Please contact AB Customer Service and a representative will help you find out which part of your system is not working properly. If the broken part is under warranty, the customer service representative will process a Return Materials Authorization (RMA).

Call AB Customer Service for a return authorization number. When you receive the replacement product, you will also receive a postage-paid envelope. Please place the malfunctioning product in the envelope and mail.

Contact the Advanced Bionics office in your region for more information. A customer service representative will look up your name in our database and let you know whether your equipment is under warranty. You may also review our standard warranty for products.

Please contact the Advanced Bionics office in your region. A customer service representative will verify if the product is no longer under warranty and discuss your options.

Shipping times and methods vary by region. Please contact the Advanced Bionics office in your region for more information.

Please contact the Advanced Bionics office in your region to discuss your options.

They should be recycled as appropriate in your region.

All couriers require lithium batteries to be shipped ground only

If you do not have the identification card that was provided when you first received your cochlear implant, a replacement can be ordered by contacting Advanced Bionics Customer Service.

If the accessory product is unused, unopened, and within 90 days of the date of purchase, AB will exchange the accessory product for the same product or a similar product at the same price. Advanced Bionics does not charge a restocking fee for exchanges or returns of CI accessories.

AB will refund an accessory purchase (not including shipping costs) if the product is unused, unopened, and within 90 days of the date of purchase.

Unfortunately, Advanced Bionics cannot exchange or refund any accessory product that is opened, used or outside of the 90-day return policy.

Standard accessory products from an initial kit or upgrade kit are not exchangeable and cannot be returned to Advanced Bionics for a refund.

Not finding the answer you’re looking for here? Ask us!

Call AB Directly: 1800 HEAR AB (1800 4327 22)

Email: CustomerService.AU@AdvancedBionics.com

AB’s hours of operation are Monday through Friday, 9:00 a.m. to 5:00 p.m., AET.

Questions? We're Here To Help.

Cochlear Implant FAQs About Service & Support

Have a question about your AB CI? The answer may be here.

1. Do I use the same Customer Service contact information for technical support?

2. How do I place an order for AB products?

3. Can I place an order online?

4. A part of my AB cochlear implant system is not functioning properly, what should I do?

5. How do I return a malfunctioning product back to Advanced Bionics?

6. How do I know if my equipment is under warranty?

7. What should I do if a piece of equipment of my AB cochlear implant system is malfunctioning and no longer under warranty?

8. When will I receive my replacement product, and how will it be shipped?

9. What should I do if I lose or accidentally damage my AB sound processor?

10. Can I throw old rechargeable batteries for my AB sound processor away, or do I have to recycle them?

11. Why are batteries shipped ground?

12. How can I get a Patient Emergency Identification Card?

13. What’s the AB Refund and Exchange Policy?