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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 after_sales@xreal.com for further help and
information;
3. When contacting XREAL, please submit the correct information through
"contact us" of the official website or after_sales@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 the XREAL Warranty.
After you finish the above steps, after confirming the existence and
nature of problems, XREAL Will provide information on how to return the
defective products. You should 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.
Before you send back any product, please backup any personal data and
confidential information, and delete them from the equipment. XREAL Will
assume no liabilities for any damage directly or indirectly caused by the loss
or disclosure of your personal data or confidential information if you did not
backup or delete them from the returned device.
Policy for damage or faults not covered by
the XREAL Warranty
The following conditions are not covered by the warranty:
1. Claims made after expiry of the Warranty Period;
2. Warranty card, invoice, or proof of purchase is missing, or warranty card
or invoice information does not match the proof of purchase;
3. Maliciously damaged warranty card content or product information,
including destruction, tearing, tampering, etc.;
4. Rough handling, direct sunlight exposure, liquid contact, storage in humid
or extremely high temperatures or other harsh environments, or use during
severe environmental changes;
5. 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);
6. Any damage caused by failure to use, maintain and adjust according to
the requirements of the "User's Manual";
7. Failure or damage caused by rough handling of this product beyond
reasonable use;
8. Any disassembly, repair or flashing privately by persons not authorized by
XREAL;
9. Failure caused by circumstances outside XREAL's control;
10. Normal wear and tear of the product or accessories;
11. Any errors in third-party apps not provided by XREAL(XREAL does not
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