Refund policy
Sensofinity Warranty Policy
Last updated: 08 September 2025
1. Who provides this Warranty?
This Limited Warranty (“Warranty”) is offered by Sensofinity (Pty) Ltd, acting as the authorised representative of XREAL products in South Africa. Throughout this document, “we”, “us”, or “our” refers to Sensofinity; “you” refers to the original purchaser or end-user.
2. What does this Warranty cover?
This Warranty covers manufacturing defects and workmanship issues in XREAL-branded products sold through authorised Sensofinity or XREAL sales channels, when used in line with the product manuals and intended purposes.
It does not cover products purchased second-hand, through unauthorised sellers, or bundled with non-XREAL goods.
Please note: This Warranty is an additional benefit and does not replace or limit any rights you may have under South African consumer protection laws.
3. Duration of Coverage
• Standard coverage is 12 months from the date of delivery to you.
• If consumer law in your jurisdiction requires a longer period, that legal period will apply.
• Replacement units or parts provided under warranty carry a new 30-day coverage or the remainder of your original warranty — whichever is longer.
4. What we will do if something goes wrong
If your product is faulty and within the Warranty Period:
• We will repair or replace it at our cost (including return shipping), if the issue falls under this Warranty.
• If the issue is not covered (see Section 7 below), you can request a paid repair or have the product returned to you at your own cost.
• If no defect is found, the product will be returned and you will be responsible for the shipping and handling charges.
Replacements may use equivalent parts rather than identical ones, but functionality will be the same.
⚠️ Please back up your data before sending a device for repair or replacement. We cannot guarantee recovery or preservation of personal data.
5. Exclusions: What’s not covered
This Warranty does not cover:
• Damage from accidents, misuse, rough handling, or improper storage (e.g., extreme heat, humidity, liquid exposure).
• Normal wear and tear (e.g., scratches, cracked screens, cosmetic issues).
• Repairs, modifications, or disassembly carried out by non-authorised parties.
• Use of unapproved accessories or third-party apps.
• Products purchased through unauthorised or second-hand sellers.
• Data loss or costs related to data recovery.
• Claims made after the Warranty Period has expired.
6. Limitation of Liability
To the fullest extent allowed by law:
• We are not liable for indirect, incidental, punitive, or consequential damages (such as lost profits, data loss, or downtime).
• Our maximum liability is limited to the original purchase price of the product in question.
Some jurisdictions do not allow these limitations, so they may not apply to you.
7. Making a Warranty Claim
If you believe your product is defective:
1. First, review the user manual or visit https://xreal.africa/pages/support for troubleshooting.
2. If the issue persists, contact us at xreal.support@sensofinity.com with:
• Your order number and proof of purchase.
• Product serial number.
• A description of the fault (photos or video help).
• Your current delivery address and contact details.
Once confirmed, we will provide return instructions. Please package the product securely; damage caused by poor packaging may void coverage.
8. Contact Us
For warranty assistance or questions about this policy, please contact: