After-Sales Repair Service Policy
Professional inspection · Genuine parts · Standard warranty · Full traceability
Warranty Policy
GlaxReality provides official after-sales service for AR glasses and accessories in accordance with national three-guarantee regulations. Warranty periods differ for devices and accessories; return and exchange rules apply by purchase date.
Warranty Period
- Device (AR glasses host): 12 months from date of purchase
- Accessories (charger, cable, charging dock, case, etc.): 3 months from date of purchase
Return & Exchange Rules
- Within 7 days: performance faults as defined by national regulations — return, exchange, or free repair
- 8–15 days: performance faults — exchange or free repair
- After 15 days within warranty: free repair service
Exclusions
The following are not covered under free warranty; repairs incur parts and labor charges:
- Products purchased through non-authorized channels
- Incomplete accessories, damaged packaging, or cosmetic damage caused by the user
- Damage from negligence, misuse, or abuse (liquid ingress, drops, crushing, scratches, etc.)
- User disassembly or repair/modification by non-authorized service providers
- Use of non-GlaxReality approved accessories or consumables
- Faults caused by incorrect or non-standard operation
- Normal wear (e.g. natural coating wear on lenses, headband elasticity loss)
- Beyond the three-guarantee validity period
- Unable to provide valid warranty proof and purchase invoice (except when still within warranty)
- Damage caused by force majeure (fire, flood, earthquake, lightning, etc.)
Statutory three-guarantee coverage applies only to quality defects and performance faults. Lens breakage, drops, water damage, and scratches are typically classified as user-caused damage, with repair costs borne by the consumer.
Service Process
Standard flow: Free inspection → Liability assessment → Quote confirmation → Professional repair → Pickup / return
- 1
Contact official support
Call the hotline or submit a repair request on our website
- 2
Back up data
Back up important data on the device before sending it in
- 3
Ship the device
Send to the designated service center per support guidance (original packaging recommended)
- 4
Receive quote
Service center inspects and issues a repair plan and formal quote
- 5
Confirm repair
Repair begins after you approve the quote
- 6
Pickup / delivery
You are notified when repair is complete for pickup or return shipping
Service Turnaround
Actual timelines are confirmed after inspection; holidays may extend processing.
| Service type | Estimated time |
|---|---|
| Routine repair | 1–3 business days |
| Complex faults | 3–7 business days |
| Mail-in service | 5–15 business days (including logistics) |
Post-Repair Warranty
- All replaced parts are covered for 90 days from pickup date.
- Parts repaired or replaced under warranty continue coverage for the remaining warranty period; if less than 3 months remain, coverage is extended to 3 months.
Out-of-Warranty Pricing
For out-of-warranty or user-caused damage: repair cost = parts + labor + logistics (if applicable). Reference part prices are subject to official inspection and quote.
- Service center issues a formal quote before repair; you may accept or decline
- Parts charged based on actual replacements
- Logistics charged as incurred (collect or prepaid)
- Reference prices only; final pricing is per official service center inspection
Important Notes
Service channel
- Prefer GlaxReality authorized service centers for genuine parts and standard warranty
- Do not disassemble the device yourself (may cause permanent damage and void warranty)
- Do not use non-genuine parts
Cost confirmation
- Request a written repair quote before service
- Confirm included charges (parts, labor, logistics, etc.)
- Keep repair records and invoices for future reference
Data backup
- Back up important data before sending the device for repair
- Repair may involve system reset; service center is not liable for data loss
Disclaimer
- This policy is the official after-sales policy of Guangdong Gudong Intelligence Technology Co., Ltd., applicable in mainland China.
- Warranty terms may vary by product model; refer to the warranty card included at purchase.
- Actual repair costs are per the formal quote from the official service center after inspection.
- GlaxReality reserves the right of final interpretation and modification of this policy.