FAQs

- The packaging of B-Stock products sold might have minor imperfections (dents, marks, damaged box, broken seal), but the products are brand new and original.

- No exchanges or refunds for B-Stock products sold.

- Standard Sennheiser warranty still applies.

No, there is no minimum order on our site.

If your order is successfully processed, you will receive a confirmation email. Be sure to check your junk/spam folders and add us to your whitelist so that you do not miss out any important emails concerning your order.

Alternatively, log in to your account on our store to check your order history.

Yes. However, there may be certain online exclusive items or promotions which will not be available at the Sennheiser Brand Store.

Yes, you will. However, due to discrepancies in photography and device resolution, please note that pictures on the site may not be true to colour. Our products may also ship with different components than those stated or pictured.

If you have received an item that you did not order, please contact us at chb-sg-online@sonova.com.

Under what conditions is/are the product(s) returnable:
- The product must be in mint condition - unopened, unworned and in the original product box.
- Within 7 days from the scheduled delivery date.
- Able to produce the proof of purchase (order number and receipt).

Under what conditions is/are the product(s) non-returnable:
- Due to hygiene reasons: Bluetooth earphones, wireless earbuds, headphones, headsets cannot be returned unless they are in the original product box, unopened and not damaged within 7 days from the scheduled delivery date.

Creating an account is simple. You can click on the 'Sign In/Register' tab to set up an account or create one upon checkout. With an account, you will be able to check on your order details, history, and also receive special rewards or promotions from Sennheiser.

Shopping with us at Sennheiser is very easy. Simply follow these steps:

- View the products you are interested in
- Click on the product image to zoom in and see every detail, specifications, reviews and price
- Select an item and add it to your basket. You can then choose to continue shopping or proceed to checkout
- Choose a delivery date and timeslot
- Select a payment method
- Complete your order
- You will receive an email notification confirming your order

Once your order is submitted, we will send you an order confirmation email with:

Your order number
Items ordered
Amount paid
Customer information

Do send us an email over at chb-sg-online@sonova.com if any information is incorrect.

If an item is out of stock, we will try to restock it as soon as possible.

We accept electronic payment by all major debit and credit cards (MasterCard, Visa, American Express, Diners, etc) and PayPal.

Alternatively, you could pay through Hoolah.
It enables you to buy now, pay later - 3 installments with 0% interest.
For more information on how Hoolah works, visit Hoolah’s website:
https://www.hoolah.co/

It is completely safe to use your credit card on our site. All data are transmitted via encryption. For payments with credit and debit cards, you are required to enter the CVV (Card Verification Value), a code printed on the back of your care that serves as a security measure during electronic commerce transactions.

To use a voucher code, simply follow the following steps:

Go to Checkout by clicking on 'View Cart'
Select a delivery timing and click on 'Checkout'
Fill in all required information
In the Discount section, key in your voucher code and click on 'Apply'
Only one voucher code can be used per order. If you have more than one voucher, you may use them for your next purchase!

Voucher codes are non-refundable and non-exchangeable for cash. No replacement vouchers will be issued for refunded items which have been paid for with vouchers.

If you are unable to use a voucher code, please contact us at chb-sg-online@sonova.com.

1. You need to sign up as a Sennheiser Insider with a verified e-mail address to receive the welcome code.
2. Promo code is only valid on sg.sennheiser-hearing.com
3. Promo code is only valid for Sennheiser Insider and applicable on their first order.
4. Promo code applies for everything except promotional items and capped at a value of $50.
5. Sennheiser Singapore reserves the right to change the promotion at their own discretion.

You may check the status of your order in your account. An SMS with your delivery details will be sent to your registered mobile number on the date of the scheduled delivery.

For order tracking, please visit https://dp.urbanfox.asia/p/public/tracking and input your order number. You may also contact our delivery partner, Urbanfox, directly at 6476 7472.

Deliveries are made on Mondays to Fridays.

Orders placed before 12pm on weekdays will be processed the same day.
Orders made after 12pm on Friday and during weekends will be processed the following Monday.

Orders made on public holidays will be processed the next working day.

After processing, all orders will be packed and dispatched in 2-3 business days.

Free delivery for all orders.

Occasionally, severe weather conditions such as heavy rain can cause delays due to traffic or concern for the safety of our delivery agents. If this happens, we promise to keep you informed and ensure that your order reaches you as soon as possible.

Alternatively, you could contact our delivery partner, Urbanfox, at 6476 7472 to track your delivery.

If your delivery is scheduled for the next delivery date, we are not able to amend your delivery time. For all other time slots, kindly contact us at chb-sg-online@sonova.com to amend your time slot.

Alternatively, you can contact our delivery partner, Urbanfox at 6476 7472 and provide them with your order no. to reschedule your delivery.

Please ensure that someone is available to sign for the delivered package. If our delivery agents are unable to successfully deliver your package, they will be in touch to assist with the rescheduling of your delivery.

If you missed delivery and did not receive any notification from our delivery agents within 24 hours, please contact us at chb-sg-online@sonova.com for assistance.

Sennheiser aims to deliver to as many locations as we can. However, due to restrictions and limitations, we reserve the right not to deliver to areas that are remote or requires a security clearance, safety briefing or donning of safety gears.

An example of remote/restricted areas include, but are not limited to:
- Alps Avenue
- Changi and Seletar Airports
- Changi Cargo Complex/Ferry Terminal
- Airport link
- Jurong Island
- Lim Chu Kang
- MID Bases
- Off-shore Islands (Including Sentosa, Pulau Ubin, etc)
- Senoko
- Sembawang Park
- Singapore Prison Quarters
- Tanah Merah Ferry Terminal
- Tuas View Extension

On a case by case basis, we may accept delivery to such locations at an additional surcharge. You will still be able to enter your preferred delivery address upon checkout and successfully place your order.

Upon receipt of your order, our customer service team will be in touch with a quote on the delivery surcharge. All surcharges are to be paid by the customer in cash upon receipt of your package.

Sennheiser Online Singapore currently delivers within Singapore only.

Self pick-up not available.

No order cancellation will be accepted once payment has been processed. Should you decide to return the products due to a wrong model purchased, you may refer to our return policy below.

At Sennheiser, we value our customer relationships. Hence, we are offering a 7-day money-back satisfaction guarantee Return Policy on all unopened products.

Under what conditions is/are the product(s) returnable:
- The product must be in mint condition - unopened, unworned and in the original product box.
- Within 7 days from the scheduled delivery date.
- Able to produce the proof of purchase (order number and receipt).

Under what conditions is/are the product(s) non-returnable:
- Due to hygiene reasons: Bluetooth earphones, wireless earbuds, headphones, headsets cannot be returned unless they are in the original product box, unopened and not damaged within 7 days from the scheduled delivery date.

Returns will be dealt with on a case-by-case basis. Please contact our Customer Service Team at chb-sg-online@sonova.com for more information.

We will only accept returns of items that are in the original product box, unopened and not damaged within 7 days from the scheduled delivery date.

Postage costs for the returns are to be borne by the customer.

The return will only be refunded once the item has been received by the Sennheiser Online Singapore Team.

Once your return has been approved, you will receive a confirmation email.

All refunds will be credited into the same mode of payment that was made in the original purchase.

All of our products have gone through quality manufacturing and rigorous testing to ensure they are in perfect condition.

In the rare event of receiving a faulty item, please select your product in our Helpcenter at https://spares.sennheiser-hearing.com/

Original Sennheiser products purchased through our authorized channels are covered by a 24-month international warranty. More information about our standard service and warranty policies can be found at https://www.sennheiser-hearing.com/en-SG/warranty-conditions/.

If you would like to get in touch with a member of the Sennheiser Customer Service Team, you are welcome to reach out to us at chb-sg-online@sonova.com.

Our friendly customer service officers will attend to your query as soon as they can.

Monday - Friday: 9:00am - 6:00pm
Weekends & Public holidays: Closed