Refund policy
Return & Refund Policy
This Return & Refund Policy governs all stock orders, sample purchases and bulk orders of our Full Body Tracker and VR Motion Capture Sensor Kits placed through our website. Separate written agreements shall prevail for OEM and ODM custom projects. By placing an order with us, you acknowledge and accept the terms set out below.
1. General Return Eligibility
For standard in-stock items, you may submit a return request within **14 calendar days** from the date of delivery confirmed by the courier.
To qualify for return and refund:
- The product must remain unused, untested, unmodified and free from scratches, stains or physical damage;
- All original accessories, labels, protective films and complete factory packaging must be returned intact;
- A valid Return Merchandise Authorization (RMA) number must be obtained from our team before you ship back goods;
- You must provide the original order number and relevant proof of purchase.
Unauthorized returns sent without an RMA number will be rejected and returned to you at your own cost.
2. Return Shipping & Related Fees
For non-defective returns initiated by the buyer:
- The buyer shall bear all return shipping charges, customs duties, import VAT, brokerage fees and any other taxes incurred during return transit;
- The original shipping cost we charged for outbound delivery is **non-refundable**.
If we confirm the item suffers from manufacturing defect covered by this policy, we will coordinate the resolution, and the shipping arrangement will be agreed separately.
3. Inspection and Refund Processing
Once we receive your returned parcel, our technical team will conduct a full inspection.
- If the item passes inspection and meets all return requirements, we will process your refund within **7 business days**. The refund will be issued to the original payment channel;
- If inspection shows the item is damaged, modified or incomplete, we reserve the right to reject the return. The goods may be sent back to you, and you will be responsible for the associated freight.
4. Defective Goods Claim Procedure
If you receive a factory-defective tracker or sensor kit, you must notify us and submit clear photos and video evidence within **7 calendar days after delivery**.
Our engineering team will review the evidence. At our discretion, we may offer repair, replacement or partial/full refund.
We do not recognize defects caused by third-party software, open-source firmware, PC compatibility issues, improper setup or user operation errors.
5. Items NOT Eligible for Return or Refund
The following cases are excluded from return and refund, unless a separate written contract explicitly states otherwise:
1. All OEM, ODM, custom-programmed, custom-cased or custom-logo products produced according to your specifications;
2. Any tracker that has been disassembled, reflashed, flashed with third-party / SlimeVR firmware, modified, soldered or altered in hardware or software;
3. Products with physical damage: drops, impact, water immersion, dust ingress, overvoltage, short circuit, burn marks or broken connectors;
4. Items showing obvious signs of use, long-time running, scratch, wear or cosmetic damage;
5. Goods returned after the 14-day return window;
6. Promotional free gifts, spare parts and accessories supplied at no charge;
7. Orders where you simply change your mind after customs clearance, or where the package is detained, returned or abandoned by local customs due to unpaid duties or import restrictions;
8. Minor normal differences including slight color deviation, small packaging changes or component upgrades that do not affect core tracking performance;
9. Failures arising from incompatible PC, VR headset, VRChat, SlimeVR software updates or third-party ecosystem changes.
6. Warranty Distinction
Warranty coverage is independent of the 14-day return policy. Warranty terms are specified in your quotation or product manual. Warranty service does not automatically grant the right to return for refund.
7. Changes to This Policy
We reserve the right to revise this Return & Refund Policy at any time. Updates will be posted on this page with a new effective date. Your continued use of our website and ordering after updates means you accept the revised terms.
8. Contact Information
For RMA requests, defect claims or enquiries about this policy, please contact us:
Email: SlimeVR@163.com
WhatsApp: 0086 19925132175
Footer short summary (for checkout page / product page)
Returns for standard stock items must be requested within 14 days after delivery, with original packaging intact and RMA approved. Buyer covers return freight and all import taxes. Reflashed, disassembled, physically damaged and custom OEM/ODM items are non-returnable and non-refundable.