Return and Refund Policy

September 18th, 2026

You may return devices and accessories within 30 days from receiving the product (except for customized products, which are non-returnable and non-exchangeable). This policy only applies to XREAL products purchased directly from www.xreal.com. Products purchased through any other channels, including second-hand purchases (even if the product is new) are not covered by this policy. If this product was purchased from a third-party seller, please refer to the seller's related policy for this product.

For approved return and refund requests, XREAL will process the refund based on the actual amount you paid. For returns associated with product quality issues, XREAL will cover the shipping costs and handling fees. We accept Change of Mind returns within 30 days of receipt and will cover the return shipping cost. However, if the original order was not eligible for free shipping, the original shipping fee is non-refundable. For any other return requests, you will have to cover the shipping cost yourself.

Your Data:

• Back up any data you might have stored on your product and then delete it.
• Remove all confidential, proprietary, and personal information.

Return Notes:

• To start a return, you must provide proof of purchase and related Serial Number.
• All returned items must remain in their original packaging in the same condition in which they were delivered to you without damage.
• You must return all accessories and any promotional gifts that come with the products. If any spare parts, or promotional gifts are missing, we may refuse to accept the return or deduct the value of missing items from the amount returned to you according to the following list. You are responsible for all expenses incurred in return.

• Any product returned to XREAL that is not an XREAL product will be considered as an abnormal return. In such cases, you will not receive a refund for the product, and XREAL will not ship the product back to you.

Prescription Lenses Return & Exchange:

• The Prescription Lenses are custom-made products and therefore non-returnable and non-exchangeable.
• If you receive a product with quality issues (e.g. cracked lenses or an incorrect prescription configuration), please contact our customer support team for assistance.

Return Process:

Once your return and refund request is approved, you will receive a shipping label on your order's "My Account" page. If you made a guest purchase, you will receive an email with a shipping label attached. Print return label and package your device in its original packaging and bring it to a local drop-off location. Kindly send your return as soon as possible to ensure that we receive it within 30 days of refund approval. Not meeting this deadline could affect the processing of your refund.

Charge Refund:

• Our mistake (wrong item shipped, quality issue, etc.) — full refund, including the original shipping fee, and we cover return shipping.
• Change of mind — accepted within 30 days of receipt. We cover return shipping, but the original shipping fee (if your order wasn't eligible for free shipping) is non-refundable.
• All other return requests — accepted, but you'll be responsible for return shipping, and the original shipping fee (if applicable) is non-refundable.

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, refunds are returned to the payment method used to make the original purchase. It's important to note that the time taken for the refund to reflect on your account may vary depending on the payment method used and can also be influenced by the processing time of the card issuer. Thank you for the support!