expressly agreed otherwise at no cost to the customer.
The commercial period of 5 working days does not replace or extend the legal period applicable to communications made in the first 14 days.
21. Legal guarantee of conformity
All new goods, including hearing aids and accessories, sold by Ouvirmelhor benefit from the legal guarantee of conformity applicable to consumer goods, currently lasting 3 years, under Decree-Law No. 84/2021.
The legal guarantee protects the consumer against non-conformities covered by the legislation.
When there is a non-conformity, the consumer benefits from the rights legally provided, including, where applicable:
Repair;
Replacement;
Price reduction;
Termination of the contract.
The repair or replacement must be carried out at no cost to the consumer and within the legally applicable timeframes.
22. Manufacturer's commercial warranty
Some manufacturers may offer an additional commercial warranty.
The conditions of this warranty may vary depending on:
Manufacturer;
Model;
Country of purchase;
Type of device.
When a commercial warranty exists, the respective conditions will be made available to the customer.
The commercial warranty does not limit or replace the consumer's legal rights.
23. Warranty exclusions
Without prejudice to the rights conferred by the legal warranty of conformity, the following may not be covered by the manufacturer's commercial warranty, according to the respective conditions:
Normal wear and tear;
Consumables;
Damage caused by improper use;
Damage caused by falls or accidents;
Damage caused by liquids or moisture, when not covered;
Interventions carried out by unauthorised entities;
Use contrary to the manufacturer's instructions.
These exclusions do not affect the rights legally granted to the consumer.
24. Additional protection
Insurance or additional protection is not automatically included in the purchase. It only applies under specific offers and conditions provided before the contract is made, without limiting the legal warranty.
25. Safety of medical devices
The customer must use the hearing aid in accordance with the operating instructions provided by the manufacturer.
The customer must not:
Alter technical settings that are not intended for use by the user;
Attempt to repair the device;
Open or modify the equipment;
Use incompatible accessories;
Expose the equipment to conditions not recommended by the manufacturer.
Batteries, small parts and accessories must be kept out of the reach of children and pets.
In case of a safety issue related to a device, the customer should immediately contact Ouvirmelhor.
Ouvirmelhor will collaborate with manufacturers and competent authorities regarding the safety and monitoring of medical devices, including any alerts or product recalls.
Regulation (EU) 2017/745 establishes specific requirements for medical devices made available at a distance.
26. Personal data protection
The processing of personal data is carried out in accordance with Ouvirmelhor's Privacy Policy.
The Privacy Policy explains, among other things:
What data is collected;
For what purposes it is used;
How it is protected;
How long it is retained;
The rights of data subjects.
Information related to hearing and audiometry is treated as health-related data under the GDPR.
27. Cookies
The website may use cookies and similar technologies.
The use of cookies is governed by the respective Cookie Policy.
28. Intellectual property
All elements of the website are protected by applicable legislation.
Reproduction, copying, distribution or commercial use of the contents without prior authorization from Ouvirmelhor or the respective rights holders is prohibited.
The brands and logos of the manufacturers belong to their respective owners and are used by Ouvirmelhor in the context of marketing the products.
29. Liability
Ouvirmelhor seeks to ensure the proper functioning of the website, but cannot guarantee that it will be permanently available or free from technical errors.
Ouvirmelhor shall not be liable for interruptions resulting from situations beyond its reasonable control, including failures of telecommunications operators, hosting services, payment platforms or other external providers.
This limitation does not affect the imperative rights granted to consumers by applicable legislation.
30. Dispute resolution
This limitation does not affect the mandatory rights granted to consumers under applicable legislation.
Email: info@ouvirmelhor.pt
Phone: +351 211335373
Head office: Largo Mouzinho de Albuquerque, nº 17, 1.º, 2745-182 Queluz, Portugal
Ouvirmelhor will seek to resolve any issue raised by the customer directly.
In disputes covered by its jurisdiction, you may refer to the Lisbon Consumer Dispute Arbitration Centre (CACCL). Address: Rua dos Douradores, 116, 2nd floor, 1100-207 Lisbon. Contact: 218 807 030 · juridico@centroarbitragemlisboa.pt. Website of the Centre.
See also the official list of alternative dispute resolution bodies provided by the Directorate-General for Consumers. Jurisdiction as to subject matter, territory and monetary value is determined by the applicable rules, without prejudice to recourse to the competent courts.
31. Applicable law
These Terms and Conditions are governed by Portuguese legislation.
In the event of a dispute, the courts determined according to the applicable legal rules will have jurisdiction, without prejudice to the rights granted to the consumer regarding extrajudicial dispute resolution mechanisms.
32. Changes to the Terms and Conditions
Ouvirmelhor may update these Terms and Conditions whenever necessary, particularly as a result of legislative, regulatory, technological changes, or changes related to the services provided.
The current version will always be available on the website. Changes do not retroactively alter the conditions of already confirmed orders.
Last updated: 20 October 2026
Form to communicate the right of withdrawal
Recipient: OUVIR MELHOR, UNIPESSOAL LDA, Largo Mouzinho de Albuquerque, No. 17, 1st floor, 2745-182 Queluz, Portugal; email: info@ouvirmelhor.pt.
I wish to withdraw from the contract relating to the following goods: ____________________.
Order date: __________. Date of receipt: __________. Order number (if available): __________.
Consumer name: ____________________. Consumer address: ____________________.
Date of communication: __________. Consumer signature (if sent on paper): ____________________.
Please complete and send this form only if you wish to withdraw from the contract. You may also send another unequivocal statement. Keep a copy of the communication.
The legal model and official instructions are included in the annex of Decree-Law No. 24/2014.