Refund Policy

Rokid Refund Policy 1.Your Satisfaction Guarantee Your satisfaction with Rokid Glasses is our top priority. If you are not completely satisfied with your purchase for any reason, you may upload the return request within 30 days of receiving your shipment. 2. Return Eligibility Conditions To be eligible for a return, your item must be returned in  original, resalable condition : Condition Requirement Unused No signs of wear; protective films (if any) intact Complete All original accessories included: charging case, cables, cleaning cloth, documentation  Undamaged Free of scratches, smudges, or any damage Proof of Purchase Order number or receipt required   3. ⚠️ Important: Data Privacy Requirement Since our smart glasses store personal data, you  must  complete the following steps before returning : Step-by-Step Data Removal Import all captures  (photos, videos, audio) to your phone or computer Factory reset the glasses  to remove all personal data and disconnect from your account Turn off the glasses completely Note:  Returns received without personal data removed may be delayed or rejected. [Your Brand] is not responsible for any loss of data resulting from your failure to comply with this requirement . 4. How to Initiate a Return Step 1: Contact Us First Email  [ customerservice@rokid.com ]  with your order number to request a return authorization. Step 2: Receive Return Instructions If your return is accepted, we will provide: A return shipping label (for approved returns) Shipping address for generate the shipping label Step 3: Pack Securely Place the glasses in their original box, powered off, with all accessories . Step 4: Ship Back Use the provided label or your own tracked shipping method. Return Shipping Cost: Customer responsibility  for non-defective returns  Rokid covers return shipping  if the return is due to our error (incorrect or defective item) Original shipping charges are non-refundable 💡  We strongly recommend using a trackable shipping method  . 5. Damaged, Defective, or Incorrect Items If your product arrives damaged, is defective, or if you received the wrong item: Issue Reporting Window Resolution Damaged upon arrival Within  10 days  of receipt Refund or replacement, including return shipping Defective Within warranty period Warranty claim (see Section 8) Wrong item shipped Within  10 days  of receipt Refund or replacement, including return shipping How to Report: Email us with: Your order number Clear photos of the damage or defect Description of the issue 6. Refund Processing Once we receive and inspect your return: Notification:  We will email you to confirm receipt and inspection results Approval:  If approved, your refund will be processed to your original payment method Timing: Refund processing: within  7 days  of receipt  Appears on your statement:  1-2 billing cycles , depending on your bank  Deductions: Original shipping costs are non-refundable For non-defective returns, return label costs may be deducted from your refund 7. Non-Returnable Items The following items cannot be returned : Category Examples Personalized products Prescription lenses installed, custom engraving Used or altered products Beyond simple inspection; worn outdoors; physical damage Missing components Items returned without original packaging or accessories Unauthorized returns Products returned without prior authorization 8. Warranty Information Your AI Smart Glasses are protected by a  365-day warranty  from the date of receipt . What's Covered Defects in materials and workmanship Hardware malfunctions under normal use What's NOT Covered  Loss or theft Damage from drops, impact, or accidents Exposure to liquids or extreme conditions Normal wear and tear (e.g., lens scratches)  Misuse, mishandling, or unauthorized modifications How to Make a Warranty Claim Email  [ customerservice@rokid.com ]  with: Your order number Detailed description of the issue Photos (if possible) We will review your claim within  7 days   We will inform you of the resolution (repair, replacement, or refund) 9. Prescription Lenses / Custom Orders If you ordered glasses with  prescription lenses  or any customization : Scenario Policy Custom lenses installed by us Final sale  — cannot be returned Defective custom lenses Covered by warranty; contact us for resolution Note:  Adding prescription lenses through third-party providers may void the manufacturer warranty . 10. Contact Us Questions about returns or warranty? We're here to help. Email:  [ customerservice@rokid.com ] Response Time:  Within 24-48 hours