1.Your Satisfaction Guaranteed

Your satisfaction with Rokid Glasses is our top priority. If you are not completely satisfied with your purchase for any reason, you may return it 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

Right to Inspect:
You may handle the item to the same extent as you would in a physical store — try on the glasses to assess fit and turn them on to verify functionality. This does not constitute "use." Extensive use (recording videos, wearing outdoors, etc.) will void your return eligibility.

Unopened Items:
If the product is still sealed in its original packaging (unopened), it is eligible for a full refund including original shipping costs .

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

1. Import all captures (photos, videos, audio) to your phone or computer
2. Factory reset the glasses to remove all personal data and disconnect from your account
3. 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:

1. Notification: We will email you to confirm receipt and inspection results
2. Approval: If approved, your refund will be processed to your original payment method
3. 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

1. Email [customerservice@rokid.com] with:
   • Your order number
   • Detailed description of the issue
   • Photos (if possible)
2. We will review your claim within 7 days 
3. 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