General Terms and Conditions of Online Sales to Consumers

General Terms and Conditions of Online Sales to Consumers

Last updated: May 2024

Sonova Consumer Hearing USA LLC Version: 3.0

Sonova Consumer Hearing USA LLC (a company incorporated in Delaware referred to as “Sonova Consumer Hearing”, “Sennheiser Consumer Audio”, “we”, "our" or "us"), having its registered office at 750 North Commons Drive Suite 200, Aurora, Illinois 60504, is the party operating the e-commerce website (“Website”), where the products were made available to you for purchase through the Website and delivery to you ("Merchandise", “Products,”). 

By visiting the checkout and placing your order (“Order”) through the Checkout, you confirm that you have read, understood and agreed to the Terms of Sale and the Privacy Notice (together, “General Terms and Conditions”) in their entirety and you agree to be bound by them. If you do not agree to these Terms, please do not order any Merchandise through the Checkout. These Terms define your legal relationship regarding the Checkout, the placement of Orders for purchase of Merchandise and purchase thereof.

Please print or save these Terms for future use as there is no warranty that they will remain accessible in future. This agreement is entered into in the English language, if a non-English language version of these Terms was posted or provided, you agree that the translation is provided for convenience only and that the English language version will govern.


In addition, the purchase and use of Products and Services are also subject to our Privacy Policy. By placing an order, you agree to be bound by these Purchase Terms and our Privacy Policy.

Products, Pricing and Availability

All products listed on this Website are subject to availability at the time of request.

Pre-Orders/Pre-Sale Items

Products listed or advertised as ‘Pre Order’ products will be shipped to the specified ship to address on or after the date of availability indicated in writing. Your chosen method of payment will be charged at the time of pre-order/check out and you reserve the right to cancel the pre-order for a full refund up to one (1) business day prior to “release” date.

Quantity Limits

We reserve the right to impose purchase quantity limits on any Product listed on the Website, at any time and for any reason.

Most sale, promotional or otherwise “marked down” items have a purchase quantity limit of one item per customer. We reserve the right to enforce this quantity limitation across multiple customer accounts or multiple orders.

Bulk Orders

A bulk order, as defined by us, is any order containing two (2) or more of the same product (SKU or variant SKU) or three (3) or more Products in total line-item quantity. Bulk orders are subject to additional restrictions including, but not limited to: Additional review prior to shipment (which may occasionally result in outbound shipment delays), secondary confirmation requirements by the purchasing party, and specific return process requirements, which can be referenced in our ‘Return and Refund’ terms and conditions.

Any product defined by Sonova Consumer Hearing as a “spare part” or “accessory” is excluded from general bulk order provisions, but we reserve the right to remove this exclusion at any time and for any reason.

Pricing and Transactions

Prices displayed do not include applicable local/state taxes, optional express shipping service charges, or other applicable fees.

We regularly audit website content and do our best to ensure that information is accurate, up to date and that pricing is current. However, as our website regularly undergoes maintenance and/or content updates, we cannot affirm that all Product descriptions, pricing, and other related information is fully up to date. In the event of an error related to the pricing of a Product or Service, we reserve the right to – with your written consent – revise your order with the correct pricing, or, if consent is not obtained, cancel the order, and provide you with a refund for the price paid. In this case, any unused express shipping charges will also be refunded.

The transactable purchase price of any Product offered to you on this Website shall be the price displayed on the “Checkout” page, the final step before a transaction is submitted. The pricing displayed at checkout, including all applicable taxes, fees and any shipping charges, will constitute the ‘total’ transaction price you will pay for a given transaction.


To the fullest extent permitted by applicable law, you as the purchaser are responsible for any sales, use, VAT or other governmental taxes, fees, and duties (collectively, "Taxes") due with your purchase and use of Products and Services. Sonova Consumer Hearing collects Taxes if we determine we have a duty to collect Taxes based on the type of Product or Service purchased, date of shipment, and the shipping address provided to us during the checkout process.

Promotions, Voucher/Coupon/Promotional Codes or Limited Offers

A promotion (“promotion,” “sale,” “offer”) may be offered on specific items during specified time periods as defined by Sonova Consumer Hearing.

We want you to feel satisfied with your purchase and the value of your Sennheiser product. For this reason, and at the discretion of Sonova Consumer Hearing, if the SKU of the Product you purchase is subject to a reduction in the advertised price on our website ( only) within 24 hours after the order is placed, you may contact us with a request to adjust the purchase price via partial refund. We will not adjust or refund applicable shipping charges after an order has shipped, and we will adjust taxes as required by state and local jurisdictions.

The use of promotional codes (“discount code,” “coupon code,” “voucher code,” “code”) as a means of reducing a purchase price is subject to all pricing terms and conditions as written.

Such codes must be redeemed online during the checkout process and cannot be redeemed after a purchase is made. We cannot and will not accept or apply promotional codes to a purchase via phone, chat, or email.

Code redemption is limited to one per order and unless otherwise specified, cannot be combined with or ‘stacked’ with other promotional/reduced pricing or other promotional codes.

Certain products or product groups may be excluded from promotional code redemption as defined by Sonova Consumer Hearing. We reserve the right to include or exclude any Product or Product category from promotional code redemption at any time.

Payment Terms

Sonova Consumer Hearing accepts American Express, Apple Pay, Discover, Diner’s Club, JCB, Klarna, Mastercard, PayPal, and Visa as forms of payment in our checkout process. We reserve the right to add, modify, suspend, or eliminate accepted payment methods at any time and without prior notice.

All payments must be made in the currency specified on our website, and any refunds will be provided in that same currency.

Payment Authorization

By placing an order on our Website, you authorize us to charge your selected payment method for the total order amount, including Product price, Taxes, any selected additional services tendered by third-party partners, and any additional shipping fees.

By placing an order, you certify that you are an authorized user of the selected payment method and have sufficient funds or credit to cover the purchase.

Secure Transactions

We use secure and encrypted payment processing systems to protect your financial information. Your payment information will not be stored or shared with third parties, except as required for processing your order.

If a payment is declined by our processor(s), for your security, our Customer Support Team is not permitted to discuss any payment-related terms or disclose payment method information to you via phone, chat, email, or SMS.

Declined or failed transactions resubmitted with the same or similar information may result in temporary suspension of your customer account or IP address.

Order Confirmation

Upon successful payment processing, you will receive an email confirmation with details of your order. Please review your order confirmation and contact our customer support immediately if you identify any discrepancies; Sonova Consumer Hearing is not liable for errors or misinformation related to billing or shipment details entered at checkout.

Declined or Failed Transactions

In the event of a payment failure, we will make reasonable attempts to notify you. Orders with unresolved payment issues may be canceled or delayed until necessary information is received to securely process your order.

Fraud Prevention

Sonova Consumer Hearing adopts a zero-tolerance policy for fraudulent payment or order attempts. We reserve the right – in cooperation with our third-party payment providers or partners – to hold and investigate any order we deem suspicious. If evidence of fraud is substantiated, all evidence will be submitted to the payment processor and necessary authorities.

Disputes and Chargebacks

If you have a dispute regarding a payment, please contact our customer support team promptly to resolve the issue.

Chargebacks and payment disputes initiated without prior communication may result in the suspension of your account; if a chargeback is opened prior to a refund or return request, the refund cannot be provided until the chargeback investigation is completed or the payment processor closes the dispute in favor of either party.

Payment Security

Protect your payment information by ensuring the security of your account login credentials. Where passwords or multi-factor authentication measures are recommended/required, we strongly suggest using a strong password and/or secure credentials. Sonova Consumer Hearing is not responsible for unauthorized use of your payment method due to account compromise.

International Orders

We do not currently accept orders which are shipped to or otherwise billed to entities outside of the United States of America.

Changes to Payment Terms

We reserve the right to update or modify these Purchase Terms at any time. Changes will be effective immediately upon posting on our Website.

By completing a purchase on our website, you acknowledge and agree to these Purchase Terms. If you have any questions or concerns, please contact our customer support team for assistance.

Resale, Remarketing, Redistribution, Lease, or Transfer of Ownership

Products purchased via our Webstore are intended for end users only, and are not eligible nor authorized for resale, remarketing, leasing, or redistribution.

By placing an order, you agree that you do not intend to resell, remarket, lease, or otherwise redistribute Sonova Consumer Hearing products through any medium. Doing so will be considered a material breach of these Purchase Terms and an infringement of the rights of Sonova Consumer Hearing USA LLC and to the degree that any digital assets furnished by Sonova Consumer Hearing USA LLC are reused to resell or remarket the goods, unauthorized use of our intellectual property.

If Sonova Consumer Hearing has reasonable suspicion that you are engaging in the resale, remarketing, leasing or redistribution of our Products without written authorization in the form of an Authorized Dealer Agreement, we reserve the right to cancel any past, current or future orders without warning or prior notice. If an order subject to this suspicion has shipped (status “Shipped”), we reserve the right to request a return to sender by the courier and provide you a refund of the purchase amount and Taxes, less any additional shipping charges.

At our discretion, we reserve the right to pursue legal action against you and/or any registered business affiliated with unauthorized resale, remarketing or redistribution activity.

Transfer of Ownership

You may transfer ownership of your Sonova Consumer Hearing product(s) with the understanding that all warranties and associated purchase protections or paid benefits are non-transferrable and are exclusively for the benefit of the original purchaser.

Shipping and Handling

In today’s online shopping environment, we understand that speed matters. Upon placement of an order, we make every effort upon confirmation of valid payment to ship items out quickly and safely. Most orders are shipped within 1-2 business days.

Ensuring Secure Packaging and Carrier Handover

For your security and the integrity of your order, our headphones and AMBEO Soundbars undergo serial number recording and product weight verifications before being carefully packaged under surveillance. Packaged orders are weighed in a secondary process prior to carrier handover.

Cancelling an Order

Because we intend to serve our customers expediently and deliver within our transit time estimates, accepted order data is quickly transmitted to our warehouse for fulfillment and shipping. As a result, we may not be able to cancel your order prior to shipment but will make every reasonable effort to complete your request.

If we are unable to cancel your order, you may refuse delivery or instruct the courier to return the package to us (‘return to sender’). Refused items are subject to inspection prior to release of refund to the original payment method.

Handling Time

Most authorized orders are packed and shipped within 1 to 2 business days of receipt in our system. If there is a significant change to this handling period estimate, we will provide at least 24 hours of notice via our website, email, or other reasonably visible mediums.

Transit Time

Transit times displayed at checkout are estimates only and are subject to the carrier’s operations. Sonova Consumer Hearing makes reasonable efforts to provide reasonable and up-to-date transit time estimates, however, we cannot be held liable for delays due to factors outside of our control such as elevated demand during peak online shopping periods, extreme weather phenomena, natural disasters or public unrest.

If you must receive your order by a defined date, it is your responsibility to choose a courier service level which most closely aligns with your needs.

Signature Requirements

A signature requirement will be indicated to you by the courier’s tracking page prior to arrival. It is your responsibility to make alternative arrangements with the courier if your delivery is scheduled for a time which you are unavailable to inspect, sign for and accept your order.

In the rare case that your items are damaged or in an otherwise unacceptable condition upon delivery, Sonova Consumer Hearing recommends refusing the delivery. It is your responsibility to inspect your order prior to acceptance/signature provision for any reasonable signs of damage or tampering.

Any signature provided to the courier will be considered receipt of the goods within the order and will constitute the end of liability for the carrier and Sonova Consumer Hearing. Following signature provision, any damaged or defective items accepted on your behalf will be subject to our standard return policy. Sonova Consumer Hearing is not responsible for signatures provided by unauthorized recipients.

Claims of Damage or Loss During Shipment

While rare, we investigate and work with our carrier(s) to address damaged or lost items. Learn more about our policies and how to initiate a claim by navigating here.

Third Party Websites

Sonova Consumer Hearing USA LLC may include links to third party websites or third-party services within our website content. Sonova Consumer Hearing USA LLC does not make any representation nor guarantee as to the quality, accuracy, accuracy or timeliness of information about any third-party website or its content and products.

Our Return Policy

Purchasing directly from Sonova Consumer Hearing should be music to your ears. That’s why we’ve crafted an easy return policy, offering you the options and flexibility to get the most out of your Sennheiser experience. If you aren’t familiar with our return, refund, and credit policy, we’ll break it down for you below.

Opening a return request is easy; simply navigate to our online return portal here to begin the process.

Return and Refund Policy Summary

  • You can return new items to us within 30 days of the date of delivery for a refund of the purchase price of the product.
  • Refunds are processed to your original payment method within 2-7 business days after the product arrives at our authorized return center, following physical receipt and product inspection.
  • Returned items must be in their original condition and include the original packaging, original accessories, and all associated product manuals.
  • We reserve the right to refuse returned products in cases where they are excessively dirty, damaged, missing original parts or accessories, or subject to clear signs of misuse or abuse.
  • All returns are subject to warehouse inspection and serial number matching, which can take up to 3-5 business days after receipt at the warehouse during peak shopping periods.
  • All returns must be indicated as ‘shipped’ from the original shipment area within 7 business days after prepaid label issuance – otherwise, your prepaid label may be voided, and your Return Merchandise Authorization will no longer be valid.
  • All returns must be physically receipted at our authorized return center in the US within 21 business days after prepaid label issuance. Items not receipted by our staff within 21 business days will no longer be considered authorized returns, and the RMA will be considered expired.
  • Bulk order returns consisting of two (2) or more of the same item SKU are not eligible for our consumer returns portal – to open a return for a bulk order, please contact us.

Our Full Return, Refund and Credit Policy

Accepted Return/Return Merchandise Authorization Window

We accept returned merchandise up to 30 days from the receipted date of delivery as noted in our transaction records and tracking information. The time of delivery governing the return window is defined by the carrier’s completed delivery scan of the outbound shipment(s) to your indicated shipping address, or a signature provided to the courier at time of delivery. If there are multiple parcels shipped under the same order, the return window begins when the first parcel has been marked as ‘delivered’ by the shipping courier or where a direct signature is provided.

Returns sent to Sonova Consumer Hearing outside of the 30-day return time fame will not be refunded or provided with any form of credit and will be sent back to you using your own postage. In the rare case that your item is new and is/becomes defective beyond the 30-day return time frame, you may submit a warranty repair or replacement claim here.

Refund Provision

Returns initiated within 30 calendar days from the date of receipt as defined in this policy will allow the option for a full refund of the item’s receipted purchase price, to the original payment method used at checkout. Requests for any other form of refund or reimbursement will be declined. Shipping charges are not refundable for items which are notated as shipped and/or delivered.

Refunds are provided only in the original checkout currency (USD). All items returned to Sonova Consumer Hearing are subject to inspection prior to the release of funds, whether by refund or store credit value. Items returned for full purchase price refunds may be subject to additional inspection.

When a refund is issued to your original payment method, funds may take 2-7 business days to appear as being credited to your account based upon your card or banking institution’s processing practices.

Ineligible Items

Items considered ineligible for return include: Gift cards, headphone ear pads, Soundprotex products, or ear tips (due to hygienic considerations).

Overall Product Condition

When a returned headphone, AMBEO Soundbar, AMBEO Sub or accessory arrives to our warehouse, it must be reasonably clean and free of damage, must be encased in its original packaging and include all original accessories and associated product manuals. We reserve the right to refuse returned products in cases where they are excessively dirty, damaged, missing original parts or accessories, or subject to clear signs of misuse or abuse. We will make every effort to contact you via the information you provide if there are any such circumstances identified with your return, prior to issuing a refund or credit.

Returns of In-Ear or True Wireless Products

In-ear earbuds present a unique hygienic risk and thus, every effort should be made by you as the consumer to inspect and clean any Sonova Consumer Hearing product which has an in-ear wearing style prior to returning it. Excessive biomaterial (e.g., ear wax) on a return may result in a discretionary $10 re-stocking fee for these items, deducted from the refund or issued credit balance.

Returns of ‘Audiophile’ or Soundbar Items

Items such as the AMBEO Soundbar Max, AMBEO Soundbar Plus, AMBEO Soundbar Mini, AMBEO Sub, HD 800 S, HD 820, IE 600, IE 900 and HDV 820 are subject to additional inspection and authenticity verification at the time of arrival. Sonova Consumer Hearing strongly recommends ensuring that your return packaging for these items is secure and robust.

Return Shipping

Nearly all returns are eligible for prepaid return postage and downloadable shipping labels as a courtesy to Sonova Consumer Hearing customers.

Returns must be physically received by staff at 11500 80th Avenue, Pleasant Prairie, WI 53158. Returns sent to unauthorized locations differing from the above address will not be processed. A returned item is considered ‘Delivered’ to our authorized return center when it is accounted for by our trained warehouse return staff, following any applicable inspection process. Carrier delivery scans do not indicate eligibility for a refund or credit prior to inspection and receipt of the products indicated in the Return Merchandise Authorization request.

All returns utilizing our provided postage must be indicated as ‘shipped’ from the original shipment ZIP code within 7 business days of prepaid label issuance – otherwise, your prepaid label will be voided, and your return merchandise authorization will be voided. Similarly, all returns must be delivered to our designated authorized return center in the US within 21 business days of prepaid label issuance. Items which do not arrive within 21 business days will no longer be considered authorized returns.

Though a rare occurrence, Sonova Consumer Hearing reserves the right to change or eliminate couriers from our return process or reject the provision of prepaid postage/labels to any party and for any reason.

Return Fraud

To continue providing a free and easy return policy to our customers, Sonova Consumer Hearing stands by a Zero Tolerance Policy when it comes to return fraud. Learn how we protect our 30-Day Free Return policy and ensure the integrity of our Refurbished Items.


There are certain liabilities that cannot be excluded under applicable law. Nothing in these Terms limits our (or as the case may be the retailer’s) liability for personal injury or death caused by our negligence or our liability for fraud, or for breach of any term implied by applicable consumer rights legislation and which, by applicable law, may not be limited or excluded. You might have certain rights as a consumer, including legal rights relating to faulty product(s). Nothing in these Terms will affect these legal rights.

Subject to this, in no event there will be any liability for any of your business losses. Any liability, if so exists, shall not exceed the purchase price of the relevant Merchandise and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your Order is accepted by us.

Global-e and retailer will not be responsible for any loss or damages incurred by unauthorized use of your payment card on the Checkout, and Global-e and retailer are not responsible for notifying your card issuer or any law enforcement authority in these instances.

You must give Global-e and retailer a reasonable opportunity to remedy any matter for which they are liable before you incur any costs remedying the matter yourself.

It cannot be guaranteed that the Website will be uninterrupted, or error-free and Global-e cannot guarantee that the Checkout will be uninterrupted or error-free. Global-e and retailer are entitled without notice and without liability to suspend the Website or the Checkout for repair, maintenance, improvement, or other technical reason.

To the maximum extent permitted by applicable law, Global-e shall not be held liable, if and in so far as it cannot fulfil its obligations as a result of circumstances beyond its reasonable control and where it could not have taken appropriate steps to avoid such effects including third party telecommunication failures.

Intellectual Property Rights

Any access or use of the Checkout for any reason other than your personal, non-commercial use, is prohibited. You further acknowledge that any other use of the material and content of the Checkout is strictly prohibited and you agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

Unless otherwise stated, the copyright and other intellectual property rights in the content on the Checkout are owned by Global-e or our licensors.

You may print off one copy and may download extracts of any page from this Checkout for non-commercial, personal use.

Governing Law and Disputes

These Terms are governed by the laws of the State of New York, USA, or other applicable laws (such as certain consumer laws in your own country), in case such laws clearly prevail laws of the State of New York, USA.

You agree that any dispute regarding these Terms or any Order will only be dealt with by the courts of New York City, in the State of New York.

You hereby agree to the fullest extent permitted by applicable law, that you irrevocably waive all right to trial by jury as to any issue relating hereto in any action, proceeding, or counterclaim arising out of or relating to these Terms. If you are a resident of the united states, then you hereby agree that notwithstanding anything herein to the contrary, any controversy or claim arising out of or relating to this contract, or the breach thereof, shall be determined by arbitration administered by the International Centre for Dispute Resolution in accordance with its International Arbitration Rules.

You are hereby informed that in the event of a dispute arising out of or relating to these Terms, you may have a right under applicable law to file a complaint with an alternative dispute resolution institute, such as the European Commission, which offers a platform for online dispute resolution (ODR) (For information about alternative dispute resolution which may be of interest, please refer to or such other institution to which you may have a legal right to use under applicable law.


Communications will be made electronically by sending email or otherwise posting electronically. Global-e is committed to render the carry on its business in accordance with its Code of Conduct and Modern Slavery Policy (available here:

If any provision or provisions of these Terms shall be held to be invalid, illegal or unenforceable, that provision shall be enforced to the fullest extent permitted by applicable law, and the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired.

Headings used in these Terms are for information and not binding.

Any failure by either party to exercise or enforce any right or provision of these Terms does not mean this is a “waiver” (i.e. that it cannot be enforced later). If any part of these Terms is ineffective or unenforceable for any reason, then it will be replaced with a provision which as far as possible achieves the same thing and the rest of these Terms shall continue to apply. These Terms may be transferred to a third party, without your consent, but this will not affect your rights or obligations. A person who is not a party to these Terms shall have no rights to enforce any term of these Terms except insofar as expressly stated otherwise.

Global-e and retailer reserve the right to access, read, preserve, and disclose any information obtained in connection with the Order, and your use of the Checkout, as Global-e reasonably believes is necessary to: (i) satisfy any applicable law, regulation, legal process, subpoena or governmental request, (ii) enforce these Terms, including to investigate potential violations of them, (iii) detect, prevent, or otherwise address fraud, security or technical issues, (iv) respond to your support requests, or (v) protect the rights, property or safety of Global-e, the retailer or the public.

The Checkout may contain links to third party websites or services that are not owned or controlled by Global-e. Global-e is not affiliated with, has no control over, and assume no responsibility for the content, privacy policies, or practices of, any third-party websites. You: (i) are solely responsible and liable for your use of and linking to third party websites and any content that you may send or post to a third-party website; and (ii) expressly release Global-e from any and all liability arising from your use of any third-party website. Accordingly, you are encouraged to read the terms and conditions and privacy policy of each third-party website that you may choose to visit.

Global-e and Sonova Consumer Hearing USA, LLC reserve the right to modify these Terms at any time by posting the changes on the Checkout or the Site. Such change will take effect ten (10) days following the posting of the revised Terms, and your use of the Checkout after such changes have been posted means that you agree to be bound by the Terms as modified. However, no such change will affect any Order that you have already placed.

These Terms constitute the entire agreement with respect to the subject matter of the Order. The contract in respect of any Orders is concluded between you and Global-e or our intra-group affiliate acting on behalf of Global-e and may be officially concluded in the English language only, and that no public filing requirements apply.

If you have any questions or complaints about Global-e, these Terms or the Checkout, please contact us at or at our trading address: 200 West 41st Street New York, New York 10036.

Global-e has authorized its affiliate, Global-e US Inc. (a company incorporated in Delaware, USA, having its registered office at 200 West 41st Street New York, New York 10036 to conclude and perform, on behalf of Global-e, parts of the fulfillment and performance of the contract with you for the sale of the Merchandise, if you are making such purchase from the USA or from Canada, including but not limited to, customs clearance.