Return & Replacement

Return & Replacement

Should you require Return & Replacement Service , please send your order details（order number, purchaser’s full name and contact information), a description of the issue, and any supporting documents to your dedicated sales manager or to our official support email: hello@realsee.ai. Once we receive your message, we will arrange for a specialist to contact you within business hours to assist with verification, the return process, and any after-sales inquiries. Please make sure all information submitted is complete so that we can provide you with the most efficient and accurate solution. Please DO NOT send the product without prior contact.Once we receive and inspect the returned item, we will normally complete the refund or exchange within 3–7 business days. The refund will be credited back to the original payment account; international refunds may be delayed by your bank’s processing time.Delivery address of Realsee：8TH FLOOR, BUILDING, HONGYUAN SHOUZHU BUILDING, SHANGDI 6TH STREET, HAIDIAN DISTRICT, BEIJING, CHINAReturn & Replacement shipping cost: we will cover the shipping cost, if it is due to Realsee's responsibility, such as product defects, incorrect items shipped, or transit damage. If it is due to personal reasons (e.g., dislike, unsuitability, change of mind), you will be responsible for the return shipping cost.You are eligible for our Return & Replacement Service for Realsee hardware product (within 14 days from the day after receiving the product), if you meet any of the following conditions:

1. The product has a manufacturing defect;
2. The product has sustained damage in transit, provided that the proof of damage issued by the carrier can be submitted to Realsee.

Return & Replacement Service will not be provided where:

1. Starting from the day after receiving the product, the service is requested after the Realsee specified period has been exceeded.
2. A product sent to Realsee for return or replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.
3. A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
4. Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
5. Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
6. Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.
7. Proof of damage during transit issued by the carrier cannot be provided.
8. A product is found to have no defects after all appropriate tests are conducted by Realsee.
9. A product is not delivered to Realsee within 10 calendar days after Return & Replacement Service confirmation is sent from Realsee.

IF you request a return for personal reasons (e.g., dislike, unsuitability, change of mind, etc.), the following conditions must be met:

1. The product must be brand-new, unused, and undamaged;
2. The original packaging and all accessories must be included;
3. within 14 days from the day after receiving the product.

Note: All references to “business days” above are based on China’s statutory working schedule.