Sonova Customer Care Support
Our friendly Customer Care Team is available 8 am to 5.30 pm Monday to Thursday and Friday 8 am to 5.00 pm to support you with inquiries relating to pricing, order placement, and deliveries.
Phonak 1800 809 321 orders@phonak.com.au
Unitron1800 212 313orders.au@unitron.com
How do I place my order?
Online
Online orders are prioritised and can be placed via thePhonakorUnitrone-Stores24/7.Please note: To order online, you will need to set up an eServices account. Our Customer Care team or your local Phonak or Unitron Territory Manager can set this up for you.
Order Forms
Orders can also be placed using a current order form, however you may experience delays in processing. Order forms can be downloaded below and emailed to the relevant Phonak or Unitron Customer Care Team.
Pricing, Policies and Purchase Conditions
Sonova takes all reasonable endeavours to meet your requested time frame for delivery of orders once the order form is processed. Delivery time may be impacted if you do not complete the mandatory fields on the order form, including but not limited to the ‘Required By’ section. Sonova will endeavour to deliver your order by the times stipulated in the ‘Policies and Purchase Conditions’ section of the Phonak and Unitron product catalogues below:
How long does an order take to process and deliver?
Standard hearing aids
Allow 24 – 48 hours to process your order and another 24 – 48 hours for shipping once it leaves us.
Custom hearing aids
Allow 2 weeks for production and shipping for standard orders. VIP orders require 24 hours for processing and 24 – 48 hours for courier service.
How do I return a product or have it repaired?
If for any reason, you need to return any goods or require a credit, please email our dedicated support team atcredits.au@sonova.comfor a hassle-free return process.
Return Conditions
- All returns must be accompanied by a service/credit form with the serial numbers of all devices sent clearly listed. Forms can be downloaded below:
- Please check the warranty on the invoice. If the device is not in warranty, please refer to the price structure and fine print on the repair forms – we do not provide quotes, so please pay attention to the prices listed before sending devices to us.
- Remakes require the specific serial number we are remaking and clearly stating what changes to be made to the shell.
Do you quote on repairs?
We no longer quote on repairs.
Is there a cost for repairs?
If the device is out of warranty the cost for a minor repair is $89.50, and $194.50 for a major repair. All repairs come with a 12-month service warranty.
How long will a repair take?
A repair can take between 5-7 days in-house.
Is there a VIP repair service, and how long does it take?
Yes. VIP repair service will take 24 hours of production time with a VIP fee of $57.50. This does not include a courier. Allow 24 – 48 hours for delivery.
How can I locate the warranty end date of a device?
You can access warranty and expiration information via the Phonak and Unitron e-store. Otherwise, you can call or email the customer care team.
For further information about warranties, please refer to the ‘Policies and Purchase Conditions’ section of the product catalogues below.
How can I access a trial device?
Contact your local Phonak or Unitron Territory Manager to order a trial or dummy device.
How long is the trial period?
Hearing aids trial device’s come with a 90 days trial period. After 90 days, you can return the device to Sonova for credit.
Can the trial period be extended?
The trial period can be extended for an extra month or 2 months. To request an extension, please email the Customer Care Team or your Phonak or Unitron Territory Manager.