Refund and return policy

At VisionRay™, we are committed to providing you with high-quality consumer electronics that enhance your life and keep you connected. We understand that sometimes returns are necessary. To facilitate this process and ensure a seamless experience, we have established the following global return policy. 

Our Returns & Refund Policy applies exclusively to products that have been directly purchased from our VisionRay™ Online Store (https://visionray.com/). To initiate a return, the procedure must be initiated within 14 days from the date the item was delivered. For products purchased from other retailers, we can provide assistance with warranty support.

Returns are only accepted if the Product is in “like new” condition and the packaging is intact.To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 
To start a return, you can contact us at support@visionray.com. Our customer support team will help you with returns. Once your return has been authorized, you will receive an email with return instructions. All returns must be shipped in the original packaging, including all original accessories, manuals, and packaging materials. VisionRay™ is not responsible for packages lost in transit without proof of tracking.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@visionray.com.Please include your order number and the serial number of the product 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@visionray.com.

Damaged products
If your Product is returned in damaged condition, with missing parts (including, for example, the original accessories, manuals, and/or packaging materials), or otherwise has signs of abuse, user-inflicted damage, or is not in “like new” condition, VisionRay™ reserves the right to (a) refuse a refund, (b) reduce the refund amount (proportionate to the Product’s decrease in value due to the damage and/or missing parts as determined by VisionRay™), or (c) charge additional restocking fees, all at VisionRay™’ sole discretion.

As pioneers in smartglasses technology, we have found that the most effective way to introduce our products is through real-life experiences. Allowing individuals to use our smartglasses in practical, everyday situations adds a deeper level of meaning and value, as attested by our existing users.

With our unwavering commitment to prioritizing customer experience, we have implemented the "Hassle-Free Returns" policy.

We encourage our customers to try our products first-hand and assess how they enhance their daily lives. If our products meet your expectations and prove beneficial, we congratulate you!

We eagerly await your feedback and insights into your specific use cases. However, if our products do not meet your needs, there's no need to worry.

Simply return them and share your valuable feedback with us so that we can continuously improve and better meet your expectations.

Our goal is to establish a strong bond with our users, prioritizing their needs above all else as we develop and innovate our products. We firmly believe in putting humans first and technology second. Your feedback and product reviews hold significant value to us as we strive to enhance our offerings and introduce new features. 

When initiating a free return, kindly reach out to our customer service team at support@visionray.com and provide them with the Order Number and Product Serial Number. They will be happy to assist you further.