Sonova Consumer Policy Against Return Fraud

Zero Tolerance Policy Against Return Fraud

To provide an easy and efficient return policy for our customers, we take a zero-tolerance stance on return fraud. This applies to all Products, including Consumer Audio Products and OTC Hearing Aids.

We reserve the right to refuse returns we believe are malicious, fraudulent, or otherwise counter to the interests of Sonova. Most consumers will be unaffected by the policies and provisions below. Most consumers will be unaffected by the policies and provisions described below.

We employ several programs and tactics to verify the authenticity and integrity of returned items. Sonova, at its discretion, will proactively notify payment partners of misconduct and will take legal action against individuals for illegal activity where evidence is available and obtained in cases of suspected return fraud.

Counterfeit, Mismatched or ‘Bricked’ Items

All outbound shipments from Sonova of Products are subject to serial number recording. If a returned item serial number does not match that of the item shipped to a customer, the item will be recorded with photos and discarded. No refund or credit will be issued to the purchaser under such circumstances.

Damaged Items

If a returned Product is missing components, is damaged to a degree of nonfunction or has signs of improper modifications/tampering, at Sonova’s discretion, it will be recorded to the customer purchase order number and discarded. The return request will be rejected, along with the request for refund or credit.

Empty or Misused Parcels

All return shipments are evaluated to make sure that they have the correct item dimensions and weight. All parcels are inspected to confirm Product presence before a refund or credit is issued to the purchaser. If an empty parcel or parcel containing items unrelated to the original ordered Product is sent to our authorized return center, it will be discarded, we will reject the return request and we will not issue a refund or credit.

Modified or Unidentifiable Return Shipping Labels

Prepaid return labels are provided by Sonova to our customers as a courtesy in most circumstances. If a return label issued by Sonova, our third-party partners, or a customer intended to transport Product back to our authorized return center is in any way modified or if return shipment label information is missing/redacted, we will reject the return request, will not issue a refund or credit and, as appropriate, we will undertake a further investigation which could result in our turning information over to law enforcement authorities. Please note that a courier’s delivery scans are not considered evidence of return delivery or refund eligibility until items are confirmed as received, scanned, and inspected by our warehouse staff.

Similarly, we employ numerous tactics in cooperation with our carriers and merchant partners to detect ‘fake tracking’ practices and, as appropriate, will work with them to submit all evidence to the appropriate law enforcement agencies (including, but not limited to, the FBI and the US Postal Inspection Service).

Return Policy Abuse or Misuse

Suspicious, abusive, or otherwise flagrant return behavior may result in our cancelling the customer’s account, and Sonova, in its discretion, may refer the matter to appropriate law enforcement authorities.

Customers that open two or more (2) Return Merchandise Authorizations in a period of less than 90 days will not be eligible for additional prepaid return postage, and any further return merchandise authorizations will require the consumer to pay postage for shipment to our authorized return center. This will also apply to returns made by a consumer across multiple accounts or with the same billing or shipping credentials.