Warranty and Return Policy
Last Updated: Jan 08, 2024
Thank you for shopping with Orka. We’re delighted that you enjoy purchasing the innovative products we passionately create. Through our online store, we strive to ensure a rewarding experience when exploring, purchasing, and evaluating our products. By making a purchase, you’re agreeing to this Warranty and Return Policy along with Orka’s Privacy Policy and Terms of Service.
Orka retains the right to modify this Warranty and Return Policy at its sole discretion, with or without prior notice to you. It is your responsibility to periodically review and remain informed of any changes.
Warranty Period and Covered Services
At the time of original purchase, Orka provides an original warranty on all hearing aids and charging cases. Orka Two includes a 3-year original limited warranty. The original warranty covers unlimited repairs and one-time loss/damage coverage per set. The Orka warranty begins on the date that the date shown as delivered by the courier.
This limited warranty covers material and workmanship defects for Orka products, including the hearing aids, internal components, and charging case within the limited warranty period. At Orka's discretion, hearing aids and charging cases may be replaced with new products, products made from new or repairable used parts, or repaired with new or refurbished replacement parts.
1.1 Replacement of a product
During the warranty period
At no cost to our customers, Orka may inspect the hearing aids and/or charging case and replace the in-warranty set with a new or refurbished set at Orka's sole discretion. If the original warranty period has more than 90 days remaining upon receiving your replacement, the original 3-year warranty period remains in effect for the replacement device through its expiration.
If there are less than 90 days remaining in the original warranty after receiving a replacement, Orka will provide a 90-day warranty for the replaced device, beginning on the date the courier records the replacement as delivered.
Out of warranty
Orka may inspect the hearing aids and/or charging case and replace the out-warranty set with a new or refurbished set, at Orka's sole discretion, in accordance with the fee schedule below.
Orka will provide a 1-year warranty on the replaced device purchased, beginning on the date that the replacement device was received by the customer.
Orka Out of Warranty Replacement Fees
| Component | Fee | Warranty |
|---|---|---|
| Single Hearing Aid (Right or Left) | $200 | 90 Days or the remainder of the original warranty, whichever is longer |
| Charging Case | $160 | 90 Days or the remainder of the original warranty, whichever is longer |
| Receiver | $85 | 90 Days or the remainder of the original warranty, whichever is longer |
1.2 Exclusions from warranty coverage
The following exclusions apply to the warranty coverage provided by Orka:
- Devices purchased from unauthorized third-party distributors (such as eBay) are not covered by this or any other warranty that Orka provides.
- Damage caused by improper handling or care, exposure to chemicals, immersion in water, or undue stress.
- Normal wear and tear.
- Cosmetic damage, including but not limited to scratches, dents, and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship.
- Defects or damage caused by misuse, accident (including without limitation collision, fire, flood, earthquake, and the spillage of food or liquid), neglect, abuse, alteration, unusual stress, modification, improper or unauthorized repair, installation, wiring, or testing, improper storage, use with unsuitable devices, software, or services.
- Use not in accordance with the technical specification of the product.
- Damage caused by a third party or non-authorized service centers is excluded from this repair policy.
- Commercial use or resale.
- Features or performance parameters pertaining to any software or services beyond the product's normal use function substantially in accordance with Orka's technical specifications or accompanying product documentation.
- A product that is returned with removed, damaged, or tampered labels (including serial number of product) or any alterations (including the unauthorized removal of any component or external cover).
- Any other circumstances Orka deems appropriate from time to time, at its reasonable discretion.
1.3 Replacement for loss and damage
During the original warranty period, Orka will replace the hearing aid system (ie. two hearing aids and one charging case) ONCE only for loss or damage not related to normal use. Orka will replace the lost or damaged hearing aid system in accordance with the fee table below.
Orka Loss & Damage Fees
| Component | Fee | Warranty |
|---|---|---|
| Single Hearing Aid (Right or Left) | $150 | 90 Days or the remainder of the original warranty, whichever is longer |
| Charging Case | $130 | 90 Days or the remainder of the original warranty, whichever is longer |
| Receiver | $60 | 90 Days or the remainder of the original warranty, whichever is longer |
Orka also reserves the right to inspect the hearing aids, charging case, and original proof of purchase (order) to determine if replacement for loss and damage is applicable.
For any loss and damage claim, the warranty remains in effect on the lost or damaged set from the date that the original hearing aid system was received by the customer.
Replacement procedure
When a replacement device is provided to a customer, Orka will also provide a prepaid return label so that the original device may be returned for inspection and analysis by the Orka product team. Customers are responsible for returning the original device within 30 days of receiving the prepaid return label.
Orka may request that you send back any malfunctioning or damaged device before we dispatch a replacement. Please ensure the right device is being returned to Orka. In cases where Orka provides a replacement device upfront, and the faulty or damaged device is not returned within the given timeframe communicated through our emails, you hereby authorise Orka to charge for the full cost of the replacement through your original payment method.
Standard Return
In the event that Orka isn't the right hearing solution for you
Just let us know within your 45-day trial period. Please contact Customer Support at support@hiorka.com or simply give us a call at 1(800) 653-6022 and a Customer Support Advisor will help you with your return request. Within a few days of receiving your return request, a member of our return team may reach out to you to conduct a "return interview" to assess if we missed providing you with a solution that could address your reason for requesting a return.
If you do need to return your devices
If you are not satisfied with your Orka hearing aid system or any purchased, unopened accessory; you have the option of returning the device within forty-five (45) days after delivery. As long as the device or accessory is in its original condition (unopened, in the case of an accessory) and has not been damaged, lost, or modified (including repaired without our prior written consent) in any way, we will credit back the purchase price to the account used at the time of purchase, less any expedited shipping if any. Orka reserves the right to deny or reject your return if after inspection of the device, and in its reasonable opinion, the device is no longer in its original condition. In such cases, the device will be returned to the shipping address designated on your purchase order
The return team will verify your account and payment information prior to generating a return authorization for you to ship back your devices. When your return authorization is created, you will receive a prepaid return label to send back your devices. Once we process your return request and send you a return label, you will have 30 days to send your devices back to us to be eligible for a refund. Please note that you MUST use the return label to return your Orka device. Failure to use the return label provided by us may result in a significant delay or rejection of your return request. Orka is not responsible for any loss or damage as a result of returning items without using the return label provided by us.
Failure to send your device back to us within 30 days of receiving your return label will result in the cancellation of your return request and the expiration of your return label. If the return request is cancelled, you must contact Orka to initiate a new return request within the remaining 45-day trial period.
If the device returned to us is lost or damaged in any way, you will not receive a refund.
Refunds will be processed and paid within 7-10 business days of receipt of the product. We offer no refunds on any products designated on this site as Non-Returnable.
