Cochlear™ Nucleus® and Bone Conduction Return and Exchange Policy - US and Canada
What you'll find on this page
- Cochlear's return and exchange policy
- Contact information for Cochlear's customer service
- Important definitions for accessories, components, etc.
- For professional partners, please visit Cochlear's return and exchange policy for professionals.
Returns
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Initial External System Kits |
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Unopened |
Can be returned within 90 days of fitting or shipment.* |
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Opened |
Open Nucleus®, Osia®, Baha® Connect and Baha Attract Systems cannot be returned. Open Baha Start (Baha Softband and SoundArc) Systems can be returned opened within 90 days of ship date. Baha Start Sound Processor returns are only accepted as part of a full system return. |
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Upgrade Kits |
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Opened or Unopened |
Cochlear offers a 90-day trial period for Nucleus and Bone Conduction processor upgrades. During the 90 days, a recipient can return or exchange open or unopened upgrade kits for the same or newer generation processor and processor components. Individual Accessories or Components are not available for return. |
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Aftermarket Accessories and Components |
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Unopened |
Can be returned within 90 days of shipment. |
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Opened |
Cannot be returned. |
Exchanges
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Initial External System Kits |
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Unopened |
Can be exchanged for the same generation component within 90 days of shipment or fitting date if available.† NOTE: Unopened Nucleus® initial system sound processors can be exchanged within 90 days of the fit date between the same generation OTE and BTE sound processors. |
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Opened |
Open Nucleus Sound processors and components can be exchanged within 90 days of fitting date for a different color, magnet strength, length of cable or ear hook type or size of the same generation processor only. Bone Conduction system processors and components can be exchanged within 90 days of fitting for the same generation. NOTE: Open Nucleus initial system sound processor exchanges are allowed within 90 days of the fit date between the same generation OTE and BTE. Only the currently offered CI same generation devices, Nucleus 8 and Kanso® 2 Sound Processors, are acceptable to exchange within 90 days of the fit date. |
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Upgrade Kits |
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Opened or Unopened |
Cochlear offers a 90-day trial period for Nucleus and Bone Conduction processor upgrades. During the 90 days, a recipient can return or exchange open or unopened upgrade kits for the same or newer generation processor and processor components. Individual Accessories or Components are not available for return. An accessory bundle can be exchanged for a different bundle within 90 days from shipment. Individual accessories and components within a bundle can be exchanged for a different color, strength, or length within 90 days of shipment. Recipients who change processor type can also exchange accessories that are only compatible with the new device.†† |
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Aftermarket Accessories and Components |
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Unopened |
Can be exchanged within 90 days of shipment. |
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Opened |
Opened components can be exchanged within 90 days of ship date. Opened Accessories cannot be exchanged. Exception: Snugfit and ear hooks. |
Cochlear’s Return and Exchange Policy is subject to change.
Customer service
If you are a recipient or parent/carer of a recipient and purchased something you would like to return or exchange that is eligible under Cochlear’s Return and Exchange Policy , please call Customer Service at 1.800.483.3123 or email customer@cochlear.com.
If you have already received return materials but are unsure of how to proceed with returning your product or need to obtain a new return label, please call Customer Service at 1.800.483.3123 or email customer@cochlear.com.
Important Definitions
- Accessories: Aqua+ Coils and Sleeves, Aqua+ Activity Kits, Baha® Covers, Baha Softband and SoundArc™, Batteries, Battery Chargers, Cleaning products, Device Retention products, Hybrid™ Specific Accessories, Remote Control, Remote Assistants, Softwear Pads, Storage Kits, and Wireless Accessories
- Components: Cables, Coils, Magnets, and Standard Ear hooks
- Fitting Date: Date sound processor is fit by a clinician
- Initial External System Kits: Contains an implant, sound processor, accessories, and components
- Shipment Date: Date when an item ships from Cochlear
- Upgrade Kit: A kit purchased by a recipient that includes the latest compatible generation sound processor and compatible accessories and components.
Are you a professional partner?
Please visit Cochlear's Return and Exchange policy for professionals in the link below.
Disclaimer
*Individual Nucleus and Osia initial external system kit components cannot be returned for credit.
†Open or Unopened Nucleus initial external system kit sound processors can be exchanged within 90 days of the fit date between the current generation OTE and BTE sound processors. This exchange period is only applicable to our currently offered OTE/BTE devices, the Nucleus 8 and Kanso 2 Sound Processors; it does not apply to any future introduction of a newer generation devices. This policy is subject to change and an exchange from a current generation (Nucleus 8 and Kanso 2 Sound Processor) to a future introduction of new generation device is not acceptable under our 90-day OTE/BTE exchange policy.
††Example: A recipient that moves from Kanso to Nucleus 7 is eligible to exchange Kanso remote control (CR210) for Nucleus 7 remote control (CR310).
For information about Cochlear’s warranty protection and loss coverage, visit Warranty Coverage.
For a full list of Cochlear’s trademarks, please visit our Terms of Use page.