USA Webstore Returns Policy
Our Return Philosophy
Opening a return request is easy; simply navigate to our online return portal here to complete a Return Merchandise Authorization and begin the process. Please be aware that you will need to return any Product by the deadline(s) set forth below.
Return and Refund and Credit Policy Summary
- You can return a new Product to us within the applicable time frame listed in the section below (“Accepted Return/Return Merchandise Authorization Window”) for a refund of the purchase price of the Product, and any applicable Taxes that have been charged and collected.
- We process refunds to your original payment method after the Product arrives at our authorized return center, following physical receipt and Product inspection by our staff. Please be aware that all returns are subject to warehouse inspection and serial number matching, and the time required to do that will vary depending on several factors (e.g., it will take longer if the returned Product is received at our authorized return center during peak shopping periods).
- 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 dirty, damaged, missing original parts or accessories, or show signs of misuse or abuse.
- All returns must be indicated as ‘shipped’ from the original shipment area (ZIP code) within 7 business days after prepaid label issuance – otherwise, your prepaid label may be voided, and your Return Merchandise Authorization may no longer be valid.
- All returns must be physically receipted at our authorized return center 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 of Products 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 Return, Refund and Credit Policy
Accepted Return/Return Merchandise Authorization Window
OTC Hearing Aids - We accept eligible returns of OTC Hearing Aids up to 45 days from the date of delivery to you as noted in our transaction records and tracking information.
Consumer Audio Products – We accept eligible returns of Consumer Audio Products up to 30 days from the date of delivery to you 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.
Product returns sent to Sonova outside of the applicable return time frame listed above will not be refunded or provided with credit and will be sent back to you using your own postage. If you purchase a new Product and it is or becomes defective beyond the applicable return time frame, you may submit a warranty repair or replacement claim here.
Refund and Credit Provision
Returns that are accepted by Sonova are eligible for a full refund of the Product’s receipted purchase price (and any applicable Taxes that have been charged and collected), to the original payment method and in the same currency (USD) used at checkout. The timing for your receipt of any credit to which you are entitled is subject to your card or banking institutions’ processing practices, and may take up to 10 business days after it is processed by Sonova to reflect on your bank or card statement. No other form of refund or reimbursement is available. You will not be entitled to a refund of shipping charges that you have paid if our records show that the Product has been shipped and/or delivered.
Ineligible Items
Please be aware that certain Products are not eligible for return. Such items include: Gift cards, headphone ear pads, Soundprotex products, hearing aid wax guards, or headphone ear tips (due to hygienic considerations). If a Product is ineligible for return, that will be communicated to you at the time of checkout.
Overall Product Condition
When a returned Product (including headphone, AMBEO Soundbar, AMBEO Sub or accessory, OTC Hearing Aids) arrives at 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 and deny a purchase price refund or credit in cases where they are dirty, damaged, missing original parts or accessories, or show signs of misuse or abuse. We will make an effort to contact you via the information you provide if there are any such circumstances identified with your return.
OTC Hearing Aids and Consumer Audio Products: - 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 product which has an in-ear wearing style prior to returning it. Biomaterial (e.g., ear wax) on a return may result in a discretionary $10 re-stocking fee for these items, deducted from the refund or issued credit balance.
Consumer Audio Products - Returns of ‘Audiophile’ or Soundbar Items
‘High value Items’ as determined at the sole discretion of Sonova, are subject to additional inspection and authenticity verification at the time of arrival to our authorized returns center. Sonova strongly recommends ensuring that your return packaging for these items is secure and robust, and that you retain any drop off receipts when tendering your return shipment to the courier.
Return Shipping
Nearly all Product returns are eligible for prepaid return postage and downloadable shipping labels as a courtesy to Sonova customers.
Product returns must be ‘Delivered’ to and physically received at our authorized return center (11500 80th Avenue, Pleasant Prairie, WI 53158). Returns sent to unauthorized locations differing from the above address will not be processed, and will not be eligible for refund, credit, or replacement Product. A returned Product is considered ‘Delivered’ to our authorized return center when it is accounted for by our warehouse return staff, following any applicable inspection process. Please be aware that carrier delivery scans do not indicate eligibility for a refund or credit; you will be eligible for a refund or credit only after the Product(s) indicated in the Return Merchandise Authorization request have been received by and inspected by Sonova at the correct address for our authorized return center.
All Product returns utilizing our provided prepaid label that is part of the RMA must be indicated as “shipped” from the original shipment ZIP code within 7 business days of prepaid label issuance – otherwise, your prepaid label will be voided, and your RMA will be voided. Similarly, all returns must be delivered to our designated authorized return center in the US within 21 business days of prepaid label issuance. Items which do not arrive within 21 business days will not be considered authorized returns. Sonova 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 return policy to our customers, Sonova stands by a Zero Tolerance Policy when it comes to return fraud. Learn how we protect our Free Return policy and ensure the integrity of our refurbished Items here.