for Sonova Hearing Australia Pty Ltd Online Shop

January 2026

1. Scope of Application

(1) These General Terms and Conditions of Sales to Consumers ("GTC") apply to all agreements on the sale of products ("Products") that Sonova Hearing Australia Pty Ltd ("Sonova" or "we") concludes with a customer who is a consumer as defined in section 3 of the Australian Consumer Law contained in Schedule 2 to the Competition and Consumer Act 2010 (Cth) ("Customer" or "you") in respect of the Customer accessing our website, located at https://au.sennheiser-hearing.com/) ("Website")and making purchases via online orders placed by the Customer on our online shop ("Online Shop").

(2) Contractual partner is Sonova Hearing Australia Pty Ltd ACN 651 492 929, with its registered office at Suite 37.1, 100 Miller St, North Sydney 2060, NSW.

(3) How to contact us: You can contact us during the following hours 24 hours by email at:customerservice-anz@sennheiser-hearing.com.

(4) These GTC and the languages available for the conclusion of a contract for purchasing Products are English.

(5) We can make changes to these GTC at any time and without prior notice. However, any such changes will not affect orders you have already placed and the version of the GTC published on the Website at the time you submitted your order will apply to your purchase of Products.

2. Order Process, Conclusion of Purchase Agreement

(1) The Products displayed in the Online Shop constitute a non-binding product catalogue. Our Product offerings in the Online Shop are a non-binding invitation to purchase and do not constitute an offer to conclude a contract. Pictures and images of the Products and their packaging are for illustration purposes only. In case of a difference between the image and the written product specifications, the latter will always prevail. The colours of the Products displayed on the Website may vary depending on what device you are using and your settings. You must use our Products only for domestic and personal use. You must not use our Products for a commercial, business or resale purpose.

(2) By placing an order in the Online Shop, the Customer makes a binding offer to purchase the selected Product(s).

(3) To place an order, the Customer may put the Product into the shopping basket in a non-binding manner and then correct the entries at any time using the “Remove” button in the shopping basket. If the Customer has already started the order process, corrections can be made at any time using the "Back" button in the browser and then access the shopping basket to make corrections before placing the binding order. The Customer can change the quantity of a Product or delete a Product from the basket at any time before placing a binding order.

(4) By clicking on the "Checkout" button in the shopping basket, the Customer will be forwarded to the order process where the Customer is required to enter all of the data that is relevant to the processing of the order (first and last name, billing and delivery address, selection of a payment method and payment details, email address) and during which, if available, a voucher can be redeemed. The Customer may choose between the options "Express Checkout" or enter "Contact" and "Shipping address". If "Express Checkout" is selected, the Customer will be redirected to the Website of an instant payment system provider (e.g., PayPal, Google Pay, or similar) and, after filling in the data requested by the selected provider, redirected back to the final section of the order process further described in clause 2(5). "Shipping address" and payment method are filled in automatically in this case. If the Customer selects "Contact" and "Shipping address", email address and shipping address shall be entered. Next, by clicking on the "Continue to shipping" button, the Customer is forwarded to the choice of shipping method. The Customer may choose between standard shipping or express shipping. Next, by clicking on the "proceed to payment" button, the Customer is asked to select the desired payment method and, if applicable, to enter a billing address other than the shipping address. During the order process, we provide the Customer with technical resources in the form of a standard check for completeness and plausibility (check to see whether all mandatory fields have been completed and whether the characters entered are appropriate for the mandatory field in question) to help the Customer recognise any errors that have possibly been made in the Customer's entries.

(5) The order data is then summarised in an overview once again for the Customer's final check. By clicking on the "Buy Now" button, the Customer places a binding order for the selected Product(s) in its basket.

(6) If an instant payment system has been selected as the payment method, the Customer will now be redirected to the Website of the provider of the instant payment system, where the Customer enters their data. The Customer can access the individual order steps listed using the usual functions of their Internet browser.

(7) You may only place a binding order if you take note of and agree to the application of these GTC by placing a checkmark in the field "I agree to the application of the general terms and conditions". By making a purchase and accepting these GTC, you confirm that you: (a) agree to comply with these GTC; and (b) that you are legally bound by these GTC. Please also take note of the Privacy Policy as well as the instructions on the right of withdrawal as stated in clause 5.

(8) The GTC can be printed using the "Print" function and saved using the "Save" function.

(9) The order placed by you constitutes a binding offer to purchase the selected Products (“Offer”). We are under no obligation to accept the Offer. We will send the Customer a confirmation of receipt of the Offer without undue delay upon such receipt, which does not constitute acceptance of the Offer.

(10) The Offer is only accepted by us, and thus, the purchase contract will only be concluded if and when we confirm acceptance of the Offer to the Customer (by separate email) (“Order Confirmation”) or send the Products and inform the Customer accordingly (“Dispatch Notice”). The Order Confirmation or Dispatch Notice will be sent within one to three business days following the day of the placement of the order. The Order Confirmation or Dispatch Notice will also contain all details of the contract (including the information supplied to us by you, the details of the order, your order number, shipment tracking information and these GTC, and any other information required by law).

(11) After receipt of the confirmation of receipt and the Order Confirmation or Dispatch Notice, please check your personal data and the order and inform us of any corrections without undue delay. We are not liable if ,due to incorrect data provided by you in the order process, it is not possible to execute the relevant order or there are delays.

(12) We are not obliged to accept your order and will contact you by email to tell you if we do not accept all or part of your order. This is typically for the following reasons (this is not an exhaustive list): the Products are unavailable; you are under the age of eighteen (18); we cannot ship to you; we cannot authorise you payment; you are not allowed to buy Products from us; we are not allowed to sell the Products to you; you have ordered too many Products; or there has been a mistake with respect to the pricing or description of the Products. We have the right to reject any order for any reason, without any liability to you, and, if the order is rejected after your payment has been processed, we will provide you with a full refund (including delivery costs) using the same means of payment as you used for the initial transaction.

(13) All orders are subject to availability. We cannot guarantee that any Product will be available at any given time. In certain circumstances beyond our reasonable control, for example where there has been a change in law, we may need to stop selling certain Products. If we do not accept your whole order, your order will be cancelled. If payment has already been processed, we will provide you with a full refund (including any delivery costs) using the same means of payment as you used for the initial transaction.

(14) If we do not accept part of your order, such part of your order will be cancelled. If payment has already been processed, we will provide you with a refund to the value of those cancelled Products using the same means of payment as you used for the initial transaction. Any Products forming part of the same order which are still available will be sent to you and charged for as normal.

3. Prices and payment

(1) Our prices include statutory goods and services tax (GST). Any applicable shipping costs, customs duties and similar charges are borne by the Customer; they will be displayed in the summary of the order data as stated in clause 2(5) prior to the Customer confirming the transaction by clicking on the "Buy Now" button. . 

(2) Only the payment options specified in the Online Shop are permitted. We generally accept: Credit card or electronic payments.

(3) Value vouchers can be redeemed during the order process for the Products in accordance with the terms and conditions set out on the voucher. By contrast, discount codes may not be used for the purchase of Products that are reduced goods, outlet goods and new goods. 

(4) If payment upon receipt of invoice has been agreed, our invoices are due for payment within 30 days after receipt of the Product and the invoice by the Customer. The invoice will be sent by email. Orders which are to be paid in advance will not be sent until payment has been received.

(5) In the event of default in payment, we are entitled to our statutory rights.

(6) The Customer does not have a right of set-off or retention unless the counterclaim is undisputed or has been declared final and absolute by a court of law. Set-off or the exercise of any retention right by Customer shall also be allowed to the extent that the counterclaims are based on the same contractual relationship.

(7) Prices for our Products and delivery charges may change at any time. Except as set out in section 3(8) below, any such changes will not affect orders you have already placed and the price for the relevant Product(s) published on the Website at the time you submitted your order will apply to your purchase of Products. 

(8) If there has been an error on the Website regarding the pricing of any of our Products and this affects your order, we will try to contact you using the contact details that you provided when placing you order. We will give you the option to re-confirm your order at the correct price or to cancel your order. If we are unable to contact you, we will cancel your order and notify you by email. If the order is cancelled after your payment has been processed, we will provide you with a full refund (including delivery costs) using the same means of payment as you used for the initial transaction.

(9) If the rate of GST (or other applicable sales tax) changes between your order date and the date we dispatch the Products, we adjust the rate of GST (or other applicable sales tax) that you pay, unless you have already paid in full before the change in the rate of GST (or other applicable sales tax) takes effect.

4. Shipping conditions, transfer of risk

(1) All periods for shipping the Products indicated by us when the order is placed or otherwise agreed commence (a) if delivery against advance payment has been agreed, on the date of receipt of the full purchase price (including GST and shipping costs) or (b) if another payment method has been agreed, on the date the purchase contract is entered into.

(2) If no delivery period or fixed date for shipping and delivery has been specified or otherwise agreed, a general delivery period of five (5) working days will apply. The delivery period is indicative only.

(3) If the Customer has purchased several Products in one order that can be used separately, we may also send them in several separate deliveries, unless this would be unreasonable for the Customer; in case of partial deliveries, we will bear the additional shipping costs incurred for this. This does not restrict the Customer's statutory rights with regard to timely and proper delivery.

(4) Unless expressly agreed otherwise, we will determine the appropriate shipping method and transport company at our reasonable discretion.

(5) We only owe the timely delivery of the Products to the transport company at our warehouse in Villawood, NSW and are not responsible for delays caused by the transport company.

(6) The risk of accidental destruction, accidental damage or accidental loss of the delivered Products passes to the Customer when the Products are delivered to the Customer. Delivery shall be made to the delivery address specified by the Customer.

(7) We will not be liable in any way to you for any delays in fulfilling the order or in delivering the Products listed in the order confirmation due to circumstances beyond our reasonable control.

(8) The Products in the order confirmation will be sent to the mailing address specified by you.

(9) Events outside the reasonable control of the parties, including but not limited to unavailability of means of transportation and unforeseen or unavoidable events (e.g. natural disasters, extreme weather, industrial action) that result in a delay in deliveries or make deliveries difficult or impossible or cause significant increases in our delivery expenses, will give us the right to split up, resend or cancel the order, in full or in part, or to cancel your contract with us. In these cases, we will inform you of our decision by sending an email to the address provided by you, and you will only be entitled to a refund of any sums already paid, excluding any other claims against us for any reason.

5. Return Policy

(1) We do not accept returns or provide refunds for Products purchased via our Online Shop where you have changed your mind.

(2) Our refund policy set out in this clause 5 does not limit, exclude or replace any rights you may have under the Australian Consumer Law. Returns will only be accepted where required under the Australian Consumer Law.

(3) When a return is required under the Australian Consumer Law, we bear the costs for return shipping if the Customer uses the free return label. The Customer can download the return label online in our retour-portal. If the return label is not used, the Customer bears the costs. Payments already made will be credited if the returned Products have been received and assessed in accordance with the Australian Consumer Law.

(4) Please send returns to:
Sonova Hearing Australia Returns, Arvato Australia Pty Ltd, 3B, 246 Miller Road, Villawood 2163, NSW.

6. Retention of title

(1) We retain title to the Products delivered by us until the purchase price for the Products in question has been paid in full (including GST and applicable shipping costs).

(2) The Customer is not entitled to dispose of the Products delivered by us which are still subject to retention of title without our prior written consent.

(3) Until the purchase price is paid in full (including GST and applicable shipping costs):

a. The Customer must treat the Products with care.

b. In the event of access to the Products by third parties, in particular by bailiffs, the Customer must point out that we own the goods and notify us without undue delay so that we can enforce our ownership rights.

7. Claims for defects

(1) As a consumer in Australia, you have legal rights in relation to the Products, including under consumer guarantees and other consumer protection provisions set out in the Australian Consumer Law or similar legislation which cannot be excluded or limited (Non-Excludable Rights), and nothing in these GTC shall affect your Non-Excludable Rights. 

(2) If your Product is defective, please contact us as soon as possible by email at contactcenter@sennheiser-hearing.com . A communication from our customer support team will follow, indicating the remedies available.

8. Liability

(1) If we breach these Terms or are negligent, we are liable to you for foreseeable loss or damage that you may suffer as a result. By 'foreseeable', we mean that, at the time the contract was made, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).

(2) We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.

(3) Nothing in these Terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.

(4) The above limitations of liability shall also apply in the case of your claim for damages against Sonova's officers, executives, employees or agents.

(5) Except for any Non-Excludable Rights, any further liability on our part is excluded.

(6) To the extent permitted by the Australian Consumer Law, we limit our liability to you, at our discretion to:

a. the replacement of the Products or the supply of equivalent Products;

b. the repair of the Products;

c. the payment of the cost of replacing the Products or of acquiring equivalent Products; or

d. the payment of the cost of having the Products repaired; or

e. a refund of the purchase price of the Products (including delivery).

9. Intellectual property rights and copyrights

(1) The Customer is granted the non-exclusive right to use the software delivered with the Products for the sole purpose of using the Products.

(2) The Customer may not make copies of the software.

(3) The Customer may only transfer the rights in the software granted to them to a third party if ownership of the Product in question is simultaneously transferred to such third party and the Customer does not retain any copies of the software.

(4) We hold copyrights in the images, films and texts published in our Online Shop. Use of the images, films and texts is not permitted without our express consent.

10. Data privacy

(1) Ordering any Products on our Website will require the collection of your personal information, including your name, email address and delivery address, as well as payment details. The collection of this information is necessary to process and deliver your order. If you do not provide the personal information requested, we will not be able to complete your order.  

(2) You confirm that you have full rights to provide the email address, personal address and any other details you enter. The order including your personal information will be stored electronically by us in compliance with applicable data protection requirements.

(3) Your personal information will be shared with our related bodies corporate and third-party service providers who assist us with the operation of our business. Some of our service providers and related bodies corporate are located overseas, including in the EU and USA. Our parent company, Sonova AG, is in Switzerland. As a result, personal information collected and held by us may be transferred overseas.

(4) We will hold any personal information that you submit in accordance with our Privacy Policy which can be accessed at https://au.sennheiser-hearing.com/policies/privacy-policy. Information about how you may access or correct your personal information or make a privacy-related complaint is set out in our Privacy Policy.

11. Other important provisions

(1) These GTC are governed by and must be construed in accordance with the law for the time being in force in New South Wales and you, by agreeing to these GTC, are deemed to have submitted to the non-exclusive jurisdiction of the courts of New South Wales and courts of appeal from those courts.

(2) These GTC apply in the version currently valid at the time the Customers submits its order. The current version is available at https://au.sennheiser-hearing.com/policies/terms-of-service.

(3) If an individual provision of these GTC is or will be invalid for whatever reason, this does not affect the validity of the remaining provisions.

(4) No one other than us or you, has any right to enforce any of these GTC. 

(5)  We may transfer our rights and obligations under our contract with you to another organisation, but this will not affect your rights or our obligations under these GTC. We will always notify you by posting on our site if this happens.

(6) You are not allowed to transfer your rights or obligations under these GTC to anyone without our prior written consent.

(7) Any notice under these GTC must be given in writing. The parties agree to receive all communications, agreements, and notices under these Terms (“Communications”) electronically, including by email. The parties agree that notices delivered electronically satisfy any legal requirement that such Communications be in writing. You further agree that we are not responsible for your failure to receive notices if you fail to provide accurate and up to date personal contact information. Communications will be deemed given on the day sent.