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Return & Refund Policy

This policy explains our return, refund, and cancellation terms so you know exactly what to expect.

1. Eligibility for Returns

Domestic (USA Orders)

  • Eligible products purchased from Knoxlabs can be returned within 30 days of the purchase date.

  • To qualify, items must be unopened, unused, and in new condition, with all original packaging and accessories included.

  • Returns are accepted only for eligible products (see below for non-returnable brands).

International Orders

  • We do not accept returns, refunds, or exchanges for international orders.

  • Customers are responsible for all customs fees, import duties, and taxes.

  • If you need help with customs coordination, please email orders@knoxlabs.com before placing your order.

2. Non-Refundable & Non-Exchangeable Brands

Due to manufacturer policies, international logistics, and warranty processes, the following brands are non-refundable, non-exchangeable, and cannot be canceled after 24 hours of purchase:

AMVR, bHaptics, BoboVR, Cleanbox, etee by TG0, HelloReal, HTC Vive, Icaros, KatVR, Kiwi Design, Magic Leap, Manus, Meta, MOXI, Nofio, Omnicharge, Pimax, ProtubeVR, Rebuff Reality, Rokid, ROTO, SenseGlove, Sony, StretchSense, StrikerVR, Tyco Tech, Varjo, Weart, Xsens

⚠️ Orders containing products from these brands are final sale once processing or shipping begins.

3. Ineligible Product Types

The following products are not eligible for return, refund, or exchange:

  • Software licenses, activation codes, or digital subscriptions

  • Custom-configured or bundled kits

  • Pre-installed or provisioned headsets

  • Items marked “Final Sale” or “Non-Returnable” on the product page

  • Any item showing signs of use, tampering, or damage not caused by shipping

4. Return Process (Domestic Only)

To request a return, email hello@knoxlabs.com with:

  1. Your order number

  2. The item(s) you wish to return

  3. The reason for return

  4. Photos or videos if there is any defect, damage, or incorrect item

Once approved, our team will provide instructions and a return authorization (RMA). Unauthorized returns will not be accepted.

Eligible return reasons include:

  • Damaged or defective product (requires photo/video proof)

  • Wrong item received (requires proof of received item)

  • Missing parts (requires proof)

  • Other valid reasons as reviewed by Knoxlabs

5. Shipping Costs

  • Knoxlabs covers return shipping if the return is due to our error (e.g., wrong or defective item).

  • For customer-initiated returns (unopened items only), return shipping costs will be deducted from the refund.

  • Declined or ineligible returns will not be refunded and must be re-shipped at the customer’s expense.

6. Restocking Fees

  • A 20%–50% restocking fee applies for returns involving missing parts, damaged packaging, or opened items.

  • No restocking fee applies to unopened items in new condition.

  • The restocking fee will be deducted from the total refund.

7. Refund Process

  • Refunds are processed once returned items are received and inspected.

  • Approved refunds will be issued to the original payment method within 10 business days.

  • Shipping and restocking fees (if applicable) will be deducted.

  • If you do not see your refund after 10 business days, please first contact your bank or card issuer, then email hello@knoxlabs.com.

8. Cancellations

  • Orders may be canceled within 24 hours of purchase if they have not yet entered fulfillment or shipping.

  • Orders for the brands listed above cannot be canceled after 24 hours.

  • Once fulfillment begins or tracking is issued, cancellation is not possible.

9. Carrier-Confirmed Deliveries

Knoxlabs is not responsible for shipments marked as “delivered” by the carrier’s tracking system.
If your tracking number shows the package as successfully delivered but you did not receive it, please contact the shipping carrier directly to file a claim or start an investigation.
Knoxlabs cannot issue refunds or replacements for items confirmed as delivered by the carrier.

10. Final Sale Items

All products from the non-refundable brands listed above, as well as software, licenses, and customized configurations, are considered final sale and not eligible for return or exchange.

11. International Orders Summary

  • No returns, refunds, or exchanges for international orders.

  • All duties, customs, and taxes are the buyer’s responsibility.

  • For customs assistance, contact orders@knoxlabs.com prior to shipment.

12. Contact Information

For returns, refunds, or warranty assistance:
📧 hello@knoxlabs.com

For logistics, customs, or order-related questions:
📦 orders@knoxlabs.com

13. Important Notes

  • Knoxlabs reserves the right to modify this policy at any time without notice.

  • By purchasing from Knoxlabs, you agree to this Return & Refund Policy.

  • This policy complies with applicable U.S. consumer protection laws.