Refund policy
REFUND AND RETURN POLICY
4.1 GENERAL PRINCIPLES
We will process your return and refund request within 48 hours.
(a) This Policy aims to balance consumer rights protection with commercial rationality. We comply with consumer protection laws of all Export Markets while establishing reasonable return conditions based on the special nature of AI glasses products (involving personal hygiene, privacy security, and software activation).
(b) Return Categories:
Category A - Quality Issue Returns: Products with manufacturing defects, functional failures, or not conforming to description
Category B - Non-Quality Returns: Subjective User reasons (dislike, wrong purchase, change of mind)
4.2 CONSUMER WITHDRAWAL RIGHT
(a) Pursuant to the EU Consumer Rights Directive and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:
Online purchases enjoy a 14-day unconditional right of withdrawal (calculated from the date of receipt)
Consumers may return without stating reasons
Direct costs of returning the Product shall be borne by the Consumer (unless the Product is defective)
(b) The right of withdrawal does NOT apply in the following circumstances:
(i) Hygiene and Health Products: Nose pads, ear tips, eye masks, and other accessories with direct skin contact that have been unsealed and cannot be restored to hygienic condition;
(ii) Activated Software/Digital Services: Firmware that has been activated, accounts that have been bound, or cloud services that have been enabled;
(iii) Products with Diminished Value: Products whose value has significantly diminished due to Consumer handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods (e.g., worn outdoors, personal data entered, prescription lenses customized);
(iv) Customized Products: Products with customized prescription lenses, frame colors, engravings, or other personalized options;
(v) Sealed Products: Audio/video recording devices (AI glasses fall within this category) whose sealed packaging has been unsealed and cannot be restored.
(c) [MANDATORY - UK Specific Requirements]:
The Standard Cancellation Form must be provided before order confirmation
Before contract formation, the following must be clearly communicated: trader information, total price (including taxes), delivery costs, right of cancellation
Failure to inform of the cancellation right may entitle the Consumer to cancel for up to 12 months
Standard Cancellation Form template: See Appendix A
(d) EU/UK Return Conditions:
Product must be in a resaleable condition with original packaging, labels, and accessories intact
Consumer bears return shipping costs (except for quality issues)
Refund shall be processed within 14 days of receipt and inspection of the returned Product
If product value has diminished due to Consumer use, the corresponding amount may be deducted from the refund
4.3 CONSUMER GUARANTEES
(a) Pursuant to the Australian Consumer Law (ACL), the following Consumer Guarantees exist automatically, regardless of this Policy:
Acceptable Quality: Product must be safe, durable, and free from defects
Correspondence with Description: Must conform to website/packaging description
Fitness for Particular Purpose: If the Consumer expressly informs of the intended purpose
Correspondence with Sample: If a sample was provided before purchase
(b) In the event of a "Major Failure," the Consumer has the right to choose:
Return the Product and obtain a refund; or
Replacement with a product of equivalent value; or
Compensation for the price difference
In the event of a "Minor Failure," [SELLER'S PREFERRED OPTION] repair, replacement, or refund.
(c) Criteria for Major Failure:
Complete loss of primary function and irreparable
Safety risk present
Serious non-conformity with description
The following [DO NOT CONSTITUTE] Major Failure:
Occasional software lag (resolved after restart)
Minor lens scratches (not affecting display function)
Battery life slightly below rated value (within reasonable tolerance)
Minor color variation in appearance
(d) [MANDATORY STATEMENT] Nothing in this Policy limits or excludes the Consumer Guarantees under the Australian Consumer Law.
4.4 US RETURN POLICY
(a) 30-Day Limited Return Guarantee: Within 30 days of receipt, returns are accepted if the Product is unused, unactivated, undamaged, and in original packaging.
(b) Returns are NOT accepted in the following circumstances:
Product has been activated, account-bound, or AI functions used (other than incognito mode)
Hygiene accessories (nose pads, etc.) have been unsealed
Custom prescription lenses or personalized engravings
Packaging has been discarded or damaged
(c) Refund Processing:
Refund processed within 7 business days of receipt and inspection
Refund to original payment method
[Return shipping costs borne by buyer] For non-quality returns; quality issue returns borne by Company
(d) US Consumers may also file complaints with state Attorneys General offices under state consumer protection laws, but the return conditions set forth in this Policy are within the scope permitted by federal law.
4.5 SINGAPORE/MALAYSIA RETURN POLICY
(a) 7-Day Conditional Return: Returns accepted within 7 days if Product is unused, unactivated, unsealed, and in original packaging.
(b) Returns NOT accepted if:
Product has been activated or AI functions used
Hygiene accessories (nose pads, etc.) have been unsealed
Customized products
Incomplete packaging
(c) Quality Issue Handling:
Defective Products: Replacement or repair within 30 days
[Repair/Replacement Preferred Over Refund] Refund option provided only if repair and replacement are unavailable
Refund method: Original payment method or store credit (at Consumer's choice)
(d) Return Shipping: Non-quality issues borne by buyer; quality issues borne by Company.
4.6 GENERAL RETURN CONDITIONS
(a) Return Eligibility Checklist:
Product in original condition, unused, undamaged
All original accessories, packaging, labels intact
Software/firmware unactivated or unused (verifiable via system detection)
Hygiene accessories unsealed
No personalization or customization performed
Original order email or proof of purchase provided
(b) Return Process:
Contact support@seesky.shop to request Return Merchandise Authorization (RMA)
Customer service review and response within 2 business days
If approved, return address and return label provided (quality issues: Company bears shipping; non-quality: buyer bears shipping or deduction from refund)
Buyer ships Product within 7 business days
Company inspection within 3 business days of receipt
Refund processed within 5 business days if return conditions are met
(c)Products returned without prior RMA authorization shall be refused, and the Company assumes no custody liability.
4.7 REFUND PROCESSING AND DEDUCTIONS
(a) Refund Amount Calculation:
Full refund: Product price (for quality issues)
Deductions (for non-quality returns):
Original shipping costs (if applicable)
Return shipping costs (if advanced by Company)
Product value diminution fee (due to use)
Repackaging fee
(b) Refund Method: Original payment method. Credit card refunds may require 5-10 business days to post.
(c) Partial Refund Circumstances:
Missing accessories: Deducted at retail accessory price
Damaged packaging: Deducted for repackaging cost
Diminished product value: Assessed by customer service (maximum 20% of product price)
4.8 DEFECTIVE PRODUCT DEFINITION AND HANDLING
(a) Defect Definition: A functional failure caused by manufacturing or material defects under normal use conditions, and:
Not caused by Consumer misuse, accidental drop, or liquid immersion
Not caused by normal wear (minor lens scratches, slight frame discoloration)
Not caused by unauthorized disassembly, modification, or repair
(b)Defective Product Handling Priority:
[PREFERRED] Free repair
[SECONDARY] Replacement with new or refurbished product of equivalent or higher specification
[LAST RESORT] Full refund (provided only when repair and replacement are unavailable)
(c) Return Shipping: Defective Products: Company bears round-trip shipping costs.