Warranty
Policy

This Warranty Policy should be read together with the documents below. It governs warranty and conformity claims for eligible NURIOX hardware. It does not govern returns made only because a customer changed their mind.

This Warranty Policy is provided by QVEDO spletne storitve, d.o.o. (“QVEDO”, “NURIOX”, “we”, “us” or “our”), a company registered in Slovenia.

Where QVEDO is the seller of the Product, consumers may also have mandatory legal rights directly against QVEDO. Where a Product was purchased from an authorised third-party seller, the purchaser’s statutory rights are generally exercised against that seller, while any separate NURIOX limited warranty applies only on the terms stated in this Policy.

This Policy applies to new NURIOX-branded smart glasses and accessories sold directly by QVEDO or by an authorised NURIOX seller (collectively, the “Product”).

This Policy does not apply to used, refurbished, demonstration, prototype or replacement-only products unless the product page, order confirmation or a separate written agreement expressly states otherwise.

This Policy does not exclude, restrict or replace rights that cannot lawfully be excluded under applicable consumer law.

For consumer purchases in the European Union and European Economic Area, the seller is responsible for a lack of conformity that exists at delivery and becomes apparent during the period required by applicable law, which is generally at least two years from delivery. National law may provide longer or additional protection.

Mandatory remedies may include repair or replacement free of charge and, where the legal conditions are met, a price reduction or termination of the sales contract and refund.

Unless a longer period is required by mandatory law or expressly stated in the order confirmation, QVEDO provides the following limited hardware warranty from the date the Product is delivered:

• Consumer purchases in the EU/EEA: the mandatory legal conformity period required by applicable law, generally at least two years.
• Consumer purchases outside the EU/EEA: twelve months.
• Business, professional and organisational purchases: twelve months, unless a separate written sales agreement states otherwise.
• Included and separately purchased accessories: twelve months, unless mandatory law requires a longer period.

The period is calculated from documented delivery. A replacement or repair does not restart the period unless mandatory law requires otherwise.

Warranty service is available only for genuine Products purchased from QVEDO or an authorised NURIOX seller and supported by valid proof of purchase.

Products obtained from an unauthorised source, grey-market seller, auction, liquidation sale, private resale or other channel that QVEDO cannot verify may be refused warranty service to the extent permitted by law.

During the applicable period, the warranty covers defects in materials, manufacturing and assembly that cause the Product to fail to perform substantially in accordance with its documented hardware functionality under normal and intended use.

Covered defects may include a verified failure of the frame electronics, display module, charging system, buttons, microphones, speakers, wireless hardware or included charging accessory, provided the failure was not caused by an excluded event.

To the maximum extent permitted by law, the warranty does not cover:

• Normal wear and tear, gradual cosmetic deterioration or changes that do not materially affect intended operation.
• Accidental damage, dropping, impact, crushing, bending, puncture, fire, theft, loss, misplacement or deliberate damage.
• Liquid, rain, sweat, condensation, humidity, dust, sand, chemicals, extreme temperatures or environmental exposure beyond the Product’s published rating.
• Improper storage, cleaning, charging, transport, installation or maintenance.
• Use with an incorrect power source, unsupported charger, damaged cable, power surge or unstable electrical supply.
• Damage caused by unauthorised opening, modification, repair, parts replacement, firmware alteration or removal of an external cover.
• Use contrary to product instructions, warnings or documented compatibility requirements.
• Damage caused by third-party accessories, prescription lenses, adapters, applications, services, cables or components not supplied or approved by QVEDO.
• Malware, unauthorised software, jailbroken devices, unsupported operating systems or attempts to bypass technical protections.
• Signal interference, mobile network limitations, Bluetooth congestion, internet outages or third-party service unavailability.
• Removed, altered, damaged or unreadable serial numbers, compliance labels or tamper indicators, except where such condition is unrelated to the claimed defect or local law prohibits refusal.

Lens scratches, coating wear, discolouration, minor finish variations, fit preferences and other cosmetic issues arising after delivery are not covered unless they result from a manufacturing defect.

Damage caused by fitting, removing or adjusting prescription lenses by an unauthorised optician or other third party is not covered. A defect or visible damage present at delivery should be reported promptly with photographs so that we can assess it efficiently. A prompt-reporting request does not remove any mandatory legal right.

Rechargeable batteries naturally lose capacity through use, age, charging patterns and storage conditions. Normal battery capacity reduction is not a defect.

The warranty covers a battery only where testing confirms an abnormal manufacturing failure, such as inability to charge or operate, and the failure was not caused by misuse, liquid exposure, excessive heat, improper charging or normal degradation.

Consumable or replaceable items are covered only for manufacturing defects present at delivery unless mandatory law provides otherwise.

This hardware warranty does not guarantee uninterrupted operation of the NURIOX application, speech-to-text services, AI providers, translations, cloud services, languages, accounts or internet-based functionality.

Software, application and online-service issues are governed by the NURIOX Terms of Service and applicable law. QVEDO may provide a software or firmware update as part of troubleshooting or as a remedy where appropriate.

Nothing in this section limits an obligation to provide updates required for goods with digital elements under applicable mandatory law.

The Product requires compatible hardware, software, Bluetooth and, for some features, internet access. Published compatibility information applies at the time of sale.

The warranty does not promise compatibility with every phone, future operating-system version, network, country, language or third-party service. QVEDO is not responsible for a failure caused solely by an unsupported device or a third party changing or discontinuing its technology.

The purchaser and user must follow all instructions concerning charging, cleaning, storage, environmental limits, safe handling and software updates.

The Product must not be used as protective eyewear, emergency equipment, medical equipment or a safety-critical device unless QVEDO expressly identifies and certifies that specific use in writing.

A claim must include proof of purchase showing the seller, order or invoice number, product, purchase or delivery date and purchaser. We may also request the serial number and photographs of the Product.

If proof is unavailable, QVEDO may use its own order records or manufacturing information to estimate eligibility, but may refuse a voluntary commercial-warranty claim where the purchase and warranty period cannot be verified, subject to mandatory law.

Contact support@nuriox.com before returning any Product. Describe the issue and provide the information reasonably requested for diagnosis.

A claim should be made within the applicable warranty period and without unreasonable delay after the issue is discovered.

• Your full name, country and contact email.
• Order or invoice number and proof of purchase.
• Product model and serial number.
• A clear description of the issue and when it began.
• Photographs, video, diagnostic information or screenshots where relevant.
• Troubleshooting steps already completed.

Before authorising a return, QVEDO may require reasonable troubleshooting, such as charging the Product, checking compatibility, updating software or firmware, restarting, resetting, re-pairing or providing diagnostic information.

Failure to complete reasonable diagnostic steps may delay assessment. QVEDO may decline to issue a return authorisation until sufficient information is available, except where doing so would conflict with mandatory law.

Do not send a Product without written return authorisation and shipping instructions. Unauthorised returns may be refused or returned at the sender’s cost where permitted by law.

Return only the Product and accessories specifically requested. Remove personal accessories, prescription lenses and items not included in the authorisation unless instructed otherwise.

The sender is responsible for using suitable protective packaging. Damage caused by inadequate return packaging is not covered.

For a valid consumer conformity claim, QVEDO will bear the costs required by applicable law.

For voluntary commercial-warranty claims outside mandatory consumer protection, QVEDO may provide a prepaid label, reimburse reasonable approved shipping, or require the claimant to pay inbound shipping. QVEDO will normally pay return shipping after a covered repair or replacement.

A customer who requests service outside the original country or region of delivery may be responsible for customs declarations, import duties, taxes, brokerage and additional transport costs, except where applicable law requires otherwise.

Returned Products may be inspected by QVEDO, the manufacturing partner or an authorised service provider.

If no covered defect is found, the issue cannot be reproduced, or the damage falls within an exclusion, QVEDO may return the Product unrepaired. Where legally permitted and disclosed in advance, QVEDO may charge reasonable diagnostic, handling, storage and shipping costs after obtaining the customer’s agreement.

Subject to mandatory consumer law, QVEDO may choose to:

• Repair the Product.
• Replace the Product with a new, refurbished or remanufactured product.
• Provide a functionally equivalent model where the original model is unavailable.
• Provide a software or firmware correction where that resolves the covered issue.
• Refund all or part of the purchase price where repair or replacement is unavailable, disproportionate or has not resolved the issue.

Where mandatory law gives the consumer a right to select a remedy, QVEDO will respect that right. No advance replacement is provided unless QVEDO expressly agrees in writing.

Replacement products or parts may be new, refurbished or remanufactured and may contain serviceable components. They will be substantially equivalent in function to the original Product.

An exact colour, cosmetic finish, packaging or accessory configuration may not be available. Where legally permitted, QVEDO may provide the closest functionally equivalent option.

Replaced parts and Products become QVEDO’s property where permitted by law and may not be returned.

Unless mandatory law requires more, a repaired or replacement Product is covered for the remainder of the original applicable period or ninety days after return to the customer, whichever is longer.

The applicable period may be suspended or extended for the time the Product is held for warranty service where required by law.

Before returning the Product, back up any information you need, unpair it from devices and accounts, remove personal information where possible, and restore factory settings if instructed.

Warranty service may require reset, firmware installation or replacement and may erase data or settings. QVEDO does not guarantee preservation of data and is not responsible for data loss except to the extent caused by a failure to use legally required care.

Diagnostic information is processed in accordance with the NURIOX Privacy Policy.

Stop using and charging the Product immediately if it becomes unusually hot, emits smoke or odour, shows battery swelling, has exposed wiring, is physically deformed, or appears unsafe.

Move the Product away from flammable materials where safe to do so and contact support@nuriox.com. Do not mail a swollen, leaking or damaged lithium-battery product until QVEDO provides compliant transport instructions.

Unless a separate written agreement states otherwise, Products purchased primarily for business, professional, government or organisational use receive a twelve-month limited warranty.

For business purchasers, and to the maximum extent permitted by law, repair, replacement or refund under this Policy is the exclusive warranty remedy. QVEDO is not responsible under the warranty for downtime, replacement staff, lost contracts, lost profits, loss of business data or other indirect business losses.

The individual NURIOX user account remains personal even where the employer or organisation owns the hardware.

If a Product is ready for return or collection and the customer does not respond, QVEDO may charge reasonable storage and return costs where permitted.

After at least two notices and sixty days without collection, payment or shipping instructions, QVEDO may treat the Product as abandoned and recycle, dispose of or otherwise handle it as permitted by applicable law.

To the maximum extent permitted by law, this Policy provides the remedies stated above and does not create a guarantee that the Product or connected services will operate without interruption or error.

QVEDO does not exclude or limit liability where such exclusion is prohibited, including liability for death or personal injury caused by negligence, fraud, wilful misconduct, mandatory product liability, or non-excludable consumer rights.

Warranty service is normally provided in the country or region to which the Product was originally delivered. Available repair facilities, replacement inventory and shipping methods may differ by location.

QVEDO may use an authorised repair centre, logistics provider or manufacturing partner to perform diagnostics, repair or replacement.

If local mandatory law provides greater protection than this Policy, that law applies to the extent required.

We may update this Policy to reflect new Products, service procedures, legal requirements or operational changes.

The warranty terms applicable to a purchase are generally those provided or made available at the time of purchase or delivery. Later changes will not reduce accrued mandatory rights.

For warranty assistance, contact QVEDO before sending a Product. Include the order number, serial number and a clear description of the issue.