Cochlear™ Return and Exchange Policy for Professionals - US and Canada
What you'll find on this page
- Cochlear's return and exchange policy for professionals
- Purchase orders and invoices
- Important definitions
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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Primary and Backup Implants |
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Unopened |
Can be returned within 60 days of shipment from Cochlear. Cannot be returned 60+ days from Cochlear shipment. |
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Opened |
Not returnable. |
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Additional Surgical Components |
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Unopened |
Can be returned within 60 days of shipment from Cochlear. Cannot be returned 60+ days from Cochlear shipment. |
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Opened |
Not returnable. |
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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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Nucleus or Osia® Implant Exchange |
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Up to 90 Days Prior to Expiration |
Can be exchanged for same product, or equal value. |
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0-90 Days Prior to Expiration |
Exchangeable for $2,000 USD/$2,400 CAD re-sterilization fee. |
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Opened/Damaged or Past Expiration |
Not exchangeable. |
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Additional Surgical Components |
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Up to 90 Days Prior to Expiration |
Can be exchanged for same product, or equal value. |
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0-90 Days Prior to Expiration |
Can be exchanged for same product, or equal value. |
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Opened/Damaged or Past Expiration |
Not exchangeable. |
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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 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. |
Purchase Orders and Invoices
A purchase order (with current customer pricing) is required for shipment of all Nucleus, Osia and Baha® systems and additional surgical components, including exchange orders.
A backup implant can be purchased at the time of ordering or selected to be sent at no-charge. This determination can either be dictated by the contract or between the Cochlear Field representative and the facility.
When ordering a backup implant from Cochlear, any of the following may be used:
- One-time purchase order for back up implant only
- Blanket purchase order
- Purchase order which includes primary implant and separate line for backup implant
Cochlear’s Return and Exchange Policy is subject to change.
Professional Care Contact Information
If you are a Professional partner and would like to return or exchange that is eligible under Cochlear’s Return and Exchange Policy or have additional questions, please contact Professional Care at 1.877.883.3101, Option 1.
Important Definitions
- Accessories: Remote Control, Remote Assistants, Batteries, Wireless Accessories, Aqua +/Activity Kits, Retention Accessories, Lite Wear and Hybrid™ Components
- Additional Surgical Components: Fast System, Baha abutments, Osia and Baha cover screws, Nucleus, Osia and Baha implant magnets, Nucleus Depth Gauge, Slim Modiolar Electrode Sheath, and other additional surgical components
- Backup Implant: Secondary Nucleus or Osia implant
- Components: Cables, Coils, Magnets, and Standard Ear hooks
- Customer: Hospital or Surgical Clinic (Purchaser of Surgical Product)
- Damaged: Product that has been altered and cannot be returned directly to Cochlear’s supply (i.e. markings, stickers, residue, damage to the box or quality seal, crush marks, etc)
- Fitting Date: Date sound processor is fit by a clinician
- Initial External System Kits: Contains an implant, sound processor, accessories, and components
- Opened Implant: Considered opened if the quality seal on the outer implant packaging or the surgical component packaging has been broken
- Primary Implant: The implant that is intended to be used
- 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.ƒ
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.