Our Return Philosophy

Purchasing directly from Sennheiser Consumer Audio should be music to your ears. That’s why we’ve crafted an easy return policy, offering you the options and flexibility to get the most out of your Sennheiser experience. If you aren’t familiar with our return, refund, and credit policy, we’ll break it down for you below.

Opening a return request is easy; simply navigate to our online return portal here to begin the process.

Return and Refund Policy Summary

You can return new items to us within 30 days of the date of delivery for a refund of the purchase price of the product.
Refunds are processed to your original payment method within 2-7 business days after the product arrives at our authorized return center, following physical receipt and product inspection by our staff.
Returned items must be in their original condition and include the original packaging, original accessories, and all associated product manuals.
We reserve the right to refuse returned products in cases where they are excessively dirty, damaged, missing original parts or accessories, or subject to clear signs of misuse or abuse.
All returns are subject to warehouse inspection and serial number matching, which can take up to 3-5 business days after receipt at the warehouse during peak shopping periods.
All returns must be indicated as ‘shipped’ from the original shipment area within 7 business days after prepaid label issuance – otherwise, your prepaid label may be voided, and your Return Merchandise Authorization will no longer be valid.
All returns must be physically receipted at our authorized return center in Canada within 21 business days after prepaid label issuance. Items not receipted by our staff within 21 business days will no longer be considered authorized returns, and the RMA will be considered expired.
Bulk order returns consisting of two (2) or more of the same item SKU are not eligible for our consumer returns portal – to open a return for a bulk order, please contact us.

Our Full Return, Refund and Credit Policy

Accepted Return/Return Merchandise Authorization Window

We accept returned merchandise up to 30 days from the receipted date of delivery as noted in our transaction records and tracking information. The time of delivery governing the return window is defined by the carrier’s completed delivery scan of the outbound shipment(s) to your indicated shipping address, or a signature provided to the courier at time of delivery. If there are multiple parcels shipped under the same order, the return window begins when the first parcel has been marked as ‘delivered’ by the shipping courier or where a direct signature is provided.

Returns sent to Sonova Consumer Hearing outside of the 30-day return time fame will not be refunded or provided with any form of credit and will be sent back to you using your own postage. In the rare case that your item is new and is/becomes defective beyond the 30-day return time frame, you may submit a warranty repair or replacement claim here.

Refund and Store Credit Provision

Returns initiated within 30 calendar days from the date of receipt as defined in this policy will allow the option for a full refund of the item’s receipted purchase price, to the original payment method used at checkout. Requests for any other form of refund or reimbursement will be declined. Any express shipping charges are not refundable for items which are notated as shipped and/or delivered.

Refunds are provided only in the original checkout currency (CAD). All items returned to Sonova Consumer Hearing are subject to inspection prior to the release of funds, whether by refund or store credit value. Items returned for full purchase price refunds may be subject to additional inspection.

When a refund is issued to your original payment method, funds may take 2-7 business days to appear as being credited to your account based upon your card or banking institution’s processing practices.

Ineligible Items

Items considered ineligible for return include: Gift cards, headphone ear pads, Soundprotex products, or ear tips (due to hygienic considerations).

Overall Product Condition

When a returned headphone, AMBEO Soundbar, AMBEO Sub or accessory arrives to our warehouse, it must be reasonably clean and free of damage, must be encased in its original packaging and include all original accessories and associated product manuals. We reserve the right to refuse returned products in cases where they are excessively dirty, damaged, missing original parts or accessories, or subject to clear signs of misuse or abuse. We will make every effort to contact you via the information you provide if there are any such circumstances identified with your return, prior to issuing a refund or credit. In such cases where an item does not meet eligibility for return, we may ship it back to your shipping address provided at checkout; if we do not receive a written response from you within seven (7) business days, we may discard your damaged or ineligible item(s).

Returns of In-Ear or True Wireless Products

In-ear earbuds present a unique hygienic risk and thus, every effort should be made by you as the consumer to inspect and clean any Sonova Consumer Hearing product which has an in-ear wearing style prior to returning it. Excessive biomaterial (e.g., ear wax) on a return may result in a discretionary CAD $20 re-stocking fee for these items, deducted from the refund or issued credit balance.

Returns of ‘Audiophile’ or Soundbar Items

Items such as the AMBEO Soundbar Max, AMBEO Soundbar Plus, AMBEO Soundbar Mini, AMBEO Sub, HD 600/650/660 S2, HD 800 S, HD 820, IE 600, IE 900 and HDV 820 are subject to additional inspection and authenticity verification at the time of arrival. Sonova Consumer Hearing strongly recommends ensuring that your return packaging for these items is secure and robust.

Return Shipping

Nearly all returns are eligible for prepaid return postage and downloadable shipping labels as a courtesy to Sonova Consumer Hearing customers.

Returns must be physically received by staff at the address pre-printed on the return label provided you (7315 DAVID HUNTING DRIVE, Unit 2, Mississauga, ON L5S 1W3). Returns sent to unauthorized locations differing from the stated address will not be processed. A returned item is considered ‘Delivered’ to our authorized return center when it is accounted for by our trained warehouse return staff, following any applicable inspection process. Carrier delivery scans do not indicate eligibility for a refund or credit prior to inspection and receipt of the products indicated in the Return Merchandise Authorization request.

All returns utilizing our provided postage must be indicated as ‘shipped’ from the original shipment postal code within 7 business days of prepaid label issuance – otherwise, your prepaid label will be voided, and your return merchandise authorization will be voided. Similarly, all returns must be delivered to our designated authorized return center in Canada within 21 business days of prepaid label issuance. Items which do not arrive within 21 business days will no longer be considered authorized returns.

Though a rare occurrence, Sonova Consumer Hearing reserves the right to change or eliminate couriers from our return process or reject the provision of prepaid postage/labels to any party and for any reason.

Return Fraud

To continue providing a free and easy return policy to our customers, Sonova Consumer Hearing stands by a Zero Tolerance Policy when it comes to return fraud. Learn how we protect our 30-Day Free Return policy and ensure the integrity of our Refurbished Items.