The following situations are not covered by the return or exchange policy:

1. Any product sold outside of e-commerce platforms (whose SN/IMEI is not in our production warehouse);
2. Within 7 days, returned goods that are incomplete, with missing outer packaging, accessories, gifts, or instructions, or damaged due to human error, are not eligible for return.
3. Damage caused by the user's or a third party's negligence, fault, abuse, misuse, or force majeure (such as liquid ingress, external force, scratches, abrasions, and damage to peripheral parts).
4. Damage caused by user disassembly, repair or modification not approved by our company (such as frequency modification, installation, adjustment or any incorrect alteration).
5. Using non-manufacturer-approved parts, failing to use, maintain, or care for the product according to the instruction manual, or causing damage due to transportation or other accidents.
6. Product malfunctions or damage caused by incorrect or improper operation or use.
7. Various labels, parts (such as buttons), consumable parts, and wear and tear on the product's exterior caused by use.
8. Applications exceeding the warranty period will not be accepted.
9. For products without a warranty certificate and valid invoice, except for those that can prove the product is within the warranty period.
10. GUOPHONE glasses support a seven-day no-reason return policy.

1. Return and exchange process:

A) If a product has a performance malfunction after the consumer signs for the goods, they should contact the e-commerce customer service for assistance.

B) The e-commerce customer service will make a preliminary assessment of whether the product meets the return/exchange criteria:

• Does the purchased product have a performance malfunction?
• Clarify the start and end dates of the seven-day return/fifteen-day exchange period to the consumer (calculated from the date the consumer signs for the goods, with the return date based on the postmark). The e-commerce customer service will make a preliminary assessment of whether the product meets the return/exchange conditions based on the time frame.
• Remind the consumer to confirm that the smart glasses accessories (user manual, warranty card, glasses case, prescription frames, etc.) are complete.
• The product has no scratches or damage, and the screen protector is intact.
• Remind the consumer to clearly mark "Returned" on the returned packaging or waybill; otherwise, it will be processed as an exchange. Returned products must be returned in the original packaging as sold.
• Remind consumers to include the purchase receipt, warranty card, and return/exchange application form with the goods, specifying the order number, purchaser, contact information, and whether it is a return or exchange. If the machine does not meet the return/exchange conditions (e.g., water-damaged, dropped, etc.) and needs to be returned to the consumer, the consumer's order shipping address will be used, and the return shipping cost will be borne by the consumer.
• Guide consumers to initiate a return/exchange application on the e-commerce platform.
• Simultaneously, send the return/exchange information to the designated GUOPHONE Technology service center via email and guide the consumer to send the smart glasses back to the service center. The service center will determine whether it meets the return/exchange standards according to GUOPHONE Technology's smart glasses testing standards.

2. GUOPHONE Technology's designated service center determines whether the product meets the return/exchange standards upon receiving the consumer's smart glasses:

• The product is determined by the authorized service center designated by GUOPHONE Technology to have a product quality problem. Machines with non-reproducible faults or those damaged by water, drops, or other human-caused damage do not meet the return/exchange conditions.
• The returned product includes the smart glasses main unit, accessories, warranty card, instruction manual, and other complete items.
• The product has no scratches or damage, and the screen protector is intact.
• GUOPHONE glasses support a 7-day no-reason return policy.

3. If the product meets the return criteria after inspection by a GUOPHONE authorized service center, the information will be relayed to GUOPHONE delivery personnel, who will then inform the e-commerce platform to issue a refund to the customer. If the product does not meet the return criteria, the service center will provide the inspection results back to GUOPHONE delivery personnel, and the original device will be returned to the consumer, with the shipping cost borne by the consumer.

4. If the consumer mails the faulty device to a GUOPHONE authorized service center, and the product meets the replacement criteria after inspection, the service center will provide the inspection results back to GUOPHONE delivery personnel, who will then contact customer service to send a new device to the user from the designated warehouse. If the product does not meet the replacement criteria, the service center will provide the inspection results back to GUOPHONE delivery personnel, and the original device will be returned to the consumer, with the shipping cost borne by the consumer.

5. For products purchased more than 15 days later, the e-commerce platform's customer service will guide consumers to GUOPHONE's authorized service centers for repair.