General Terms and Conditions of Online Sales to Consumers
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You may find our Return and Refund Provision Policy here.
Purchase Terms and Conditions for Canadian Sennheiser Consumer Products
These Purchase Terms and Conditions for Canadian Sennheiser Consumer Products Customers (“Purchase Terms”) are a legal agreement between you and Sonova Consumer Hearing Canada Inc, located at 107-2020 Trans-Canada Highway, Dorval, QC H4P 2N4 ( “Sonova Consumer Hearing,” “we,” “us,” and “our”). In Canada, Sonova Consumer Hearing sells Sennheiser branded consumer audio products, under an exclusive license from Sonova Consumer Hearing Canada Inc. These Purchase Terms apply to all purchases of Sennheiser branded consumer audio products (“Products”) and/or services (“Services”) you make through this website (the “Website” or “Webstore”), or via phone, email, or support chat function.
In addition, the purchase and use of Products and Services are also subject to our Privacy Policy. By placing an order, you agree to be bound by these Purchase Terms and our Privacy Policy.
Products, Pricing and Availability
All products listed on this Website are subject to availability at the time of request.
Pre-Orders/Pre-Sale Items
Products listed or advertised as ‘Pre Order’ products will be shipped to the specified ship to address on or after the date of availability indicated in writing. Your chosen method of payment will be authorized for the order total (“total”) at the time of pre-order/check out. Your chosen method of payment will be charged only after the item is shipped to your indicated address. You reserve the right to cancel the pre-order for a full refund up to one (1) business day prior to “release” date.
Quantity Limits
We reserve the right to impose purchase quantity limits on any Product listed on the Website, at any time and for any reason.
Most sale, promotional or otherwise “marked down” items have a purchase quantity limit of one item per customer. We reserve the right to enforce this quantity limitation across multiple customer accounts or multiple orders.
Bulk Orders
A bulk order, as defined by us, is any order containing two (2) or more of the same product (SKU or variant SKU) or three (3) or more Products in total line-item quantity. Bulk orders are subject to additional restrictions including, but not limited to: Additional review prior to shipment (which may occasionally result in outbound shipment delays), secondary confirmation requirements by the purchasing party, and specific return process requirements, which can be referenced in our ‘Return and Refund’ terms and conditions.
Any product defined by Sonova Consumer Hearing as a “spare part” or “accessory” is excluded from general bulk order provisions, but we reserve the right to remove this exclusion at any time and for any reason.
Pricing and Transactions
Prices displayed do not include applicable local/province taxes (HST/GST), optional express shipping service charges, or other applicable fees.
We regularly audit website content and do our best to ensure that information is accurate, up to date and that pricing is current. However, as our website regularly undergoes maintenance and/or content updates, we cannot affirm that all Product descriptions, pricing, and other related information is fully up to date. In the event of an error related to the pricing of a Product or Service, we reserve the right to – with your written consent – revise your order with the correct pricing, or, if consent is not obtained, cancel the order, and provide you with a refund for the price paid. In this case, any unused express shipping charges will also be refunded.
The transactable purchase price of any Product offered to you on this Website shall be the price displayed on the “Checkout” page, the final step before a transaction is submitted. The pricing displayed at checkout, including all applicable taxes, fees and any shipping charges, will constitute the ‘total’ transaction price you will pay for a given transaction.
Taxes
To the fullest extent permitted by applicable law, you as the purchaser are responsible for any sales, use, VAT or other governmental taxes, fees, and duties (collectively, "Taxes") due with your purchase and use of Products and Services. Sonova Consumer Hearing collects Taxes if we determine we have a duty to collect Taxes based on the type of Product or Service purchased, date of shipment, and the shipping address provided to us during the checkout process.
Promotions, Voucher/Coupon/Promotional Codes or Limited Offers
A promotion (“promotion,” “sale,” “offer”) may be offered on specific items during specified time periods as defined by Sonova Consumer Hearing.
We want you to feel satisfied with your purchase and the value of your Sennheiser product. For this reason, and at the discretion of Sonova Consumer Hearing, if the SKU of the Product you purchase is subject to a reduction in the advertised price on our website (Sennheiser-hearing.com only) within 24 hours after the order is placed, you may contact us with a request to adjust the purchase price via partial refund. We will not adjust or refund applicable shipping charges after an order has shipped, and we will adjust applicable taxes as required by your shipment province.
The use of promotional codes (“discount code,” “coupon code,” “voucher code,” “code”) as a means of reducing a purchase price is subject to all pricing terms and conditions as written.
Such codes must be redeemed online during the checkout process and cannot be redeemed after a purchase is made. We cannot and will not accept or apply promotional codes to a purchase via phone, chat, or email.
Code redemption is limited to one per order and unless otherwise specified, cannot be combined with, or ‘stacked’ with other promotional/reduced pricing or other promotional codes.
Certain products or product groups may be excluded from promotional code redemption as defined by Sonova Consumer Hearing, including but not limited to spare parts (“Spare Parts”) and accessories (“Accessories”). We reserve the right to include or exclude any Product or Product category from promotional code redemption at any time.
Payment Terms
Sonova Consumer Hearing accepts American Express, Apple Pay, Discover, Diner’s Club, JCB, Klarna, Mastercard, PayPal, and Visa as forms of payment in our checkout process. We reserve the right to add, modify, suspend, or eliminate accepted payment methods at any time and without prior notice.
All payments must be made in the currency specified on our website, and any refunds will be provided in that same currency.
Payment Authorization
By placing an order on our Website, you authorize us to charge your selected payment method for the total order amount, including Product price, Taxes, any selected additional services tendered by third-party partners, and any additional shipping fees.
By placing an order, you certify that you are an authorized user of the selected payment method and have sufficient funds or credit to cover the purchase.
Secure Transactions
We use secure and encrypted payment processing systems to protect your financial information. Your payment information will not be stored or shared with third parties, except as required for processing your order.
If a payment is declined by our processor(s), for your security, our Customer Support Team is not permitted to discuss any payment-related terms or disclose payment method information to you via phone, chat, email, or SMS.
Declined or failed transactions resubmitted with the same or similar information may result in temporary suspension of your customer account or IP address.
We reserve the right to cancel or hold any order which is placed via proxy connection or VPN (“Proxy,” “VPN”).
Order Confirmation
Upon successful payment processing, you will receive an email confirmation with details of your order. Please review your order confirmation and contact our customer support immediately if you identify any discrepancies; Sonova Consumer Hearing is not liable for errors or misinformation related to billing or shipment details entered at checkout.
Declined or Failed Transactions
In the event of a payment failure, we will make reasonable attempts to notify you. Orders with unresolved payment issues may be canceled or delayed until necessary information is received to securely process your order.
Fraud Prevention
Sonova Consumer Hearing adopts a zero-tolerance policy for fraudulent payment or order attempts. We reserve the right – in cooperation with our third-party payment providers or partners – to hold and investigate any order we deem suspicious. If evidence of fraud is substantiated, all evidence will be submitted to the payment processor and necessary authorities.
Disputes and Chargebacks
If you have a dispute regarding a payment, please contact our customer support team promptly to resolve the issue.
‘Chargebacks’ and payment disputes initiated without prior communication may result in the suspension of your account; if a chargeback is opened prior to a refund or return request, the refund cannot be provided until the chargeback investigation is completed or the payment processor closes the dispute in favor of either party.
Payment Security
Protect your payment information by ensuring the security of your account login credentials. Where passwords or multi-factor authentication measures are recommended/required, we strongly suggest using a strong password and/or secure credentials. Sonova Consumer Hearing is not responsible for unauthorized use of your payment method due to account compromise.
International Orders
We do not currently accept orders which are shipped to or otherwise billed to entities outside of Canada.
Changes to Payment Terms
We reserve the right to update or modify these Purchase Terms at any time. Changes will be effective immediately upon posting on our Website.
By completing a purchase on our Website, you acknowledge and agree to these Purchase Terms. If you have any questions or concerns, please contact our customer support team for assistance.
Resale, Remarketing, Redistribution, Lease, or Transfer of Ownership
Products purchased via our Webstore are intended for end users only, and are not eligible nor authorized for resale, remarketing, leasing, or redistribution.
By placing an order, you agree that you do not intend to resell, remarket, lease, or otherwise redistribute Sonova Consumer Hearing products through any medium. Doing so will be considered a material breach of these Purchase Terms and an infringement of the rights of Sonova Consumer Hearing Canada Inc, and, to the degree that any digital assets furnished by Sonova Consumer Hearing Canada Inc are reused to resell or remarket the goods, unauthorized use of our intellectual property.
If Sonova Consumer Hearing has reasonable suspicion that you are engaging in the resale, remarketing, leasing or redistribution of our Products without written authorization in the form of an Authorized Dealer Agreement, we reserve the right to cancel any past, current or future orders without warning or prior notice. If an order subject to this suspicion has shipped (status “Shipped”), we reserve the right to request a return to sender by the courier and provide you a refund of the purchase amount and Taxes, less any additional shipping charges.
At our discretion, we reserve the right to pursue legal action against you and/or any registered business affiliated with unauthorized resale, remarketing or redistribution activity.
Transfer of Ownership
You may transfer ownership of your Sonova Consumer Hearing product(s) with the understanding that all warranties and associated purchase protections or paid benefits are non-transferrable and are exclusively for the benefit of the original purchaser.
Shipping and Handling
In today’s online shopping environment, we understand that speed matters. Upon placement of an order, we make every effort upon confirmation of valid payment to ship items out quickly and safely. Most orders are shipped within 1-2 business days.
Ensuring Secure Packaging and Carrier Handover
For your security and the integrity of your order, our headphones and AMBEO Soundbars undergo serial number recording and product weight verifications before being carefully packaged under surveillance. Packaged orders are weighed in a secondary process prior to carrier handover.
Cancelling an Order
Because we intend to serve our customers expediently and deliver within our transit time estimates, accepted order data is quickly transmitted to our warehouse for fulfillment and shipping. As a result, we may not be able to cancel your order prior to shipment but will make every reasonable effort to complete your request.
If we are unable to cancel your order, you may refuse delivery or instruct the courier to return the package to us (‘return to sender’). Refused items are subject to inspection prior to release of refund to the original payment method.
Handling Time
Sennheiser Consumer product orders are shipped from the United States of America. Most authorized orders are packed and shipped within 1 to 2 business days of receipt in our system. If there is a significant change to this handling period estimate, we will provide at least 24 hours of notice via our website, email, or other reasonably visible mediums.
Transit Time
Transit times displayed at checkout are estimates only and are subject to the carrier’s operations. Sonova Consumer Hearing makes reasonable efforts to provide reasonable and up-to-date transit time estimates, however, we cannot be held liable for delays due to factors outside of our control such as customs processing, elevated demand during peak online shopping periods, extreme weather phenomena, natural disasters, or public unrest.
If you must receive your order by a defined date, it is your responsibility to choose a courier service level which most closely aligns with your needs.
Signature Requirements
A signature requirement will be indicated to you by the courier’s tracking page prior to arrival. It is your responsibility to make alternative arrangements with the courier if your delivery is scheduled for a time which you are unavailable to inspect, sign for and accept your order.
In the rare case that your items are damaged or in an otherwise unacceptable condition upon delivery, Sonova Consumer Hearing recommends refusing the delivery. It is your responsibility to inspect your order prior to acceptance/signature provision for any reasonable signs of damage or tampering.
Any signature provided to the courier will be considered receipt of the goods within the order and will constitute the end of liability for the carrier and Sonova Consumer Hearing. Following signature provision, any damaged or defective items accepted on your behalf will be subject to our standard return policy. Sonova Consumer Hearing is not responsible for signatures provided by unauthorized recipients.
Claims of Damage or Loss During Shipment
While rare, we investigate and work with our carrier(s) to address damaged or lost items. Learn more about our policies and how to initiate a claim by navigating here.
Third Party Websites
Sonova Consumer Hearing Canada Inc may include links to third party websites or third-party services within our website content. Sonova Consumer Hearing Canada Inc does not make any representation nor guarantee as to the quality, accuracy, accuracy, or timeliness of information about any third-party website or its content and products.
Limitation of Liability
Both your liability and the liability of Sonova Consumer Hearing Canada Inc shall be limited to the price paid for the Product and/or Service. In no event shall either you or Sonova Consumer Hearing Canada Inc be liable to the other party for any damages resulting from performance or failure to perform pursuant to these Purchase Terms.