Warranty Policy

1-Year Limited Warranty

Hearvello offers a 1-year limited warranty beginning on the date of delivery for eligible product issues caused by manufacturing defects or product faults arising during normal use.

What This Warranty Covers

This limited warranty may cover eligible issues such as:

• Device failure during normal use
• Charging case malfunction under normal use
• Battery or charging issues not caused by misuse
• Sound output issues caused by a product defect
• Button or control failure during normal use

What This Warranty Does Not Cover

This warranty does not cover issues caused by:

• Accidental damage, drops, impact, or improper handling
• Water exposure, moisture damage, or improper storage
• Unauthorized repair, modification, or disassembly
• Damage caused by non-compatible chargers or accessories
• Normal wear and tear, including ear tips and cleaning accessories
• Loss, theft, or damage during shipping not arranged or authorized by Hearvello
• Issues caused by earwax buildup, poor cleaning, or lack of maintenance

Before Requesting Warranty Service

Some common issues may be resolved through troubleshooting, such as cleaning the ear tips, checking the charging contacts, adjusting the fit, changing the ear tip size, or lowering the volume.

We recommend visiting our Support Center or contacting our support team before requesting warranty service.

How to Request Warranty Support

To request warranty support, email support@hearvello.com and include the following information:

• Your full name
• Your order number
• The email address used at checkout
• A clear description of the issue
• Photos or videos showing the issue, if available
• Any troubleshooting steps you have already tried

Please wait for our support team to review your request before sending any item back. Products sent without authorization or to an unapproved address may be delayed or unable to be processed.

Warranty Review Process

After receiving your warranty request, our support team will review the information provided and may request additional details, photographs, videos, troubleshooting steps, or return of the product for inspection.

We normally review complete warranty requests within 3 business days. Complex cases or requests requiring physical inspection may take longer.

If the issue qualifies under this limited warranty, we may provide troubleshooting support, repair support, a replacement, or another appropriate remedy.

Replacement Policy

If a replacement is approved, the replacement product may be new or functionally equivalent, depending on availability.

A replacement does not restart the original warranty period. The remaining warranty continues from the original delivery date unless applicable law requires otherwise.

Return Shipping for Warranty Claims

In some cases, we may ask you to return the product for inspection before approving warranty service.

If the issue is confirmed to be covered by this limited warranty, Hearvello will provide a prepaid return label or reimburse the reasonable return shipping cost.

Please package the product securely, follow the instructions provided by our support team, and use only the authorized return address. Do not send the product to the address shown on the original shipping label unless our support team instructs you to do so.

Accessories and Consumable Parts

Ear tips, cleaning brushes, charging cables, and other accessories may not be covered under the limited warranty when the issue is caused by normal wear, loss, misuse, or improper care.

Proof of Purchase

Warranty service is available only for products purchased directly from Hearvello or an authorized sales channel. We may request proof of purchase before approving warranty support.

Medical Disclaimer

Hearvello hearing support products are intended for adults aged 18 and older with everyday hearing support needs.

They are not intended to diagnose, treat, cure, or prevent any disease or medical condition and are not a substitute for professional medical or audiological advice.

If you have sudden or rapidly changing hearing loss, ear pain, drainage, significant dizziness, or another concerning symptom, consult a qualified healthcare or hearing-care professional.

Consumer Rights

This limited warranty is provided in addition to any mandatory consumer rights available under applicable law. Nothing in this policy limits rights or remedies that cannot legally be excluded.

Contact Us

For warranty questions or warranty support, please contact us:

Legal Business Name:
NUVEXIO INC

Trading Name:
Hearvello

Registered Business Address:
1500 N Grant St Ste R
Denver, CO 80203
United States

Email:
support@hearvello.com

Customer Service Phone:
+1 310 290 2245

Support Hours:
Monday–Friday
9:00 AM-5:00 PM Mountain Time (MT)