1. General Information

If you change your mind about the purchase of your Nuheara product, or it is not performing as you think it should, you may have rights to return the product under:

• The Nuheara Manufacturer’s Warranty
• The Supplier’s Returns Policy
• The Nuheara 30 Day Money Back Guarantee
• Australian Consumer Law
• USA Warranty
• UK & Europe Warranty

If you experience any issues with the use, performance or enjoyment of a product purchased on www.nuheara.com or direct from Nuheara, please lodge a support ticket so we can assist you to resolve any issues as soon as possible.

If you purchased your product anywhere other than www.nuheara.com , you must return it to the original place of purchase for a refund or exchange, observing their return, exchange and money back policies.

Nuheara offers a  30-Day-Money-Back-Guarantee to all customers who have purchased directly from our website. If you have simply changed your mind, please follow the steps below for a refund less the re-stocking fee.

30-Day-Money Back-Guarantee period commences from the date of delivery of the product to the customer. Refund is only valid if Nuheara receives the product within 30 days of the date of delivery to the customer.

 

Follow these steps to obtain a refund:

1. To initiate a return, please fill out our return form. We will send you a Return Material Authorisation (RMA) number and a pre-printed shipping label. The RMA is only valid for 14 days from the date of issue.
2. Wherever possible the product should be returned in its original packaging and with documentation and original accessories intact. Include the RMA number in the packaging. Attach the shipping label to the box or postal packet being used for the return.
3. The item(s) being returned are your responsibility until they reach our returns centre.
4. We recommend that you retain proof of postage.
5. Once the product is received and verified, you will receive a confirmation email with the details of your refund.
6. Nuheara will provide a refund for the cost of the Product, not including any shipping charges, provided you return the Product in good condition and with proof of purchase.
7. Your refund will be paid within 14 days of us receiving the product.

If a Product is faulty or if you have any problems with your Product, please lodge a support ticket so we can assist you to resolve any issues as soon as possible.

We reserve the right to inspect the Product and verify the fault. You are obliged to return the faulty Product to Nuheara for assessment and the Product must be returned in a reasonable condition with documentation and original accessories intact, along with proof of purchase, the original packaging materials where possible, shipping label and packaging slip.

If the faulty product cannot be returned in the original packaging, please ensure the Product is properly packaged to prevent transport damage or water seepage. If a Product is found to be faulty, you are entitled to have the Product repaired, replaced or a refund in accordance to your rights under law. All refunds will be made via the payment method used for the original transaction.

2. Limited end-user Warranty
Your Products are warranted against defects in materials and workmanship for the warranty period from the date of original retail purchase (if purchased at a Nuheara Authorised retailer) or from the date of shipment (if purchased on the Site) when used in accordance with the applicable usage documentation.

The warranty period is either one year or the minimum period mandated by the regulatory requirements in the country of sale.

If a defect arises during the Warranty Period, Nuheara will, at its option, (1) repair the affected Product at no charge using new parts or parts that are equivalent to new in performance and reliability, (2) exchange the affected Product with a functionally equivalent Product that is new or formed from new and/or previously used parts that are equivalent to new in performance and reliability or, a Product that is at least functionally equivalent to the Product it replaces.

If the Product is exchanged, the replacement product becomes your property and the defect Product becomes Nuheara’s property. When a refund is given, the Product becomes Nuheara’s property. This warranty excludes defects due to normal wear, abuse, shipping damage, or failure to use the product in accordance with instructions. This warranty is void in the event of unauthorized repair or modification, or removal or defacing of the product labelling.

Except to the extent precluded by applicable state law, Nuheara is not liable for consequential, incidental, direct or special damages arising, directly or indirectly, in respect of such products or use or failure thereof, whether based on breach of warranty, negligence, strict liability, tort or otherwise.

No Nuheara reseller, agent or employee is authorized to make any modification, extension or addition to this warranty.

Some states and countries do not allow limitations on how long such warranties, conditions, and/or implied terms may last, so the limitation described above may not apply to you. This warranty is offered in addition to rights and remedies conveyed by consumer protection laws and regulations that cannot be statutorily waived and does not affect your applicable statutory rights. To the extent permitted under applicable law, the duration of any implied warranty shall be one year. 

 

3. Australia and New Zealand Warranty

The benefits given to you by this limited warranty are in addition to, and do not detract from, any rights and remedies that you may have under Australian or New Zealand consumer protection laws, including any rights you may have against the person who sold the Nuheara product to you. Our goods come with certain guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if the product fails to be of acceptable quality and the failure does not amount to a major failure. Our goods also come with guarantees that cannot be excluded under Australian Consumer     Law or the New Zealand Consumer Guarantees Act 1993. 

Nuheara Limited of 190 Aberdeen Street, Northbridge, 6003 Western Australia, telephone +61 8 6555 9999, ABN 29 125 167 133, ("Nuheara") warrants your products against defects in materials and workmanship when purchased directly from Nuheara or a Nuheara authorized reseller.  This warranty is extended only to the original end-use purchaser or the person receiving the product as a gift and shall not be extended to any other person or transferee. The warranty is valid from the date of retail purchase for a period of 1 year. In the case of a covered warranty defect, Nuheara will at its option: (A) repair the product using new or refurbished parts; (B) replace the product with an equivalent new or refurbished product. 

This warranty does not cover defects or damage arising from improper use or maintenance, normal wear and tear, commercial use, accident or external causes. Unauthorized repair, modification or customization of your product voids this warranty. 

For warranty service on covered defects during the warranty period, contact Nuheara to lodge a support ticket so we can assist you to resolve any issues as soon as possible.

Prior to providing warranty service, Nuheara may require you to provide proof of purchase details, including but not limited to a receipt or sales invoice.  You will be responsible for paying any shipping, insurance or transportation charges, and any import fees, duties and taxes, incurred by you or us in connection with your warranty claim. 

3. 1 Other conditions:

This warranty is void if the label on a product bearing the serial number has been removed or defaced. No Nuheara reseller, agent or employee is authorized to make any modification, extension or addition to this warranty

4. USA Warranty

Nuheara Limited of 190 Aberdeen Street, Northbridge, 6003 Western Australia, telephone +61 8 6555 9999, ABN 29 125 167 133, (“Nuheara”) warrants your product against defects in materials and workmanship when purchased directly from Nuheara or a Nuheara authorized reseller. This warranty is extended only to the original end-use purchaser, or the person receiving the product as a gift and shall not be extended to any other person or transferee. The warranty is valid from the date of retail purchase for a period of 1 year. In the case of a covered warranty defect, Nuheara will at its option: (A) repair the product using new or refurbished parts; (B) replace the product with an equivalent new or refurbished product; or (C) provide a partial or full refund of the original purchase price to you in exchange for return of the product.   

This warranty does not cover defects or damage arising from improper use or maintenance, normal wear and tear, commercial use, accident or external causes. Unauthorized repair, modification or customization of your product voids this warranty.  

For warranty service on covered defects during the warranty period, contact Nuheara and lodge a support ticket so we can assist you to resolve any issues as soon as possible.

Prior to providing warranty service, Nuheara may require you to provide proof of purchase details, including but not limited to a receipt or sales invoice.   

This limited warranty gives you specific rights that are in addition to other rights you may have under applicable laws, including your rights against the person who sold the Nuheara product to you. TO THE EXTENT PERMITTED BY LAW, HOWEVER, THIS WARRANTY IS THE SOLE AND EXCLUSIVE WARRANTY PROVIDED BY NUHEARA. NUHEARA DISCLAIMS ALL OTHER WARRANTIES WHETHER EXPRESS OR IMPLIED (INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT), AND NUHEARA’S LIABILITY SHALL BE LIMITED TO THE ORIGINAL PURCHASE PRICE.   

5. Nuheara® Product Sales Conditions for Products Purchased in Europe Limited Warranty Policy and Conditions of Sale

Nuheara Limited of 190 Aberdeen Street, Northbridge, 6003 Western Australia, telephone +61 8 6555 9999, ABN 29 125 167 133, ("Nuheara"). 

5. 1 What is covered 

All parts defective in material and workmanship. This limited warranty for Nuheara® products covers the functionality of the product for their normal, intended use as specified in the Product Safety Information Guide, General FAQ & Troubleshooting  and does not cover a malfunction that has resulted from improper or unreasonable use or maintenance, accident, excess moisture, improper packing, lightning, power surges, or unauthorized tampering, alteration or modification while not under the control of Nuheara. This Limited Warranty is also excluded if the label bearing the serial number has been removed or defaced.

5.2 For how long 

The Nuheara® Limited Warranty lasts two years from the purchase date.

5.3 What we will do 

We will repair or replace any defective parts within a reasonable period of time and free of charge.

5.4 How you can obtain warranty service

1. To initiate a return, please fill out our return form. We will send you a Return Material Authorisation (RMA) number and a pre-printed shipping label. The RMA is only valid for 14 days from the date of issue.
2. Wherever possible the product should be returned in its original packaging and with documentation and original accessories intact. Include the RMA number in the packaging. Attach the shipping label to the box or postal packet being used for the return.
3. The item(s) being returned are your responsibility until they reach our returns centre.

5.5 Other Rights 

THIS LIMITED WARRANTY GIVES YOU SPECIFIC RIGHTS SUBJECT TO SPECIFIED CONDITIONS. YOU MAY ALSO HAVE OTHER LEGAL RIGHTS WHICH APPLY TO THE PRODUCT YOU HAVE ACQUIRED. THESE LEGAL RIGHTS VARY FROM COUNTRY TO COUNTRY. SOME PLACES DO NOT ALLOW THE EXCLUSION, RESTRICTION OR MODIFICATION OF CERTAIN IMPLIED RIGHTS OR THEIR EFFECT. IN THOSE SITUATIONS, THIS LIMITED WARRANTY WILL ONLY APPLY TO THE EXTENT THAT THE APPLICABLE LAW ALLOWS. OTHER LAWS PROVIDE YOU WITH A STATUTORY CLAIM AGAINST THE SELLER. 

The laws of your state or country may provide you with legal claims against the seller or manufacturer of this product. The Limited Warranty does not affect those rights.  

5.6 Remedies 

The provisions of this limited warranty are in lieu of any other warranties or conditions, except those provided by law. This Limited Warranty does not affect any legal rights provided to you by law and does not preclude any legal remedy you may have under the law. 

This Limited Warranty is fully transferable provided that the current owner furnishes the original proof of purchase from an authorised Nuheara® dealer. 

In countries where liability limits are not precluded by statute, the maximum liability of Nuheara shall not exceed the actual purchase price paid by you for the product. In countries where limitations on liability are precluded by law, Nuheara shall be liable for no more than the direct damages for bodily injury, and/or real or personal property arising from the negligence of Nuheara. 

Where not prohibited by law, Nuheara shall not be liable for special, incidental, consequential or indirect damages. Some places do not allow limitations on the exclusion or limitation of relief, special, incidental, consequential or indirect damages, or the limitation of liability to specified amounts, so the above limitations or exclusions may not apply to you. 

Updated 16 April 2024