XREAL Limited Warranty Policy

Date of last version: Apr 8, 2024

Warranty Provider: ("XREAL”, “we”, “us”).

Warranty Recipient: You, as a customer who has purchased a product and/or related services either from us or an authorized channel.

XREAL Products and related services are provided under the terms of this XREAL Limited Warranty Policy (the "Warranty") strictly in compliance with applicable laws, and you may have other legal rights which vary from jurisdiction to jurisdiction. Accepting these terms, purchasing or using our product, or using our services means that you understand that this Warranty is a legally binding document and agree to be bound by the terms and conditions herein. Please read the entire contents of the terms carefully. If you do not agree to these terms, please do not purchase or use our products or services.

Please note that, if you are a consumer, this Warranty is in addition to, and does not exclude, limit, suspend, reduce or deprive you of any rights under any applicable laws and regulations regarding the sale of consumer goods in your jurisdiction.

If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

Scope:

Subject to the “Policy for damage or faults not covered by the XREAL Warranty” below, this Warranty covers defects in materials and workmanship of XREAL Products contained in the original packages, when used normally in accordance with XREAL’s guidelines. XREAL warrants that XREAL Products will function, under the intended and normal use, substantially in accordance with our accompanying product document during the Warranty Period (as defined below).

This Warranty only applies to the XREAL-Branded product(s) purchased directly from XREAL's officially authorized channels and contained in the original packaging ("XREAL Product(s)”), and does not apply to any non-XREAL branded product(s), even if packaged or sold with XREAL Product(s). Products purchased through any unauthorized channels, including second-hand purchases (even if the product is new) are not covered by this Warranty. If your product was purchased from a third-party seller which is not an authorized channels of XREAL, please refer to the seller's warranty policy for this product. Furthermore, this Warranty only applies in countries or regions that we ship to and support.

XREAL does not warrant that the operation of XREAL Product(s) will be uninterrupted or error-free.

Duration:

The warranty period for XREAL products or services is one (1) year from the date when the XREAL Product you purchased is delivered to you by XREAL or our authorized channels (the “Warranty Period”). If you are a consumer and our Warranty Period is shorter than any mandatory warranty coverage prescribed by applicable laws of your country or region, the longer time period prescribed by the applicable laws will apply.

Repair Terms

If your XREAL Product is defective within the Warranty Period, XREAL will, at our options, either replace or repair it for free ("Warranty Service”), subject to the following conditions:

First, please follow the instructions under the "Making a claim under the XREAL Warranty" below to request our assessment and assistance. Once we receive the XREAL Product sent by you for Warranty Service in compliance with the "Making a claim under the XREAL Warranty", Our after-sales service station will test the products and may contact you for additional information. Once the product has been tested, we will contact you and offer the following options:

• If your XREAL Product is found to be defective which is covered by Scope of this Warranty above, we will repair or exchange it (at our sole discretion) for free and return the repaired XREAL Product or replacement to you at our cost. You will not be charged for shipping and handling costs incurred for repairing or replacing your XREAL Product under this Warranty.
• If we determine the malfunction is not covered by the Scope of this Warranty, you may use our repair service with a service fee (in addition, with a shipping and handling fee), or you may ask that the original XREAL Product be returned to you, and you will be charged a shipping costs and handling fee.
• If no defect is found, the products will be returned to you and you will be charged a shipping costs and handling fee.

 

The new warranty period for any replacement part or exchanged product is 30 days（from the date when you receive it）, or the remaining time within the original warranty period, or any applicable additional warranty period that is mandatory under the laws of your jurisdiction, whichever is longer.

Repair or replacement may involve the use of parts that are not the same as the original but with equivalent performance capabilities and functionality.

When your XREAL Product or any part of it us replaced, such replacement will become your property, and any replaced product or part of your XREAL Product will become the property of XREAL.

XREAL cannot guarantee that we will be able to repair the XREAL Product without risk to or loss of your information and/or data, and that any replacement product will contain any information and/or data stored in your original XREAL Product. Your information and/or data might be securely wiped for privacy reasons. Therefore, please back up all of your information and/or data stored in the your original XREAL Product before sending back to us for repair or replacement. XREAL will assume no liabilities for any damage directly or indirectly caused by the loss or disclosure of your personal data and/or information if you did not backup or delete them from the returned product.

To the extent not prohibited by applicable laws or regulations in your jurisdiction, XREAL only recognizes this Warranty and this Warranty set forth are exclusive and in lieu of all other warranties, remedies and conditions, whether oral, written, statutory, express or implied.

Except for express warranties contained in this Warranty and to the extent not prohibited by applicable laws or regulations in your jurisdiction, XREAL disclaims all other warranties and conditions, express or implied, statutory or otherwise, including without limitation, warranties of merchantability, merchantable quality and fitness for a particular purpose and warranties and conditions against hidden or latent defects. Some states, provinces, jurisdictions or countries do not allow disclaimers of such warranties, so this disclaimer may not apply to you, and these warranties, to the extent they are applicable under the applicable laws and regulations in your jurisdiction, shall be limited to the Warranty Period under this Warranty. Some states, provinces, jurisdictions or countries do not allow limitations on the period an implied warranty may last, therefore, the above limitations described above may not apply to you.

No warranties, whether express or implied, will apply after the Warranty Period has expired. Some states, provinces, jurisdictions or countries do not allow limitations on how long an implied warranty lasts, so this limitation may not apply to you.

This Warranty does not affect the rights consumers may have under sales/purchase contracts with dealers.

This Warranty is in addition to, and does not affect any rights you have under the applicable laws in your jurisdiction concerning the sale of consumer goods.

Liability:

EXCEPT AS PROVIDED IN THIS WARRANTY AND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAWS OR REGULATIONS AND REGARDLESS OF WHETHER XREAL WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, XREAL DOES NOT ASSUME ANY ABILITY FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, EXEMPLARY, INDIRECTLY, CONSEQUENTIAL OR ENHANCED DAMAGES OF ANY KINDS WHATSOEVER ARISING FROM OR IN CONNECTION WITH A XREAL PRODUCT OR THIS WARRANTY INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, LOSS OF USE OF THE XREAL PRODUCT DURING THE PERIOD OF WARRANTY SERVICE, LOSS OF INFORMATION/DATA, OR ANY FAILURE TO MAINTAIN THE CONFIDENTIALITY OF INFORMATION STORED IN THE XREAL PRODUCT, REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT, TORT, STRICT PRODUCT LIABILITY OR ANY OTHER CAUSE OF ACTION OR LEGAL OR EQUITABLE THEORY. XREAL DISCLAIMS ANY REPRESENTATION THAT IT WILL BE ABLE TO REPAIR ANY XREAL PRODUCT UNDER THIS WARRANTY. XREAL'S TOTAL LIABILITY SHALL BE LIMITED TO THE ORIGINAL PURCHASE PRICE FOR THE SPECIFIC PRODUCT THAT IS SUBJECT OF A CLAIM.

If the applicable laws or regulations of your jurisdiction do not allow exclusion or limitation of indirect, consequential, or punitive damages, so limitations or exclusions within this Warranty might not apply to you.

Policy for damage or faults not covered by the XREAL Warranty:

Except to the extent prohibited by applicable laws, the following conditions are not covered by this Warranty:

Claims made after expiry of the Warranty Period;

Warranty card, invoice, or proof of purchase is missing, or warranty card or invoice information does not match the proof of purchase;

Rough handling, direct sunlight exposure, liquid contact, storage in humid or extremely high temperatures or other harsh environments, or use during severe environmental changes;

Damage caused by external factors: such as physical damage to the product or accessories, including but not limited to cracks or scratches on the surface of the product or accessories (including any screen or lens);

Any damage caused by failure to use, maintain and adjust according to the requirements of the "User's Manual";

Failure or damage caused by rough handling of this product beyond reasonable use;

Any disassembly, repair or flashing privately by persons not authorized by XREAL;

Failure caused by circumstances outside XREAL's control;

Normal wear and tear of the product or accessories;

Any errors in third-party app not provided by XREAL (XREAL does not guarantee that the operation of any computer or other device that can be connected to XREAL's product or accessories will be error-free);

Use of accessories not approved by XREAL;

The product has been sold;

You have reverse engineered, decompiled, and disassembled the product;

Use of products in violation of any laws or against any of your agreements with XREAL;

Failures or damage not caused by product design, manufacturing and quality issues;

This Warranty does not cover loss of information and/or data; it is your responsibility to regularly back up your information and/or data. Any damages or costs related to information/data loss, information/data recovery, removal and installation are not recoverable under this Warranty.

Making a claim under the XREAL Warranty:

After discovering faults with products or accessories, you should take the following measures:

1. Refer to the users' manual or visit the official website www.xreal.com/support to acquire relevant information to identify and address the problems;
2. If problems cannot be resolved after referring to the users' manual or visiting the official website, you can contact the "contact us" of XREAL official website or send an email to support@xreal.com for further help and information.
3. When contacting XREAL, please submit the correct information through "contact us" of the official website or support@xreal.com email: a. Your product purchase order; b. The serial number of the problematic products according to the purchase order; c. The fault description and Video or picture; d. Ensure your address and contact information has not changed after making the purchase, or provide your accurate current address and contact information; e. Ensure that you have the original invoice, receipt or sales slip provided when you bought the product. If you make any claim within the Warranty Period, you should present valid purchase evidence; otherwise, XREAL has no obligation to repair or replace the product under this Warranty.

After you finish the above steps, XREAL will initially confirm the existence and nature of the problems reported by you, and provide information on how to return the defective products after such confirmation by XREAL. You may need to pay for shipping, handling and insurance fees and other costs in advance. At the same time, you should package the products returned in a proper way to protect it from any damage caused by collision, compression or violent loading and unloading in the process of transportation. If the product is damaged because of your improper packaging, the product will no longer be covered by the warranty.

ADDITIONAL TERMS FOR CONSUMERS in United Kingdom:

This Warranty is a voluntary manufacturer’s warranty and provides rights separate to rights provided by consumer law, including but not limited to those relating to non-conforming goods.

As such, this Warranty benefits are in addition to, and not instead of, rights provided by consumer law of United Kingdom. Consumers have the right to choose whether to claim Warranty Service under this Warranty or under their consumer law rights. It is important that this Warranty shall not apply to consumer law claims. 

Contact Us:

If you have any questions about these terms or our services, please contact us: support@xreal.com