1. Return request period

We only accept returns for verified manufacturing defects.

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 meet the following:

• Be in the same condition in which it was received.
• Show no signs of use or wear.
• Keep its labels, accessories, manuals and complete original 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 product.

4. Logistics costs

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

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

In any other case, shipping and logistics costs are the customer's responsibility. Original shipping charges and logistics costs are non-refundable, unless the factory warranty applies under point 11-B of this policy.

5. Reporting issues upon receipt

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

• Photos of the product.
• Photos of the packaging.
• A detailed description of the problem.

6. Products not eligible for return

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

• Items showing signs of use.
• Sale or clearance products.
• Damage caused by drops, impacts, moisture, liquids or improper handling.
• Product firmware updates not authorized by SmartX Vision technical service.
• Damage from charging with non-original or non-certified chargers.
• Change of mind or buyer's remorse.
• Products modified by the user or third parties.
• Personal expectations or expectations of professional performance.
• Size of the glasses.
• Battery life.
• Moderate heating of the device, which is considered normal operation.
• Choosing the wrong model.
• Incompatibility with the customer's devices.
• Delays within the estimated delivery times.
• Natural wear from use.
• Requests submitted outside the warranty period.

Intended use of the product

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

They are not intended or guaranteed for:

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

Performance may vary depending on the type of use, settings, connectivity, active features and operating conditions. Returns based on expectations of professional performance or uses other than the product's recreational purpose will not be accepted. The only exception is duly verified manufacturing defects within the current warranty period.

7. Deliveries confirmed by the carrier

When the shipping company records the order as DELIVERED:

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

8. Packages not delivered due to the customer

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

If the package is returned for these reasons, the refund will be partial, deducting shipping and logistics costs.

9. Responsibility for the shipping address

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

10. Order cancellation

Orders may only be canceled before they are shipped. Once processed or handed over to the shipping company, they cannot be canceled.

11. Refunds

A) Refund for an approved return

Refunds will only be issued once the product has been received and inspected by the technical team, who will determine whether it meets the established requirements.

Shipping and logistics charges are non-refundable under any circumstances, unless the factory warranty applies under section B of this point.

B) Factory warranty

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

Warranty claim process

1. The customer must report the failure within the current warranty period by emailing info@lentes-smart.com with photos of the product, a detailed description of the defect and proof of purchase.
2. Lentes-Smart.com will evaluate the request and, if it is valid, will issue a formal shipping authorization. No product sent without prior authorization will be received or processed under warranty.
3. The cost of shipping the product to our facilities is initially paid by the customer.
4. Every product received for an alleged failure will be unboxed on video as official record 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 inspect it within 3 to 5 business days to determine whether the failure is a manufacturing defect.

Resolution based on the technical inspection

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

If no manufacturing defect is confirmed, the product will be returned to the customer. Return shipping costs will be paid 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, moisture, liquids or improper handling.
• Signs of misuse or modifications to the product.
• Failures resulting from incompatibility with the customer's devices.
• Damage from charging with non-original or non-certified chargers.
  
• Any modification made to the product.
• Natural wear from use.
• Battery life and moderate heating of the device, which are considered normal operation.
• Expectations of professional performance or uses other than the recreational and personal use for which the product is intended.
• Requests submitted outside the 30-calendar-day period.

12. Valid evidence in disputes

The customer accepts the following as valid evidence:

• Tracking numbers.
• The carrier's delivery confirmation.
• Photographic evidence from the warehouse.
• Logistics records.
• Records of communication between both parties.

13. Fraud prevention and payment disputes

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

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

14. Express acceptance

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

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

15. Jurisdiction

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