MEMOMIND AFTER-SALES POLICY

Last update: 【Aug 11, 2026 】

This After-Sales Policy outlines MEMOMIND’s policies regarding shipping, warranty, returns, and replacement services for MEMOMIND products purchased through authorized sales channels. MEMOMIND (“we”, “us”, or “our”) provides a limited warranty for the MEMOMIND product main unit and related accessories subject to the terms and conditions set out as follows.

Definitions

Non-Prescription Lens Products: MEMOMIND products with standard non-corrective lenses.

Prescription Lens Products: MEMOMIND products customized with prescription lenses based on the customer's vision requirements.

Unless otherwise specified, different warranty terms, return policies, and service terms may apply to Non-Prescription Lens Products and Prescription Lens Products.

1. Warranty Policy

1.1. Warranty Start Date

All warranty periods are calculated from the original date of purchase.

1.2. Coverage for Non-Prescription Lens Products

*Customers are responsible for the shipping costs incurred for returns made within the Return Window.

1.3. Warranty Eligibility

Warranty service is available only if all of the following conditions are met:

• The product was purchased from MEMOMIND or an authorized sales channel.
• Valid proof of purchase is provided.

The following situations are not covered by the warranty:

• Normal wear and tear.
• Cosmetic damage or scratches on lenses.
• Damage resulting from accidents, misuse, abuse, or neglect.
• Unauthorized modifications, disassembly, or repairs.

1.4. Customs, Duties, and Taxes

If a product is shipped across national borders for warranty service, customs duties, import taxes, export duties, or customs clearance fees may apply.

Within the Warranty Coverage

For the product experience quality issue covered under Warranty Coverage, MEMOMIND will bear the applicable shipping costs, customs duties, taxes, and customs clearance fees incurred in connection with the warranty service.

Beyond the Warranty Coverage

For paid repair/replacement services beyond the Warranty Coverage, any applicable shipping costs, customs duties, taxes, customs clearance fees, and repair charges will be communicated to the customer in advance. Such charges shall be borne by the customer only after the customer has reviewed and agreed to them. No paid service will be performed without the customer's prior approval.

1.5. Post-Repair Warranty

If a device is repaired or replaced under warranty, the repaired or replacement product will be covered by the longer of:

• The remainder of the original Warranty Period; or
• A 90-day limited warranty commencing on the date the repaired or replacement product is delivered to the customer.

2. Return Policy

2.1. Return Window

Customers may request a return within 14 days of receiving the Non-Prescription Lens Products, provided that the product meets the applicable return eligibility requirements.

Due to the customized nature of Prescription Lens Products, including lenses manufactured to a customer’s prescription, all sales are final. Once production has commenced, returns or exchanges will not be accepted except where the product has a quality defect or as otherwise required by applicable law.

Please Note that customers are responsible for the shipping costs incurred in connection with returns made within the Return Window.

2.2. Return Conditions

Returned products must:

• Be in like-new condition;
• Be returned in the original packaging; and
• Include all original accessories, manuals, and other packaging materials.

2.3. Non-Returnable Items

Returns will not be accepted in the following circumstances:

• Products showing normal wear and tear or signs of use beyond what is necessary to inspect the product;
• Products with user-caused damage; or
• Customized products after 24 hours from order confirmation

2.4. Refunds

If your refund request is approved, we will reimburse you for all payments received from you in connection with the purchas. Unless otherwise permitted by applicable law, reimbursement will be made without undue delay using the same payment method that you used for the original transaction, unless you have expressly agreed otherwise.

Unless we have agreed to bear the return shipping costs or required by applicable law, you are responsible for the direct cost of returning the goods. Processing times may vary depending on the financial institution, without undue delay and in accordance with applicable consumer laws. We may withhold refunds until we have received the returned goods or you have supplied evidence that you have sent back the goods, whichever occurs first, where permitted by applicable law.

3. Replacement Policy

3.1. 30-Day Quality Replacement

Products found to have a manufacturing defect within 30 days of delivery shall be eligible for a replacement, subject to MEMOMIND's technical assessment.

Before returning a product, customers are responsible for backing up and deleting all personal data before return. MEMOMIND will not be liable for any loss of data.

3.2. Warranty Exchange Policy (Within Warranty Coverage)

Products determined by MEMOMIND, following its technical assessment, to have a manufacturing defect within the applicable Warranty Coverage may be eligible for replacement. However, MEMOMIND reserves the right, at its sole discretion, to provide a repair instead of a replacement where appropriate.

3.3. Replacement Process

To obtain a replacement under this Warranty, the customer may return the defective product and provide the shipment tracking number.

Once the return shipment has been confirmed, MEMOMIND will initiate the production (where applicable), and arrange for the shipment.

For Prescription Lens Products, replacement products may require re-manufacturing due to their customized nature, which could extend processing times.

All costs associated with the replacement service will be covered by MEMOMIND

4. Legal Disclaimer

To the fullest extent permitted by law, MEMOMIND shall not be liable for:

• Delays in shipping caused by carriers
• Delays resulting from customs clearance
• Data loss stored on returned devices

5. Customer Support

For after-sales support, please contact us at: support@memo-mind.com

Our customer support team is available to assist you Monday–Sunday, 9:00AM-6:00PM (CET) and will respond as promptly as possible.