Refund and Returns Policy | eyeQ B.V.

Return and Warranty Policies

Below you can find information about our Return Policy and Warranty Policy, including what is covered under these policies, how to make a claim, the processes we follow, and what to do in the unfortunate event of Accidental Damage or other cases when the Warranty Policy does not apply.

Communication details

When communicating with our Customer Support Team to claim your rights under our Return and Warranty Policies, make sure to use the original email address that was used when ordering your product, and include in your mail the same full name, date of purchase, the original delivery address including city and country, and evidence of the date of delivery.

Return Policy

We offer a 100-day satisfaction guarantee, so you can try eyeQ risk free.  If you decide that you want to return your eyeQ, then we offer free returns and a full refund within 100 days, starting from the date that your order was delivered. We will transfer the full refund within 14 days from the day we receive your product after assuring it is in a good condition, and inform you via email. Local consumer rights laws and regulations in your region may also apply.

Please get in touch with our Customer Support Team to be informed about the details of the return procedure.

Limited Warranty Policy

eyeQ offers a free, 1-year limited warranty with your purchase, starting from the date that your order was delivered (the “Limited Warranty”). During this time, eyeQ is responsible for any defects related to material or workmanship, as long as the product is used in accordance with our instructions published on our website and shown in our YouTube videos.

The Limited Warranty is a voluntary warranty that provides benefits in addition to, and not instead of, rights provided by applicable consumer protection law. Nothing in this clause shall be construed to exclude, limit or suspend other mandatory rights you may have under applicable local law. You have the right to choose whether to claim service under the Limited Warranty or under applicable consumer protection law rights. The terms and conditions for the Limited Warranty does not apply to claims made under applicable consumer protection law.

Our 1-year limited warranty protects you against defects. If you experience any faults or quality issues related to the manufacture of your device, you have the right to return it for a free replacement.

What’s covered by our 1-year limited warranty

eyeQ BV, Singelstraat 26, The Netherlands (“eyeQ”) warrants that all our products are free from material and workmanship defects under normal use in accordance with our published user instructions and safety information.

In case you experience any problems while using your eyeQ, consult our website including the FAQs and our YouTube videos for instructions. 

What’s not covered by our 1-year limited warranty

Our Warranty Policy is limited to defects and issues within our control as a company and manufacturer. Our warranty does not cover Products that have:

(i) been subject to damage caused by accident, abuse, misuse, fire, liquid contact, earthquake or other external causes, 

(ii) been maltreated or used in a manner not compatible with the instructions on our website and in our videos or reasonable normal care, 

(iii) defects caused by wear and tear,

(iv) cosmetic damage, including but not limited to scratches, unless the damage prevents ordinary use of the product,

(v) been modified, altered or adapted without the prior written consent of eyeQ, 

(vi) been used with third party equipment and/or software to the extent the problem is attributable to such use, 

(vii) limited internet accessibility or other software issues due to restrictions in the region where the Product is used, 

(viii) had the serial number removed or defaced from the Product, or

(ix) damages or defects that are caused by a repair performed by an unauthorized third party. 

eyeQ reserves the right to reject any warranty claim from claimants failing to provide valid proof of original purchase from eyeQ.

When must a warranty claim be made

Warranty claims must be made no later than one year from the date that your order was delivered.

Making a warranty claim

Please get in touch with our customer support team to submit your claim.

How we will handle a warranty claim

Upon receipt of a warranty claim, eyeQ may request supporting evidence and circumstantial information for determining whether the defect is covered by the limited warranty.

If the defect is covered by the Limited Warranty, eyeQ may offer either a repair or a replacement, depending on the nature of the defect and other relevant circumstances. The repair or replacement will happen at no cost to the customer. Refurbished Products may be used as replacements. 

Repairs will be performed in a competent manner and all parts used to repair or replace your product will be free from defects in materials and workmanship for a period of 100 days from the day the product is delivered.

eyeQ may also decide to offer a partial or full refund for the defective product.

Outside warranty / accidental damage

If your eyeQ is no longer covered by our Limited Warranty Policy, or if it gets damaged accidentally, you can use our trade-in program to get a refurbished eyeQ at a reduced price.
Please get in touch with our Customer Support Team to discuss this matter, and we will make sure to find a practical and reasonable solution.

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