Return & Refund PolicyUpdated a year ago

GENERAL OVERVIEW:

Our return policy is valid until 14 days after your order delivers. Once 14 days have expired, all refunds, returns, and/or exchanges will not be accepted. To be eligible for a full refund, your order must be in the same condition as when you received it and include the original packaging. Otherwise, you'll be eligible for only a 40% refund.

To request a return, please log in to your customer account by clicking HERE to access our self-serve return request feature or by submitting our Contact Form with the Subject: Order Return & Refund Request - Order Shipped. 

RETURN INSTRUCTIONS:

1. Pack the items you're returning in a reasonably sized box or mailer.
2. Include an order receipt or note that clearly shows your order number.
3. Print your return shipping label and attach it to the package.
4. Cover or remove any old shipping labels from the package.
5. Give the package to the carrier identified on the shipping label.
6. Once we've received your order return, we'll inspect the package for damages or missing items, then issue your refund promptly and accordingly to our Return & Refund Policy. If your return is part of an exchange, then we'll ship out your requested exchange item right away.

NEED A RETURN LABEL?

• If you live INSIDE the United States, we'll send you a free return for you to download and print via email promptly upon the confirmation of your order cancellation or exchange.
• If you live OUTSIDE the United States, you'll need to purchase a shipping label from a local carrier that ships to the United States and send it to our return address listed below.
• We do not reimburse customers for the cost of return shipping labels unless the returned order contained products that were damaged, defective, or the wrong size.

RETURN ADDRESS:

REFUND ELIGIBILITY FOR RETURNED ITEMS:

• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
• We will also notify you of the approval or rejection of your refund.
• Any item, including the glasses and packaging, that is returned damaged, ripped, or scratched will be marked as used. Therefore, the customer is only eligible for a 40% order refund.

LATE OR MISSING REFUNDS?

• If the returned and inspected items are approved for a refund, the customer email that was used at checkout will receive a detailed email confirmation the moment we initiate your refund.
• Please allow 3-5 business days for your refund to process in your bank.
• If you haven’t received a refund after 5 days, please contact us by submitting our Contact Form and selecting the Subject: Billing or Refund Issue. These contact form submissions are marked as high priority and will be responded to promptly.

EXCHANGES

• We only replace items if they are damaged, defective, or the wrong size.
• If you'd like to submit an exchange request, please fill out our Contact Form and select the Subject: Product Exchange Request.
• Make sure to include your order #, the product titles of each item you'd like to exchange, and the reason for exchange in the Message section of the form.

DAMAGED ITEM/S RECEIVED?

First off, we apologize if you’ve received a product from us in damaged condition! We have every intention of delivering high-quality, acceptable products to our customers, but understand unintentional damages may occur during the shipping or manufacturing process.

If your order has been damaged, please follow the below steps:

• Fill out our Contact Form and select the Subject: Product Exchange Request: Damaged
• Attach one or more images of the damaged goods to your Contact Form submission for our customer service team to inspect or request a return label for our operations team to inspect.
• If the inspected goods are confirmed damaged, then we’ll offer a free replacement of the item, HoloGear store credit, or a full order refund.
• If the inspected goods are confirmed NOT damaged, then we’ll offer a free replacement of the item, HoloGear store credit, or a partial order refund.