Refund policy

1. Product Returns

1.1 Return Window

45-day no-reason return: Within 45 days from the date of receipt, you may request the return of your product package (core device and basic accessories) and receive a full refund.

1.2 Return Conditions

  • The item is returned within 45 days of the date of receipt
  • The returned package must be in its original condition and fully functional. All original packaging (accessories and manuals) must be included.
  • Package integrity: Basic accessories purchased together with the core device are part of the package and cannot be returned or refunded separately.
  • Damage or missing components: If a returned item is found to be damaged, missing components, or severely damaged in packaging, Dr.Look AI reserves the right to deduct a portion of the refund based on the specific circumstances.
  • Data & privacy: Please perform a reset and erase all personal data from the device before returning it. Upon receipt, Dr.Look AI will conduct an additional data wipe. Dr.Look AI is not responsible for any personal data remaining on returned devices.

1.3 Non-Returnable Situations

We reserve the right to refuse a return or refund request under the following circumstances:

  • The return request is submitted more than 45 days after the date of delivery.
  • The product was not purchased from the Dr.Look AI Official Store (drlookai.ai), or no corresponding order number can be found in our system.
  • If your order was placed through a third-party platform or authorized reseller (such as Amazon or other marketplaces), please contact the original seller directly for after-sales support, as their return and refund policies may differ from ours.
  • The returned product does not match the item in the original order, or the return was not pre-authorized by Dr.Look AI customer service.
  • The product is not returned to the designated return address provided by our team.
  • The return is incomplete — missing the product itself, original packaging, accessories, manuals, gifts, or any other items included in the original shipment.
  • Damage is caused by collision, drops, liquid intrusion (water, oil, sand, etc.), unauthorized modification, or improper use not in accordance with the product instructions

2. Refund Process

2.1 How to Request a Refund

Email support@drlookai.ai with the following information:

  • Order number
  • Product serial number (SN)
  • Reason for the return
  • Photos or videos clearly showing the issue (required for defective or damaged items)

2.2 Next Steps

Once our team reviews and approves your request, we will provide you with a return shipping instructions, along with the designated return address. Please ship the complete product — including all original packaging, accessories, manuals, and any included gifts — within 14 days of receiving return authorization.

2.3 Refund Timeline

After receiving and verifying the returned product, Dr.Look AI will process the refund within 5–10 business days. The refund will be issued to your original payment method. Actual receipt time may vary depending on your bank or payment provider.

3. Return Shipping Costs

  • Defective or incorrect items: Dr.Look AI will provide a prepaid return shipping label at no cost to you.
  • Change of mind / non-quality returns: Customers are responsible for return shipping costs. If Dr.Look AI provides a return shipping label for your convenience, the associated cost will be deducted from your total refund amount. We recommend using a trackable service, as we are not responsible for items lost in transit.
  • Included gifts: All gifts included with the original order must be returned. If a gift is missing or cannot be returned, its retail value will be deducted from the refund amount.

4. Dead on Arrival (DOA) Policy

If your Dr.Look AI fails to power on or has a critical hardware defect upon first use, please contact us within 48 hours of delivery with:

  • Your order number and product serial number (SN)
  • A short video or photos clearly showing the defect
  • A description of the issue and any troubleshooting steps already attempted

DOA cases are handled on a priority basis and are typically resolved within 3–5 business days with a replacement unit or full refund.