Effective February 13, 2023
At the time of original purchase, Eargo provides an original warranty on all hearing devices and chargers purchased from Eargo and authorized third party distributors. Eargo 7 includes a two-year original warranty while Eargo 6, Eargo 5, Eargo Neo HiFi and Eargo Max include a one-year original warranty. The original warranty covers unlimited repairs and one-time loss/damage coverage per unit. The Eargo warranty begins on the date that the new system is received by the customer.
Customers must contact Eargo at the phone number below to initiate the repair or exchange of a damaged device and/or charger under warranty. Eargo will provide a return label for the customer to send the damaged device and/or charger to Eargo. Subject to the exclusions below, Eargo will, at no cost to the customer, inspect the damaged device and/or charger and repair or exchange the in-warranty device and/or charger with a new or refurbished unit at Eargo’s sole discretion. The original or extended warranty period remains in effect for the repaired or exchanged device and/or charger.
Customers must contact Eargo at the phone number below to initiate the repair or exchange of a damaged device or charger out of warranty. Eargo will provide a return label for the customer to send to the damaged device and/or charger to Eargo.
Eargo will inspect the damaged device and repair or replace the damaged device, at Eargo’s sole discretion, for $395 per device. If replaced, Eargo may replace the damaged device with a new or refurbished device at Eargo’s sole discretion. Eargo will provide a one-year repair warranty on the replaced device, beginning on the date that the replacement device was delivered to the client.
Eargo will replace a charger with a new or refurbished charger for $395. Eargo will provide a oneyear repair warranty on the replacement charger, beginning on the date that the replacement was delivered to the client.
Eargo will repair or exchange any Eargo device damaged by earwax buildup no more than three (3) times for the same Eargo system (e.g., 3 times for devices in the same purchased Eargo 6 system). Eargo will repair or exchange an Eargo device damaged by earwax for a third time only after a thorough quality review of the device. This exclusion will not apply to repairs or exchanges of Eargo devices for any reason other than damage to the device from earwax buildup. Each separately purchased system will have separate attribution of this exclusion (e.g., if customer purchased Eargo 5 and later purchases Eargo 6, both systems will have 3 earwax repair or exchange opportunities under this exclusion).
Customers must return damaged devices to Eargo within 14 days of receipt of a return label from Eargo. Failure to return damaged devices within the 14 day return period will exclude the customer from future warranty repairs or replacements.
During the original warranty period, Eargo will replace each hearing device and charger no more than one time for loss or damage not related to normal use. Eargo reserves the right to inspect hearing instruments and chargers to determine if the Loss and Damage Policy is applicable.
Eargo will replace a lost or damaged hearing device for $395 each and a lost or damaged charger for $395 each. Please note that claims under the Loss and Damage Policy on the hearing device(s) or charger are a one-time occurrence per unit. When either hearing device or the charger is replaced under the Loss and Damage Policy, the Loss and Damage Policy expires for that unit. For example, if the right hearing device is lost and replaced under the Loss and Damage Policy, the Loss and Damage Policy expires for the right device but remains in effect for the left hearing device and charger. For any loss and damage claim, the repair warranty remains in effect on the lost or damaged unit from the date that the original Eargo system was received by the client.
If one or both hearing devices or charger are lost or damaged beyond normal use during the 45- day right to return period, the system can be returned for a refund, less a $395 replacement fee per unit. For example, if only the charger were lost or damaged, the refund would include a deduction for the replacement fee of $395. If both hearing devices were lost or damaged, the refund would include a deduction for a replacement fee of $790 ($395 x 2 units).
If both hearing devices and the charger are lost or damaged beyond normal use during the 45-day right to return period, the system cannot be returned or replaced.
If the devices are purchased from a third party distributor, the customer will need to refer to the third party distributor’s return and loss and damage policies.
For customers that apply an insurance benefit towards the purchase of the devices, this policy will apply to the extent the policy does not conflict with applicable federal and state laws and regulations or the insurance company’s policies and procedures.
Please contact Eargo at 1 (800) 903-6883 to discuss your Eargo system’s warranty, repair, or replacement.