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, SoundBand™ 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 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. The accessories and components exchanged must be compatible with the same cochlear implant system for which the unopened product was intended. |
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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. The accessories and components exchanged must be compatible with the same cochlear implant system for which the unopened product was intended. Bone Conduction system processors and components can be exchanged within 90 days of fitting for the same generation. NOTE: Opened Nucleus initial external system kit sound processors can be exchanged within 90 days of the fit date between the currently offered OTE and BTE sound processors. The sound processors exchanged must be compatible with the same cochlear implant system for which the unopened product was intended. |
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Upgrade Kits |
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|---|---|
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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 can be exchanged for a different accessory within the options of the kit configuration within 90 days from shipment.# Individual accessories and components 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, SoundBand™ 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.
#Batteries supplied as part of the Power Up Program are not eligible for exchange or refund. To qualify, The Power Up Program must be selected at order placement and cannot be chosen as a replacement for an exchanged accessory after shipment. Yearly battery allocation to be redeemed in a single 365 day period. If not redeemed within the allotted time frame, battery allocation does not carry over. No cash value.
†Open or Unopened Nucleus initial external system kit sound processors can be exchanged within 90 days of the fit date between the currently offered OTE and BTE sound processors. The sound processors exchanged must be compatible with the same cochlear implant system for which the unopened product was intended. This 90-day exchange period for open or unopened Nucleus initial external system sound processors is only applicable to the commercially offered OTE/BTE sound processors at the time of purchase; it does not apply to the future introduction of a newer model sound processor.
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.