Refund policy

Customers may request a return within 7 calendar days from the date of delivery, subject to the following conditions:

1. Eligible for Full Refund

• The product is unopened, unused, and in its original packaging;
• The digital product, or activation code that has not been opened, downloaded, or activated;

2. Partial Refund or Rejection of Return

Returns may be subject to a restocking fee of up to 20% (minimum USD $50), or denied entirely, under the following circumstances:

• The return request is submitted after 7 calendar days from the delivery date;

• The product has been opened or used;

• The original packaging is damaged, incomplete, or missing;

• Essential components, accessories, documentation, or the serial number label are missing;

• The product shows signs of wear, cosmetic damage, or misuse;

• A valid proof of purchase (invoice or order confirmation) is not provided；

• Unauthorized repairs or modifications；

• Virtual goods, audiovisual products, computer software, and other digital products or software are not eligible for return.

All returns must be pre-approved by XGRIDS Customer Support and shipped back within 15 days of return authorization.

How to Start a Return

To start a return, please contact us at xgrids_tech_support@xgrids.com

with:

• Your order number,

• A brief description of the issue,

• Photos of the product and packaging，

• Other evidence to support your reason for return (if applicable).

Returns must be shipped to the designated address provided by our support team. Items sent back without prior authorization will not be accepted.

Refunds

Once we receive and inspect the returned product, we will notify you of the refund status. If approved, a refund will be issued to your original payment method within 15 business days.

Please note:

• It may take additional time for your bank or card issuer to process and post the refund.

• If you have not received a refund within 15 business days after approval, contact us at xgrids_tech_support@xgrids.com.

Shipping Costs 

• If the return is due to a verified product defect or incorrect shipment: XGRIDS covers round-trip shipping.

• If the return is due to customer reasons (e.g., change of mind): Customer is responsible for return shipping and all related costs.

2. Replacement Policy

Customers may request a one-time product replacement within 15 days from the delivery date under the following conditions:

• The product has a verified manufacturing defect;

• The product was damaged during shipping and officially rejected with documentation;

• The delivered item does not match the product ordered (e.g., incorrect model or color).

• Replacements may be denied if:

• The product has been used, modified, or returned with missing parts or damaged packaging;

• The replacement request is submitted after the 15-day from the delivery date ;

• The issue is due to user error, mishandling, or unauthorized repair;

• Proof of purchase is not provided or incomplete；

• Performance failures caused by human factors or force majeure events (such as fire, flood, lightning strikes, traffic accidents, etc.);

• Products that have undergone unauthorized repairs, alterations, or disassembly; products with damaged or tampered compulsory certification marks, product labels, serial numbers, waterproof marks, anti-counterfeit marks, or packaging;

• Products with irreparable appearance damage or usage traces, or with retained authorization information or unreasonable personal usage data that cannot be removed;

• Quality issues resulting from collisions, damage, unauthorized modifications, intrusion of foreign substances (such as water, oil, sand, etc.), incorrect installation, or failure to use or operate the product in accordance with the user manual, where such issues are not caused by inherent product defects;

• Products damaged during transportation or handling in the process of return/exchange, where the customer fails to provide a damage certificate issued by the carrier;

• Virtual goods, audiovisual products, computer software, and other digital products or software are not eligible for exchange;

• Products confirmed by the XGRIDS technical department to be free of quality issues or not meeting the conditions for return/exchange;

• Other circumstances as stipulated by applicable laws and regulations, separately agreed by the parties, or set forth in this policy.

3. Warranty Coverage

XGRIDS products are covered by a limited warranty from the original purchase date, which includes repair or replacement of components due to defects in materials or workmanship.

Each part of product warranty period shall be based on the following table:

 

Main Components	Warranty Period
PortalCam	12 Months
Battery	6 Months and Charge Cycle less than 200 Times
Charger	3 Months
Other Accessories	3 Months

 

Supported Warranty Certificates

XGRIDS warrants that, under normal use, the products purchased by you/your company are free from defects in materials and workmanship during the applicable warranty period. To apply for warranty services, you/your company must provide valid proof of purchase or supporting documentation (such as a paper or electronic invoice).

Free warranty services shall only be available if all of the following conditions are met：

• The product is within the specified warranty period, used under normal conditions, and exhibits performance failures not caused by human factors or force majeure events;

• The product has not been disassembled, modified, or upgraded without authorization or in a manner inconsistent with official user manuals, and no other human-induced faults are present;

• Valid proof of purchase, documentation, and order number are provided.

 

Exclusions from Warranty

This warranty does NOT cover:

• Damage caused by misuse, accidents, impact, water ingress, or external force;

• Environmental damage (e.g., dust, humidity, corrosion, battery leakage);

• Use not in accordance with product instructions;

• Missing or tampered serial number;

• Cosmetic wear and tear not affecting product functionality;

• Products without valid proof of purchase；

• Accidents such as collisions, burning, or other damage caused by human factors and not by inherent product quality issues;

• Damage resulting from unauthorized modifications, disassembly, or opening of the product casing in ways not instructed by the official user manual;

• Damage caused by the customer’s own repair, installation, or modification of parts, or by entrusting repairs or modifications to third parties not authorized by XGRIDS, without official instructions;

• Damage caused by circuit alterations or improper use/matching of battery packs or chargers not guided by the official user manual;

• Loss of or damage to data caused by the product;

• Virtual goods, audiovisual products, computer software, licences, downloadable digital content, and other digital goods or software are not covered by warranty services;

• Product damage or malfunctions caused by force majeure events, such as fire, flood, lightning, or traffic accidents.

 

When applying for warranty services, please provide a detailed description of the issues with the product during your contact with XGRIDS after-sales service. XGRIDS technical support personnel will attempt to diagnose and resolve your issue via telephone, email, or remote assistance. XGRIDS may also guide you to download and install designated software updates. If the issue cannot be resolved through remote assistance, you will be required to return the product to XGRIDS for further inspection.

 

Fee

XGRIDS will inspect returned products. If the product, during the warranty period, meets the conditions for warranty, XGRIDS shall bear the repair costs as well as the two-way logistics costs.

If, after inspection, the product does not meet the conditions for free repair, XGRIDS will charge the corresponding fees based on the inspection results, including inspection fees, replacement part costs, labor fees, and logistics fees (including customs clearance). The customer may choose to proceed with paid repair services or bear the costs of having the original product returned.

 

Repair Quality

Within the warranty coverage, if the entire product (excluding accessories) is replaced, the replaced product shall be subject to a new warranty period.

If a component is replaced, the replaced component shall carry either the remaining warranty period of the main product or a 90-day warranty period, whichever is longer.

For out-of-warranty repairs, replaced components or accessories shall be covered by a limited warranty period of 90 days.

 

4. Return & Replacement Procedure

1. Submit a request through our Customer Support Center (e.g., xgrids_tech_support@xgrids.com) with your order number, issue description, and supporting photos.

2. If approved, return instructions will be provided. All products must be shipped with original packaging, all included accessories, and proof of purchase.

3. After inspection, eligible refunds or replacements will be processed within 14 business days.

4. Shipping Costs & Liability

• If the return or replacement is due to a product defect, incorrect delivery, or shipping damage:
 → XGRIDS will cover round-trip shipping costs.

• If the return is requested for non-defective reasons (e.g., change of mind):
 → The customer is responsible for return shipping and all associated costs.

• Products returned without authorization, refused upon delivery without cause, or returned in unacceptable condition will not be eligible for refund or exchange.

• Returns must be shipped to the designated address provided by our support team.

 

Product and Component Replacement Statement

Replacement products or components provided by XGRIDS may not be brand new, but they will be in good working condition and at least equivalent in performance to the replaced items without quality issues. The replaced product or component shall enjoy the same warranty coverage as the remaining warranty period of the original product.

XGRIDS will repair or replace the product based on the specific details of the product’s malfunction. XGRIDS reserves the right to retain the replaced parts or products as its property in order to provide lower service costs to you/your company.

5. Legal Notice & Limitation of Liability

XGRIDS’ liability is limited to the repair, replacement, or refund of the product in accordance with this policy.

XGRIDS shall only be liable for loss of or damage to the product under the following circumstances:

(1) When the product has been formally delivered to and is in the possession of XGRIDS; or

(2) When the loss or damage occurs during transportation of the product arranged by XGRIDS.

 

XGRIDS is not responsible for:

• Loss of data or content resulting from product use， please back up your data in advance.;

• Indirect, incidental, or consequential damages related to product performance or delivery.

Where prohibited by the suitable state law, such limitations will not apply.

 

Notwithstanding whether any provision of this Policy fails of its essential purpose, and regardless of whether a claim is based on contract, warranty, negligence, strict liability, or any other legal theory, XGRIDS and its affiliates, suppliers, distributors, or service providers shall not be liable under the following circumstances, even if they have been advised of the possibility of such damages:

1. Any damage claims brought against you/your company by third parties;

2. Loss, damage, or disclosure of your/your company’s data, or penalties incurred due to data-related issues;

3. Special, incidental, indirect, or consequential damages, including but not limited to loss of profits, business revenue, opportunities, goodwill, reputation, or anticipated savings.

4. In any event, the total liability of XGRIDS and its affiliates, suppliers, distributors, or service providers shall be limited to the actual direct damages suffered by you/your company, and shall not exceed the amount paid by you/your company for the product.

5. 

6. Contact

For any questions or service inquiries, please contact:

Email: xgrids_tech_support@xgrids.com

7. Other Notices

Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately at xgrids_tech_support@xgrids.com with photo evidence. We'll work to resolve the issue as soon as possible.

Due to product variations across different countries/regions, return, exchange, and warranty services may differ during the warranty period. XGRIDS may not provide after-sales services in certain regions, and services beyond the regular service scope may incur additional charges. Please contact the XGRIDS after-sales service team for details.

Due to product version differences, global warranty is not supported. Warranty services can only be provided at designated XGRIDS repair centers. If repair at a designated service center outside the original purchase region is required, XGRIDS will handle it at its discretion based on local inventory availability, and only paid services will be offered.

If you/your company wish to return products across countries/regions, any customs duties, clearance fees, or other related costs shall be borne solely by you/your company. For more details, please contact XGRIDS to obtain the specific return/repair instructions.

You/your company must ensure that any data or information provided to XGRIDS does not contain state secrets, military secrets, trade secrets, personal sensitive information, or any other confidential or restricted information. You/your company shall bear full legal liability and consequences for any breach of this obligation, and XGRIDS shall not assume any related liability or consequences. Please note that product repair may result in data loss, and you/your company are advised to back up your data in advance.

Do not return severely damaged batteries with broken cells, swelling, or leakage. If such batteries are returned, XGRIDS will dispose of them and will not return them.

If the delivery address provided by the customer is incorrect, or if the recipient refuses to accept delivery, the resulting losses shall be borne by the customer.

In the event of any inconsistency between the mandatory provisions of applicable laws and regulations and this Policy, the mandatory provisions of such laws and regulations shall prevail.

This Policy is formulated and interpreted by XGRIDS.