Warranty Policy

1. Scope of Application & Warranty Period

• Eligibility: This Limited Consumer Warranty applies exclusively to original products purchased directly from RayNeo official channels or authorized RayNeo retailers. Coverage is restricted to supported destination countries listed on our official website.

• Warranty Duration:

  • Standard Period: The main device unit and included charging case accessories are covered for 1 year starting from the date of delivery.

  • EU/EFTA Region: Products delivered within the European Union (EU) or European Free Trade Association (EFTA) receive a 2-year warranty period.

  • Statutory Laws: If local consumer protection laws in your jurisdiction mandate a longer guarantee period, local statutory requirements shall override this policy.

• Extension for Service Period: If your product is retained by RayNeo for evaluation or repairs, the total warranty period will automatically extend by the exact number of days the device was in official custody.

2. Proof of Purchase & Pre-Repair Requirements

• Valid Proof Required: Warranty claims must be accompanied by a verifiable proof of purchase (such as an official order number or sales invoice) clearly indicating the original date of delivery/purchase.

• Unverified Claims: Items sent to RayNeo without acceptable proof of purchase may be returned to the sender at the user's expense. If return shipping fees are unfulfilled, RayNeo will hold the item for 30 days for customer pick-up before disposal.

• Data Privacy & Customizations:

  • Users are required to back up their data and reset the device to factory settings prior to shipment. RayNeo is not liable for data loss during inspection or repair.

  • Please remove all personal decorations (e.g., custom stickers, custom coatings, or outer accessories) before sending the unit in. RayNeo assumes no responsibility for damaged or unreturned custom decorations.

3. Warranty Coverage & Expense Allocation

• Included Items: Coverage applies solely to the main hardware unit and accompanying charging gear against manufacturing defects under normal operating conditions.

• Remedies: For eligible defects occurring within the warranty window, RayNeo will—at its discretion—repair the hardware, supply a replacement, or issue a partial refund if servicing is deemed unfeasible. Replaced parts or products become the property of RayNeo.

• Replacement Units: Replacement hardware may consist of new, factory-refreshed, or re-manufactured units that meet original performance standards. Providing a replacement does not restart or extend the original warranty period unless mandated by local law.

• Shipping & Customs Costs:

  • Quality-Related Claims: RayNeo covers all round-trip shipping, logistics, and applicable customs fees for valid warranty repairs.

  • Non-Warranty / User-Caused Issues: If damages stem from user misoperation, physical impact, or external factors, the user is responsible for all shipping, inspection, labor, and component replacement costs.

4. Prescription Lenses Warranty

• Authorized Fitting Only: Installation, mounting, or replacement of prescription optical lenses must be performed directly by RayNeo or an authorized service provider. Damage resulting from unauthorized third-party lens modifications is explicitly excluded.

• 30-Day Manufacturing Guarantee: If prescription lenses arrive with factory defects or incorrect prescription fitment, customers are entitled to a free repair or replacement within 30 days of delivery.

5. What Is Not Covered (Exclusions)

This Warranty does not cover:

• Liquid Damage: Device failure caused by exposure of charging case metal contacts or internal circuitry to liquids, moisture, or severe humidity.

• Consumable Parts: Standard degradation of consumable items (such as batteries, protective films, and carrying cases) over time, unless failure occurred due to a defect in materials or workmanship.

• Physical Damage & Misuse: Scratches, cosmetic wear, or structural damage resulting from daily use, accidental drops, power surges, improper voltage connections, viruses, theft, fire, or willful neglect.

• Unauthorized Servicing: Issues caused by disassembly, modifications, or repairs attempted by non-authorized service providers.

• Incompatible Accessories: Damage arising from the integration or use of non-RayNeo branded parts, software, external wiring, or unapproved accessories.

• Tampered Labels: Products returned with altered, defaced, or missing serial numbers and warranty seals.

6. Logistics & International Returns

• Cross-Border Returns: Returning a product from a country other than the original delivery address requires prior authorization from RayNeo. The customer is responsible for all associated import duties, clearance fees, and international shipping charges.

• Delivery Errors: Losses resulting from inaccurate user delivery addresses or delivery rejections are the responsibility of the customer. For logistics issues caused by RayNeo’s designated shipping partners, RayNeo will arrange a replacement shipment or equivalent compensation through mutual agreement.

7. Limitation of Liability & Governing Version

• Logistics Liability: RayNeo is only liable for product damage or loss occurring during transit arranged directly by RayNeo.

• Legal Precedence: RayNeo reserves the right to update or modify this policy in accordance with applicable regional regulations. In the event of conflicting interpretations between translated language versions, the English version shall serve as the official standard.