Important: The information on this page relates to our Melody and Harmony BT products.
Information about the Trial Period, Warranty and Returns for our Custom Hearing Aids can be found here:
Custom Hearing Aids Warranty Page
Your satisfaction is guaranteed. If you are not satisfied with your purchase, you have a 30‑Day Trial Period during which you can decide to return your order for a prompt and full refund (less a 5% re-stocking fee). The 30‑Day Trial Period will commence on the date that your order is delivered to you by Canada Post or any other courier service. Products may not be returned for refund after the 30‑Day Trial Period has ended. Please see the “Returns and Repairs” section below for full instructions.
We strongly recommend that clients commit to a trial period of not less than 14 days. Return shipping costs are the responsibility of the customer and shipments should be sent via trackable courier service (we recommend Canada Post) and include insurance coverage of $100 for your protection ($100 insurance is included in Canada Post standard courier packages).
One Year Warranty
Your hearing device purchase is covered against defects in materials and workmanship for one year from your date of purchase. If upon our examination it is determined that the unit failed to work due to parts, materials or workmanship we will repair or replace it for free. Please note, your warranty does not include lost devices or damage caused by misuse, excessive water exposure, damage caused by attempts to repair the device or any damage that fractures the shell of the device. In case of replacement, Online Hearing reserves the right to substitute a product of comparable technology and value in any situation that the customer’s product has been discontinued or is otherwise unavailable.
Peace of Mind Plan
You may extend your warranty to include coverage for accidental damage* (including water damage, broken shells and pet damage), loss* and theft* in addition to the standard warranty against manufacturing defects in parts, materials and/or workmanship. The Peace of Mind Plan extends coverage for repair or replacement for damage not covered by the standard warranty for the same period of one year from the date of purchase.
Purchase your Peace of Mind Coverage for only $79 per device.
*Conditions: One claim per plan purchased. Damaged devices to be repaired or replaced at the sole discretion of Online Hearing. Replacement subject to $75 deductible per device. This plan is available only at time of purchase of your hearing devices. Coverage must apply to all devices purchased – i.e. the purchaser of two devices must purchase coverage for both devices or none.
Out of Warranty Replacement
Any damaged device that is returned during the original one year warranty period which does not qualify for warranty repair or replacement, may be replaced at the discretion of the customer by any item offered by Online Hearing Canada at a discount of 50% off the then current price posted on OnlineHearing.ca.
Any device that is damaged at any time in the one year period following the expiry of the warranty may be replaced at the discretion of the customer by any item offered by Online Hearing Canada at a discount of 50% off the then current price posted on OnlineHearing.ca.
Returns and Repairs
To process a return or repair claim, please call our customer care department toll-free at 1-800-519-8909 to obtain a Return Merchandise Authorization (RMA) number. Then simply download, print and complete either the Product Return Form or the Product Repair Form. Please note any products returned without an RMA number will be charged a 20% processing fee. Items must be returned by courier at the sole expense and risk of the customer.
Products must be returned with the Product Return Form in like new condition, ordinary wear and tear excepted, and in the original undamaged packaging and shipping box with all accessories. Items returned in damaged condition will be returned to the customer and no refund will be provided. Items returned in damaged packaging will be charged a 20% restocking fee.
All products MUST include a Return Merchandise Authorization (RMA) number for proper processing. Products returned without an RMA number will incur a twenty percent (20%) No-RMA Fee. Return shipping costs are the responsibility of the customer and shipments should be sent via trackable courier service (we recommend Canada Post) and include insurance coverage of $100 for your protection ($100 insurance is included in Canada Post standard courier packages).