Refund & Warranty Policy

Refund Policy

       1. Refund Scope

    • The refund will include the purchase price of the returned product and any associated sales tax.
    • The shipping charge associated with the original purchase will not be refunded.
    • Some shipping fees may apply upon return.

        2. Return Conditions

    • Purchase Channel: Only items purchased directly from xpai through the xpai Store can be returned to xpai. Items purchased through xpai’s authorized resellers and distributors must be returned in accordance with their respective returns and refunds policy.
    • Order Number Requirement: You must provide your xpai Store order number to initiate a return. For items received as a gift, you will need to provide the order number received by the purchaser. xpai is only able to issue a refund to the original payment method used by the purchaser.
    • Return Packaging: Items must be returned with all included accessories and packaging. Please ensure the item is repackaged with all cords, adapters, and documentation included when received.
    • Bundle Returns: If items were originally purchased as a bundle, all items from the bundle must be returned to receive a full refund of the bundle purchase price.
    • Free Items: If a free item was included with your purchase, it must be returned with the product(s) being returned. Failure to return the free item will result in a reduction of the refund by the prorated value of the free item.
    • Contents and Valuables: If the item being returned is capable of holding contents or valuables, please ensure all such contents and valuables are removed before returning. xpai is not responsible for any contents or valuables stored inside the product.
    • Return Shipping Label: xpai will provide a pre-paid return shipping label for your use. You will not be charged for the return shipping cost. However, the shipping charge associated with your original purchase will not be refunded.
    • Final Sale Items: Final Sale items may not be returned.

        3. Holiday Return Policy

    • We are extending the normal 30-day return window for items ordered between November 1 and December 31.
    • Items ordered from the xpai Store between November 1 and December 31 of this year may be returned until January 31 of the following year for a full refund, subject to the other terms of the official Return Policy and Limited Warranty Terms.

Limited Warranty Overview

        1. Warranty Period

    • General Product Warranty Period: xpai warrants to the original owner that the product will be free from defects in materials and workmanship for one (1) year from the date of purchase from xpai or an authorized retailer.
    • Refurbished Product Warranty Period: For refurbished products purchased via the xpai Refurbished Shop, the warranty period is thirty (30) days from the date of purchase.
    • Warranty Options: xpai, at its sole discretion, may either replace any defective product or component or accept the return and refund the original purchase price. Refunds may be issued to the original payment method, as a xpai store credit, or as a gift card. This warranty is non-transferable and applies only to the original purchaser.

        2. Warranty Coverage

    • Replacement Terms:
      • Replacements may be made with new or refurbished products or components at xpai’s discretion.
      • For non-refurbished products, any replacement will be covered under the Limited Warranty for the longer of:
        1. Three months from the date of replacement.
        2. The remaining applicable Warranty Period on the replaced product.
      • For refurbished products, any replacement will be covered under the Limited Warranty for thirty (30) days from the date of replacement.

        3.Exclusions

    • Products (other than refurbished products) submitted beyond the original one-year warranty period.
    • Product issues not related to quality within 30 days after purchase.
    • Products submitted without valid proof of purchase.
    • Products located outside the United States.
    • Products purchased from unauthorized resellers.
    • Lost or stolen products.
    • Products received without charge in a xpai giveaway, donation, as a promotional free item, or as samples.
    • Products repaired by unauthorized parties.
    • Products subjected to falls, extreme temperatures, water, or other operating conditions contrary to xpai documentation.
    • End of Life products, including xpai Sense v1.
    • Contents or valuables stored inside the xpai product.

        4. International Warranty Policy

    • Coverage Area: Currently, the warranty is only supported in the 48 contiguous United States, Alaska, Puerto Rico, and Hawaii.
    • Unauthorized Sellers: Most sellers located outside the United States are not authorized.
    • US Residents: If you are located in the US with a valid mailing address, please contact our support team for assistance.

Important Notes

  • If the product you are returning is capable of holding contents or valuables, please ensure all contents and valuables are removed before returning.
  • xpai is not responsible for any contents or valuables stored inside the product.