1. Timeframe for requesting a return

The customer has 7 calendar days, counted from the delivery date registered by the courier company, to request a return.

All requests must be made in writing to info@lentes-smart.com before sending any product.

2. Mandatory requirements

For a return to be accepted, the product must strictly comply with the following:

• Be in the same condition as it was received.
• Show no signs of use or wear.
• Retain all original labels, accessories, manuals, and packaging.
• Include proof of purchase.

3. Official procedure

No return will be valid without prior authorization from Lentes-Smart.com.

Once the request is approved, the customer will receive formal instructions for shipping the item.

4. Logistics costs

Only in the following case will Lentes-Smart.com cover the return shipping:

• Product with a verified manufacturing defect within the current warranty period.

In any other case, shipping and logistics costs will be the responsibility of the customer. Original shipping costs and logistics fees are not refundable, unless the factory warranty applies in accordance with point 11-B of this policy.

5. Reporting incidents upon receipt

The customer must inspect the order upon delivery. Any incident must be reported within the first 24 hours after the registered delivery, by sending the following to info@lentes-smart.com:

• Photographs of the product.
• Photographs of the packaging.
• Detailed description of the problem.

6. Products not eligible for return

As these are electronic devices for personal use, the following will not be eligible for return:

• Items showing signs of use.
• Products on sale or clearance.
• Damage caused by drops, impacts, humidity, liquids, or incorrect handling.
• Damage from charging with non-original or non-certified chargers.
• Change of mind or regret.
• Personal or professional performance expectations.
• Battery life.
• Moderate heating of the device, considered normal operation.
• Error in choosing the model.
• Incompatibility with the customer's devices.
• Delays within the estimated delivery times.
• Natural wear and tear from use.
• Requests submitted outside the warranty period.

Intended product use

SmartX™ glasses are designed exclusively for recreational, casual, personal, and technological entertainment use.

They are not designed or guaranteed for:

• Professional audiovisual use.
• Intensive continuous recording.
• Professional surveillance or monitoring.
• Critical work activities.
• Specialized audiovisual production.
• Any technical use requiring prolonged professional performance.

Performance may vary depending on the type of use, configuration, connectivity, activated functions, and operating conditions. Returns based on expectations of professional performance or uses other than the recreational purpose of the product will not be processed. Only manufacturing defects duly proven within the current warranty period are excepted.

7. Deliveries confirmed by courier

When the shipping company registers the order as DELIVERED:

• The delivery obligation of Lentes-Smart.com will be considered fulfilled.
• Any claim for "order not received" must be managed directly with the corresponding courier service.
• The proof of delivery, logistics evidence, and carrier's geolocation will be considered valid proof.

8. Packages not delivered due to customer's fault

If the order cannot be delivered due to an incorrect or incomplete address, absence of the recipient, refusal to receive, or lack of response, the customer must cover the cost of the new shipment.

In case of package return due to these reasons, the refund will be partial, deducting shipping and logistics costs.

9. Responsibility for shipping address

It is the sole responsibility of the customer to provide a correct and complete address when placing the purchase. Lentes-Smart.com is not responsible for failed deliveries resulting from incorrect information provided by the customer.

10. Order cancellation

Orders can only be canceled before they are shipped. Once processed or handed over to the courier company, cancellation will not be possible.

11. Refunds

A) Refund for approved return

The refund will only be processed once the product has been received and inspected by the technical team, who will determine if it meets the established requirements.

Shipping and logistics charges are not refundable under any circumstances, unless the factory warranty applies in accordance with section B of this point.

B) Factory warranty

The warranty covers exclusively verified manufacturing defects for a period of 30 calendar days from the delivery date registered by the courier company.

Process to claim warranty

1. The customer must report the fault within the current warranty period by sending an email to info@lentes-smart.com with photographs of the product, a detailed description of the defect, and proof of purchase.
2. Lentes-Smart.com will evaluate the request and, if appropriate, issue a formal shipping authorization. No product sent without prior authorization will be received or processed for warranty.
3. The shipping costs of the product to our facilities are initially borne by the customer.
4. Any product received for an alleged fault will be unpacked in a recorded video, as official proof of the physical condition in which the return is received. This video will constitute valid evidence in any subsequent dispute or claim.
5. Once the product is received, our technical team will conduct a review within 3 to 5 business days to determine if the fault corresponds to a manufacturing defect.

Resolution based on technical review result

If a manufacturing defect is confirmed, the customer can choose between:

If a manufacturing defect is not confirmed, the product will be returned to the customer. Return shipping costs will be borne by the customer, and previously paid shipping costs will not be refunded.

Causes that void the warranty

The warranty will not apply in any of the following cases:

• Damage from drops, impacts, humidity, liquids, or incorrect handling.
• Signs of improper use or modifications to the product.
• Failures due to incompatibility with the customer's devices.
• Damage from charging with non-original or non-certified chargers.
• Natural wear and tear from use.
• Battery life and moderate heating of the device, considered normal operation.
• Expectations of professional performance or uses other than the recreational and personal purpose for which the product is designed.
• Requests submitted outside the 90-calendar-day period.

12. Valid evidence in disputes

The customer accepts the following as valid evidence:

• Tracking guides.
• Courier delivery confirmation.
• Warehouse photographic evidence.
• Logistics records.
• Communication records between both parties.

13. Fraud prevention and payment disputes

Lentes-Smart.com reserves the right to present the following as valid evidence to banking institutions, payment gateways, or relevant authorities:

• Order confirmation.
• Purchase IP address.
• Payment records.
• Tracking guide.
• Delivery confirmation.
• Photographic or logistical evidence of shipment.
• Communications with the customer.
• Acceptance of these terms and policies.

14. Express acceptance

By making a purchase, the customer declares to have read, understood, and fully accepted this policy.

Likewise, the customer expressly acknowledges that the products sold by Lentes-Smart.com are recreational and personal use devices, not intended for professional or specialized technical purposes.

15. Jurisdiction

For any controversy arising from the purchase, the parties submit to the laws and competent courts of Mexico, expressly waiving any other jurisdiction that may correspond to them.