VIVE Eagle warranty (HTC)

VIVE Eagle is made by HTC and carries HTC's own 12-month limited consumer warranty. How to claim it, what you need, and when to come to Lucyd instead.

VIVE Eagle is designed and manufactured by HTC. Lucyd is an authorized retailer, so the glasses come with HTC’s own limited consumer warranty, not Lucyd’s.

That is a real warranty and it covers you the same whether you bought from HTC or from us.

At a glance

The warranty covers the original purchaser only. It does not transfer if you sell or give the glasses to someone else.

Start here: did we fit your lenses?

This is the one question that decides where to go.

If Lucyd fitted prescription or custom lenses into your Eagle, contact us first. Do not open a claim with HTC. Our lab worked on the frame, so we want to look at it before anyone else does, and we will sort it out with you.

If your Eagle is exactly as HTC shipped it and the problem is the device itself, that is an HTC warranty claim. See below.

Either way you can always contact us if you are not sure. We would rather point you the right way than have you spend a week in the wrong queue.

Claiming with HTC

1. Check HTC’s VIVE Eagle support pages first. A lot of issues are firmware or app settings and are fixed there.
2. If that does not solve it, contact HTC at contact.vive.com, or contact us and we will help you open it.
3. Have these ready:
   • The serial number. It is 12 characters and starts with FA. The label on the original box is the easiest place to find it.
   • Your full address and contact details.
   • Proof of purchase. Your Lucyd order confirmation works.

HTC decides whether to repair or replace, and a replacement may be a refurbished unit. You may have to pay to ship the glasses to them. If they repair or replace it, the cover runs for whatever is left of your original 12 months, or 3 months from the repair, whichever is longer.

Back up and remove your personal data before you send anything in. HTC is not responsible for data left on the device.

What HTC’s warranty does not cover

Taken from HTC’s published terms. The full list is in their PDF.

• Normal cosmetic wear and tear
• Liquid, dampness, corrosion, extreme temperatures, or outdoor conditions beyond normal use
• Rough handling
• Natural battery decline over time
• Electrical surges
• Damage resulting from modifications or non-warranty repairs
• Commercial use. These are warranted for personal use only
• A serial number that has been removed, defaced or made unreadable

That modification clause is why the lens question above matters. If our lab fitted your lenses, come to us.

What Lucyd handles either way

Your order, payment, shipping and anything our lab touched are ours, not HTC’s:

• A wrong, missing or damaged-in-transit delivery
• Anything to do with prescription lenses we cut or fitted
• Returns, within the VIVE Eagle return terms
• Helping you work out whether something is an HTC claim at all

Common questions

Does my Lucyd 1-year warranty cover VIVE Eagle?

No. Lucyd’s 1-year warranty covers Lucyd-branded products. VIVE Eagle carries HTC’s own 12-month warranty instead, which gives you the same length of cover from the manufacturer.

Can I add Lucyd Pro Insurance to VIVE Eagle?

No. Lucyd Pro is only available on Lucyd-branded products.

My prescription lenses are fine but the camera stopped working. Who do I go to?

Contact us first. Because our lab opened the frame to fit the lenses, we want to see it before it goes to HTC. We will tell you honestly whether it is an HTC claim and help you open it if so.

Where do I find the serial number?

It is 12 characters and starts with FA. The label on the original box is the easiest place to look. If you no longer have the box, contact us and we will walk you through finding it.

Quick links: Warranty overview · VIVE Eagle product page · Returns · Contact support