Our Returns and Refund Policy

Returning a Kanso 2 Sound Processor

Please read our Returns and Refund Policy below before deciding to return a Kanso 2 Sound Processor.

If you are returning a Kanso 2 Sound Processor, download and follow the instructions detailed here.


Our Returns and Refund Policy

Please choose your Goods carefully, as we cannot provide refunds for Goods where you have simply changed your mind. This includes returns where you have simply selected the wrong Goods.

If the Goods you purchased did not meet your expectation or are found to be faulty, you can cancel and return your order up to 30 days from the date your Good(s) were dispatched. The process for returning the Goods is as follows:

  • Contact Cochlear Customer Service on 1800 620 929 or email customerservice@cochlear.com
  • Complete the form “Customer Purchase Return and Exchange Form” (Return Form) which can be downloaded here.
  • Send the Return Form together with the Goods being returned in original condition (including packaging, labels and accompanying documentation/manuals) to us at:
    Cochlear Customer Service – Australia and New Zealand
    Cochlear Limited
    1 University Avenue
    Macquarie University NSW 2109

Please use the label on your delivery and returns note, enclosed with your Good(s).

You are responsible for the costs of returning Goods to us. Any Goods returned are your responsibility until they reach our warehouse. Cochlear recommends using a traceable postage method. Please ensure you package your return to prevent any damage to the Goods or their packaging. We are not responsible for any Goods that are returned to us in error.

In- clinic purchases cannot be returned for a refund or exchange to us. You will need to contact your clinic directly.

Faulty Goods

If the Goods are damaged or faulty when delivered to you, we may offer a repair, exchange or refund, as appropriate, in accordance with your legal rights. If you believe Goods were delivered damaged or faulty, you must inform us within 10 business days (contact details above), giving us your name, address, order reference and as much detail as possible about the problem with the Goods.

Refunds and Exchange

We will process the refund due to you as soon as possible and, in any case, within 14 days after the day on which we receive the Goods back or, if earlier, the day on which we receive evidence that you have returned the Goods to our address (see above). We will refund the price of the Goods in full (subject to any deduction we are entitled to make due to your use of or damage to the Goods), including the cost of standard delivery, where all Goods purchased with your order are returned. However, we will not refund your cost of returning the Goods to us. We will refund any money received from you using the same method originally used by you to pay for your purchase, unless agreed otherwise.

If you have elected to exchange the Goods rather than a refund, the exchange will only be made for like Goods only and subject to Goods availability. The replacement Goods will only be shipped after the returned item has been received in our warehouse.

Our Refund and Returns Policy includes, and does not seek to exclude or limit, the rights you have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The warranties and product support that we offer and provide pursuant to our Terms of Sale are in addition to the consumer warranties and guarantees under the Australian Consumer Law.

Cochlear reserves the right to make changes to this Refund and Returns Policy without notice.

This Refund and Returns Policy is subject to our Terms of Sale.

Unless otherwise indicated, capitalised terms used in this Refund and Returns Policy are defined in the Terms of Sale.

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