Sonova Policy for Lost, Damaged or Stolen Consumer Shipments
Damaged or Lost Shipments – OTC HEARING AIDS AND CONSUMER AUDIO PRODUCTS
Sonova and our partners take care in packaging and shipping your Product orders to ensure they arrive in good condition. However, we understand that sometimes unforeseen circumstances can lead to items arriving damaged. If you receive a damaged item, please follow the guidelines below to resolve the issue efficiently.
Shipping Carrier Responsibility
Sonova’s Products are subject to surveillance, inspection, and weight verification at our facility prior to being handed over to the carrier for delivery. Once an order leaves the facility, the shipping carrier becomes responsible for proper handling of the package until is delivered to you. We will work with the carrier to investigate and resolve any loss or damage claims during shipping.
Inspection upon Delivery
Upon receiving your package, we strongly recommend that you inspect it carefully for any visible signs of damage. If you notice any damage to the outer packaging, please make a note of it with the delivery person if possible and take clear photos for documentation, including a photo of the affixed shipping label.
Please note that for deliveries where signatures are required, a signature will indicate that the packaging and products contained within are in satisfactory condition.
Unfortunately, we cannot accept a claim of damage when photos are provided by the carrier showing no damage to the delivered package.
Reporting Damaged Items
To report a damaged item, please contact our Customer Support Team within 72 hours/3 days of receiving your order. You can reach us via our Contact Center, providing the following information:
- Your order number beginning with SCHUSA -
- A description of the damage
- Clear photos of the damaged item and its packaging
- Any other relevant details
Evaluation and Resolution
Our Customer Support Team will review your claim promptly. In some cases, we may request additional information or documentation to assess the damage and provide evidence to the carrier.
Resolution Options
Depending on the nature of the damage and Product availability, we may offer you the option of replacing and/or returning the Product.
Under these circumstances, if you choose to receive a replacement Product, we will send you a new, undamaged item identical to the item ordered. If we require you to return the original/damaged item prior to shipping a replacement, we will provide you with instructions on how to return the damaged item. We may cover the return shipping postage costs in certain cases.
Keep the Packaging
Please retain the original packaging and damaged item until the claim is resolved. We may require these for return or inspection purposes.
Exceptions
Please note that our shipping policy does not cover damage caused by improper handling or use of the Product after delivery.
We are committed to resolving any issues promptly. If you have any questions or need assistance, please do not hesitate to contact our Customer Support Team.
Lost Shipments
Lost or Misdelivered Packages
In rare cases, a package may not be delivered properly. In these cases, we will work directly with the carrier to investigate and resolve the situation.
To prevent non-delivery or a return to sender, it is your responsibility to ensure that the shipment address information you submit is accurate and up to date prior to completing the checkout process on the Website. Sonova is not liable for errors in shipping address information.
Package Theft
Our requirement of a signature upon delivery is intended to ensure that your Products are delivered to you safely and securely.
Package theft is an unfortunate risk of online shopping, and we recommend supplementing our signature requirement with other best practices to mitigate risk. We strongly recommend the following to increase the likelihood that your goods will be securely delivered:
- Ship your order(s) to a location you know is properly secured and/or monitored by security equipment, e.g., a doorbell camera, package locker, or staffed reception desk.
- If you expect delivery to be made to a specific location on your property or the property of the intended shipping address, update the courier’s delivery instructions accordingly.
- If you live in an apartment, university housing or other shared living space, update the courier’s delivery instructions to leave the parcel in the most secure location, or hold it for pickup at a nearby courier (FedEx, UPS) location.
- When you purchase a Product, be careful not to waive the requirement that the courier or shipment obtain a signature from you or other authorized individual(s) upon delivery of the package.