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Below is only applicable for purchase(s) made via our Online Shop.  All in-clinic purchase(s) must be addressed with the clinic directly.


We undertake to reimburse you for any consumable product delivered to you that is faulty or damaged. If you wish to return a faulty or damaged consumable product, you must notify us via onlineorders[insert at symbol]totalcarehearing.com.au. To be eligible for a return, you must meet the requirements we have set out below:
  1. Within 30 days of purchase. If 30 days have gone by since your purchase (excluding hearing aid and hearing aid accessories ,see below), unfortunately we can’t offer you a refund or exchange.
  2. Your item must be unused and in the same condition that you received it. It must also be in the original packaging – unopened.
  3. Any items missing will void the exchange and refund.
  4. The product and accompanying items must not be damaged.
  5. Return of goods for exchange, including return postage is entirely at your cost and risk if you ordered the incorrect product.
  6. Refunds or exchanges will not occur if you have changed your mind (excluding hearing aid and hearing aid accessories, see below).


We will undertake to refund the original purchase price of hearing aids and hearing aid accessories purchased from our Totalcare Hearing online shop. So long as it is returned in the original packaging, all items are returned, remains undamaged and within 45 days of purchase. Refunds for hearing aids and accessories must meet the requirements we have set out below relating to return of such goods.
  1. Hearing Aids and accessories must be returned to the Totalcare Hearing clinic that undertook your fitting appointment.
  2. Your item must be in the same condition that you received it. It must also be in the original packaging.
  3. The product and accompanying items must not be damaged.
  4. Return of goods for exchange, including return postage is entirely at your cost and risk.
  5. Refund will occur within 21 days of the hearing aid and accessories being returned. Refunds are processed by Active Hearing Pty Ltd, parent company of Totalcare Hearing.
  6. Refund will only occur against the credit card or bank account used to purchase the initial order. If by credit card, the refund is processed via eWay’s security payment gateway. If by bank account, it will be via Active Hearing Pty Ltd’s bank account. NO refunds will be processed as cash, bank transfer to a different BSB/Acc number, cheque or against another credit card.
  7. Hearing aid manufacturers reserves the right not to accept returns or refund if hearing aids or accessories are not in working condition, missing parts and/or damaged. In which case, partial or no refund will be processed. You will be informed of this decision in writing by Totalcare Hearing, with supporting document/content from the manufacturer on why they have rejected the return of the product(s). If this is the case, all relevant product(s) rejected for a refund will be returned to the customer.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 21 days.
If we are unable at the time of return to replace or exchange returned goods, we undertake to reimburse your credit card or original method of payment for the amount originally debited for the purchase.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be included in your refund.
If you are shipping an item over $75, you should consider using a trackable Australia Post shipping service or purchasing shipping insurance. It is not our responsibility or ownership to track items being returned by you. Until we have the package, all responsibility lies with you.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We are dependent on the timeframe specified by the carrier (Toll or Australia Post).


For any enquiries regarding a purchase, refund or exchange for products purchased via our Online Shop, please email onlineorders@totalcarehearing.com.au.


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Clinic Hours

Monday - Friday, 9.00-5.00pm

    Bondi Junction
    (02) 8076 3766
    (02) 8076 3767
    Hunters Hill
    9816 3077
    Neutral Bay
    (02) 8076 9118
    West Pennant Hills
    (02) 8859 8880


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