30-Day Return Policy

(Applicable only to ORICLE HEARING AID U.S. orders)

NEW PROCESS:

Initial step: Troubleshoot or attempt to save an order so they don’t have to return whenever possible.

Here’s what’s new:

  • We will now send customers the Return Portal Link for refund requests.

How the process works

After completing troubleshooting and offering the BTE option, if the customer still insists on returning the product for a refund, simply send the Return Portal Link.

  • No need to send the return address
  • No need to process the refund manually
  • Use the macro OHA Return Portal Link and you’re done

Tagging

  • Please ensure tickets are tagged as follows:
  • Complaint > Order_Quality > Reason

The Resolution Detail must be manually updated from Resolved with Reply to Return Portal Link Shared until the tagging sheet is officially updated.

Important reminder

  • This process also applies to BOT-handled tickets escalated to CSR that qualify for return / refund.

Scope

  • This update currently applies to OHA U.S. orders only.
  • This process also applies to calls and chats.

Macro: OHA Return Portal Link

Return (Within 30 Days):

Macros: OHA Return Portal Link

Hello Customer first name,

Thank you for following up. We understand that you would like to proceed with a return. Let’s ensure your return process is smooth and easy.

To finalize the details of your return, you can visit our Return Portal here:

Complete Your Return

The portal will guide you through the returns process and will generate a return shipping label that you can print for easy shipping.

Please note that your return package must be shipped within 7 days of the return label creation date. Returns sent after this 7-day period will be rejected and will not be eligible for a refund. Return processing fees will be deducted from the amount refunded. You will not be refunded the cost to ship the products to you.

All returns must be processed through our Return Portal. Returns sent back without using the portal unfortunately cannot be accepted. Completing your return through the portal allows us to properly track your package and ensures your refund is issued accurately and as quickly as possible.

If you have any questions about the return options or need any assistance, please don't hesitate to reach out!

Best,

Mary Hudson, Customer Service Representative

Oricle Hearing

Return Policy Outside the 30-Day Window

The Policy: All brands

  • No full refunds for orders over 30 days
  • 50% one-time courtesy refund = only if the customer has a really valid reason for missing the deadline

Examples: customer was hospitalized, return is being handled by family for a deceased customer

Even if they threaten chargebacks, we still stand firm on the policy

What matters most is when the customer FIRST contacted us about the return

Special Timing Exceptions (Important!)

We can honor a full refund if:

  • The customer reached out before the 30-day window ended
  • But due to back-and-forth or refund pushback flow, they ended up a couple of days late.

In these cases, use judgment and honor the full refund.

Customer Communication: Call/Chat Spiels

Short explanation (first response):

“Thanks for reaching out. I’ve checked your order and it’s past our 30-day return window. Since the return period has ended, the order is no longer eligible for a return or full refund, as outlined in our return policy on our website.”

Polite rebuttal if they push back:

“I completely understand, and I’m sorry this is frustrating. Our policy is clearly stated and enforced by our system, so we aren’t able to offer a full refund. However, I’d be happy to set you up with a free online consultation to help you get the device working better.”

Polite rebuttal if they threaten legal action / chargeback:

“I understand your frustration, and I’m sorry this situation is upsetting. Our return policy is clearly outlined on our website and enforced by our system, so we cannot offer a full refund outside the 30-day window. I’m happy to assist with the options available, such as a free online consultation to help improve your experience. ”

Alternative for Orders Beyond 30 Days

  • Always offer a free consultation with an audiologist for OHA International orders first to help the customer use the device more effectively.
  • Only consider the 50% one-time courtesy refund if the customer has a valid reason for missing the deadline and asks for it.

For full details, email templates, possible spiel rebuttals, and call flow, check the doc here:

Return Policy Reference & Resources

Return (Beyond 30 Days):

Macros: OHA - Return (Beyond 30 Days)

Hi Customer first name,

Thank you for getting in touch with us regarding your desire to return a product from your recent purchase.

We understand that sometimes, it takes time to decide whether a product meets your expectations. However, as per our return policy, we can only accept returns for products within 30 days from the date of delivery. Since your request falls outside this period, we regret to inform you that we're unable to authorize a return or exchange for your item(s).

For further details on our return policy, you can refer to our website: https://www.oriclehearing.com/hear/return-policy.php

Other Refund Reminders:

      • All OHA requests for refund (except international orders) shall go through the Redo Refund Portal.

To align everyone, this is our updated process flow:

Remember, we will no longer offer refunds ourselves, instead, we let them go to the portal so they can choose what they want (Refund, Exchange, Store Credit).

Manual refunds and returns are only applicable for OHA International orders.

OLD PROCESS:

  • Eligible items: Unused and unopened products within 30 days of delivery.
  • Return fee: $8.95 processing fee applies.
  • Return process: Customers must contact customer service for an RMA number and the Return Shipping Address before returning the item. This RMA number should be written clearly on the package they are returning
  • Intentionally Declined Packages: Marked as "Return to Sender", will not be processed or refunded. We can offer reshipment at our discretion. Ask the manager on duty for an approval.

*if the reason is insufficient or incorrect address, proceed with sending Macro: General - Returned Order (Insufficient Address)

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