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NewEyes Hardware — Returns & Refunds

Effective Date: October 6, 2026

This policy covers NewEyes hardware (NewEyes Sight glasses and NewEyes Halo earphones) bought directly from Collov Labs ("Collov," "we," "us") at neweyesai.com or in the NewEyes app. Products bought from another retailer follow that retailer's return policy. Your rights under our Limited Warranty and under applicable law are in addition to this policy.

1. 30-day returns

You can return a product for any reason within 30 days of the delivery date for a full refund of the product price.

To be eligible, the product must be:

  • in like-new condition, without scratches, cracks, liquid damage, engraving or modification;
  • returned with everything that came in the box (lenses, case, cable, cloth, documentation);
  • in its original packaging where possible.

Please clean the product before sending it back. For hygiene reasons, products returned soiled may be refused.

2. How to start a return

  1. Email cs@collov.com with your order number (shown on your Stripe receipt) and the reason for the return.
  2. We reply within 2 business days with a Return Authorization (RMA) number and the return address. Returns sent without an RMA number may be delayed or refused.
  3. Ship the product within 14 days of receiving the RMA, using a tracked service.

Before you ship, remove the product from the NewEyes app (Devices → the device → Remove). Captures already synced to your account stay in your account.

3. Return shipping

  • Defective, damaged on arrival, or wrong item: we provide a prepaid return label and cover all shipping costs.
  • Change of mind: you pay return shipping. Original shipping charges are not refunded unless the return is due to our error.

4. Refunds

We inspect returns within 5 business days of receiving them and issue the refund to your original payment method. Your bank or card issuer may take 5–10 additional business days to post it. If a return does not meet Section 1, we will contact you and either return the product to you at your cost or offer a partial refund that reflects its condition.

5. Damaged or missing items

If your package arrives damaged or an item is missing, email cs@collov.com within 7 days of delivery with photos of the box and product. We will send a replacement or refund at no cost to you.

6. Cancelling an order

You can cancel any order that has not shipped by emailing cs@collov.com. We refund the full amount, including shipping. Pre-orders can be cancelled at any time before they ship.

7. Exchanges

To change color or product, return the original under this policy and place a new order.

8. Contact

Collov Labs · cs@collov.com