Refund Policy

Last Updated: April 18, 2026

At XAQ Vision, we stand behind the quality of our thermal imaging products. This Warranty & Refund Policy explains your rights and our commitments when you purchase from us.

1. 30-Day Refund Policy

We want you to be completely satisfied with your purchase. If for any reason you are not, you may return eligible items within 30 days of the delivery date.

Conditions for return:

Products must be in new, unused condition with all original packaging, accessories, manuals, and labels.
The return request must be initiated within 30 days of delivery.
Proof of purchase (order number or receipt) is required.

Non-returnable items:

Products damaged by misuse, improper handling, or unauthorized modification.
Custom or personalized orders.
Items purchased from unauthorized resellers.

How to return:

Contact us at [support@xaqvision.com] with your order number and reason for return.
We will provide a return authorization and the return shipping address.
Pack the item securely in original packaging and ship it back.
Once we receive and inspect the returned item, we will process your refund.

Refund amount:

Original shipping fees are non-refundable, unless the return is due to our error (wrong or defective item).
Return shipping costs are the responsibility of the buyer, except for defective or incorrect items.
Refunds will be issued to the original payment method within 7–10 business days after approval.

2. 2-Year Limited Warranty

XAQ Vision warrants that our thermal devices (monoculars, binoculars, and rifle scopes) are free from defects in materials and workmanship for a period of two (2) years from the original date of purchase.

What is covered:

Manufacturing defects (e.g., faulty sensors, electronic failures, lens defects).
Hardware malfunctions under normal use as described in the user manual.
Battery defects (if internal battery fails within the warranty period due to manufacturing).

What is NOT covered:

Accidental damage (drops, impacts, water damage beyond IP rating).
Damage caused by improper use, modification, disassembly, or unauthorized repair.
Normal wear and tear (scratches on housing, lens coating wear, battery life degradation over time).
Damage from exposure to extreme temperatures, fire, or chemicals.
Accessories (lens caps, straps, USB cables, SD cards, carry cases).

How to make a warranty claim:

Email hti08@outlook.com with:
- Order number and proof of purchase.
- Clear description of the issue.
- Photos or video showing the defect (if possible).
Our support team will evaluate the claim within 2–3 business days.
If approved, we will provide instructions for returning the defective unit.
After inspection, we will, at our option:
- Repair the product,
- Replace it with the same or equivalent model, or
- Issue a refund (if repair or replacement is not feasible).

Shipping for warranty claims:

Customer pays for shipping the defective product to us.
We pay for shipping the repaired or replacement product back to the customer (domestic only; international customers pay return shipping).

3. Defective on Arrival (DOA)

If your product arrives damaged or does not work out of the box, please contact us within 7 days of delivery. We will cover return shipping and send a replacement immediately, subject to stock availability.

4. Warranty Transfers

The warranty applies to the original purchaser and is not transferable to second-hand owners or resellers.

5. International Customers

International returns for refund are subject to the same 30‑day policy, but return shipping costs are paid by the customer.
Warranty service for international customers: we will cover the cost of the replacement unit, but you are responsible for shipping the defective unit to us and any customs/duties incurred.
Please check local import regulations before purchasing. XAQ Vision is not responsible for seized or delayed shipments due to customs restrictions.