Return & Refund Policy
Product purchased from us.shop.xreal.com can be returned by the original purchaser within 30 days from the date the product was ordered. Any request after 30 days will not be honored. Products purchased through any other channels, including second-hand purchases (even if the product is new) are not covered by this policy. If this product was purchased from a third-party seller, please refer to the seller's related policy for this product.
Return & Exchange Conditions
- Items returned without authorization will not be accepted.
- Items must be returned within 30 days after you receive them.
- All items must be in excellent condition, unworn and undamaged, with tags, and in the original packaging. You’ll also need the receipt or proof of purchase. Please include all the components, accessories, and promotional items that were included when returning the product. It is important to pack the returned product securely in its original packaging.
- The product should be free from any man-made damage that would hinder its resale. When returning or exchanging items, customers must use a shipping method providing tracking information.
- We accept a change of mind return. Returns are eligible within 30 days of receipt of the product.
General Return Process
- Initiate a return: To request a return or refund, please log into your account and select My Orders, select the Return and Refund button to proceed with your request. If you placed your order as a guest, please contact support@xreal.com and provide us with your order number.
- Ship the item back: If your return is accepted, we’ll provide you a return label in the email, and instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted.)
- Refund or exchange: When we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
Return Charge
- If the return is requested because of a mistake on our part (like shipping the incorrect product, quality problems, etc) we will provide a full refund.
- We DO accept Change of Mind returns and offer 30-day free return - that means we'll cover your return shipping costs! Returns are eligible within 30 days of receipt of the product. For any other return requests, you will have to cover the shipping cost yourself.
Refunds (if applicable)
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days. Please note that the refund period may vary depending on the payment method and subject to the processing duration of the payment agency. If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at support@xreal.com.
Cancellation
Please log into your account and submit a cancellation request in your account. For shipped orders, if you do not need it anymore, please contact us to arrange a return.
Email: support@xreal.com
If the product is damaged in any way, or you have initiated the return after 30 calendar days have passed, the XREAL service team is still available to you, please contact support@xreal.com for a better solution. If anything is unclear, or you have more questions, feel free to contact our customer support team.
Email: support@xreal.com