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Refunds, Returns & Warranty

Your hearing devices are designed to work well, and they come with as much support as you need.

That’s why, if you’re not completely satisfied, you can return your products to us for an exchange or refund as outlined below.

All products exchanged or returned must be returned to Connect Hearing in their original, undamaged packaging.

60-day money-back guarantee applies to the following products. To qualify for a refund or exchange, all products must be returned in their original condition, with undamaged packaging – within 60 days. Items outside of 60 days will not be accepted:

    • Hearing aids
    • Hearing aid accessories (includes Roger devices, TV Connector, PartnerMic, Remote Controls and Charging Cases)

 
30-day money-back applies to the following products. To qualify for a refund or exchange, all products must be returned in their original condition, with undamaged packaging – within 30 days. Items outside of 30 days will not be accepted:

    •  Assistive listening devices (includes Sennheiser, Audeara and Nuheara products)

Please contact us within the time frames stipulated above so that we can help resolve any issues.


All other products and parts are not eligible for exchange or refund unless faulty. This includes, but is not limited to:

    • Hearing aid batteries
    • Custom ear moulds 
    • Generic and custom hearing protection
    • Receivers, speakers and acoustic tubes
    • Domes, ear tips, retainers and retention handles
    • Wax management (wax stops, CeruShields, CeruStops)
    • Carry cases, drying jars and drying capsules
    • Hearing aid protectors and Otoclips
    • Cleaning tools

If you believe you have received an incorrect or faulty item, please contact us immediately. Connect Hearing will ensure all returns and refunds are processed in accordance with Australian Consumer Law.

Products purchased online cannot be refunded or exchanged in-clinic. Eligible product being returned for refund or exchange are to be returned to the following address. Return shipping will be at the customer’s expense. We recommend shipping via registered post so items can be tracked if required. 

Connect Hearing
145-147 Bouverie Street,
Carlton VIC 3053


Warranty information

This warranty does not exclude your existing rights under Australian Consumer Law.

Please note that our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Sonova Audiological Care Australia Pty Ltd (SACA) offers a three (3) year repair warranty on all hearings aids, unless otherwise specified.

The warranty covers repairs due to failure in the fit and/or functioning of the hearing aid instrument. Where the defects to hearing aids are covered under this warranty, SACA will conduct repairs of the defective hearing aids and will ship the repaired hearing aids back to you, all free of charge. This warranty does not cover your initial shipping costs, and you will be responsible for the costs of shipping the defective hearing aids to SACA in the first instance.

This warranty is valid for a fixed term of three years from the time in which the hearing aids are supplied (the warranty period). The warranty period runs continuously from the time the hearing aids are supplied until its conclusion.

This warranty only applies to the hearing aid instrument. The warranty is for the repair of any defects or faults in the hearing aids that occurred during the normal use of the hearing aids. In order to be covered under this warranty, the hearing aids must not, by anybody, have been misused, lost, or otherwise handled inconsistently with its ordinary purpose and with instructions provided by SACA. The warranty covers repairs conducted by SACA only.

This warranty does not cover:

  • The repair or replacement of ear moulds, speaker assemblies, thin acoustic tubes, or ear tips.
  • Defects or damage due to misuse, abuse, neglect, accident, or subjection to abnormal conditions.
  • Defects or damage due to a failure to properly use and maintain the hearing aids according to recommendations or instructions.
  • Lost hearing aids.
  • Defects or damage caused by actions taken or attempts by anyone other than SACA to repair or modify the hearing aids. SACA will not compensate you for repairs, attempted repairs, or modifications conducted by anyone other than SACA.
  • Any loss or damage suffered due to the use of replacement hearing aid parts not manufactured or sold by SACA.
  • Scheduled or unscheduled routine maintenance services, including cleaning, quality checks, and fine tuning of hearing aids by SACA, and standard fees and charges will apply.

To the extent permitted by law, SACA is not liable for any consequential, indirect or incidental loss or damage whatsoever related to SACA products that are not expressly provided for under this warranty, and the liability of SACA is limited to the repair or replacement of defective products by SACA.

For claiming under this warranty, please contact SACA by telephone or email. Where the damage or defects are covered under this warranty, then you can ship the hearing aids to SACA’s address. You are responsible for packaging your hearing aids properly to avoid damage during shipping. You are responsible for the delivery of your hearing aids to SACA.

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