Seller / Data controller: DEEPLUM TECHNOLOGY Limited

Registered address: OFFICE 5, 8/F, MEGA CUBE, 8 WANG KWONG ROAD, Kowloon Bay, Kowloon, Hong Kong SAR

General support: support@deeplum.ai  |  Privacy contact: privacy@deeplum.ai

Website: https://deeplum.ai

1. Scope and statutory rights

This policy applies to the following products purchased through the DEEPLUM website (www.deeplum.ai):

• DEEPLUM Smart Glasses
• DEEPLUM Charging Case
• DEEPLUM Magnetic Earphones
• DEEPLUM Magnetic Sunglass Lenses

This policy describes our voluntary return process. It does not exclude, limit, or replace any mandatory consumer rights applicable in your country or region, including statutory rights concerning defective goods, damaged goods, wrongly delivered goods, unsafe goods, or goods that do not conform to the sales contract.

2. 14-day voluntary returns

Subject to the conditions below, you may request a voluntary return within 14 calendar days of receiving the product.

• United States / Canada: this voluntary return applies to change-of-mind returns.
• EU / EEA / United Kingdom: please also read Sections 8 and 9, which describe the statutory right of withdrawal that is independent of this voluntary return.

To request a return, send an email to support@deeplum.ai with the following information:

• Order number
• Name and email used at checkout
• Item(s) and quantity to be returned
• Reason for return (if you wish to provide one)

After receiving your request, we will send return instructions, including the return address and any product-specific shipping or battery-safety instructions. Submitting the request by email within the stated window is considered to have started the return process. Do not ship the product to an address other than the one we provide.

3. Return conditions

3.1 Item condition requirements

Voluntarily returned products must include all items in the standard package. The F1 standard package contents are:

No.	Item	Quantity
1	DEEPLUM F1 Smart Glasses	×1
2	Charging Case	×1
3	Magnetic Earphones (left + right)	×1 pair
4	Magnetic Sunglass Lenses	×1
5	Safety Manual	×1
6	User Manual	×1
7	Premium Glasses Cloth	×1

You may inspect and try on the product as you reasonably would in a physical retail store — for example, opening the package, visually inspecting the smart glasses and accessories, and trying them on in a clean indoor environment.

3.2 Conditions that disqualify a voluntary return

Voluntarily returned products must not:

• Show use beyond reasonable inspection or try-on.
• Have been paired, activated, registered, or configured beyond what is needed for basic function testing.
• Show outdoor, sports, travel, work, driving, or other extended use.
• Be scratched, damaged, modified, repaired, disassembled, marked, or altered.
• Be missing accessories, the serial number label, or other included items.
• Be packaged in a way that is insufficient to protect the item in transit.

3.3 Value deduction

Where permitted by applicable law, if the use or handling of a returned product exceeds what is needed for reasonable inspection, we may make a reasonable deduction from the refund to reflect the diminished value of the product. We will explain the reason and amount of any deduction.

4. Return shipping cost and transit risk

4.1 Who pays for return shipping

For voluntary change-of-mind returns, the consumer bears the return-shipping cost, including packaging, postage or courier fees, and (where applicable) any duties, taxes, or carrier fees related to the return shipment.

We have disclosed to the consumer, before the contract is concluded, that the consumer bears the return-shipping cost for voluntary returns. For qualifying voluntary returns, we do not charge a separate restocking fee.

4.2 Logistics requirements

You must use a trackable shipping method and keep the proof of shipment until the refund is completed. Until the returned product is signed for at the return address, the transit risk is borne by you, except where applicable law provides otherwise.

4.3 Return address

The return address may differ from the address on the package you received. We will provide the correct return address and shipping instructions after you contact customer support.

If we ship the wrong product, or the product arrives damaged, defective, unsafe, or non-conforming, Section 6 applies instead of this section.

5. Battery and safety returns

5.1 Battery safety

The smart glasses and the charging case contain rechargeable lithium-ion batteries and Bluetooth components. The magnetic earphones and magnetic sunglass lenses do not contain batteries and do not contain wireless transmitters.

5.2 Handling abnormal conditions

If the smart glasses or charging case show any of the following: swelling, leakage, overheating, physical damage, damaged charging port or battery enclosure, odor, contact with liquid, or any safety concern — do not use, charge, disassemble, or ship the product on your own.

Contact support@deeplum.ai immediately. We will provide appropriate safety, recycling, return, or disposal instructions. You must follow any battery-shipping instructions we provide. This section does not limit your statutory rights in cases of defective or unsafe products.

6. Damaged, wrong, defective, or non-conforming delivery

6.1 Inspection and reporting

Please inspect your order promptly upon receipt. If a product is damaged, defective, incomplete, wrongly delivered, unsafe, or does not match the order, contact support@deeplum.ai as soon as possible.

To help us process your case, you may be asked to provide: order number, problem description, photos or video, and the product serial number. We will never ask for your account password. Do not ship a product with a potential battery safety issue without instructions from us.

6.2 Remedies

For products that are defective, damaged, wrongly delivered, unsafe, or non-conforming, we will provide remedies in accordance with applicable law. Depending on the circumstances, this may include: troubleshooting support, repair, replacement, refund, price reduction, or other appropriate measures. Where required by law, this includes reasonable shipping costs necessary to obtain the remedy.

The 14-day voluntary return period does not limit your statutory rights in respect of defective, damaged, wrongly delivered, or non-conforming products.

7. Items not eligible for voluntary return

The following items are not eligible for voluntary return, including the statutory right of withdrawal and the 14-day voluntary return — except where mandatory law requires otherwise:

• DEEPLUM Magnetic Prescription Lenses (custom-made optional accessories; see Section 1).
• Items explicitly marked as Final Sale at the time of purchase.
• Products customized or personalized to your specifications (e.g., engraving, custom logos).
• Gift cards.
• Products that have been substantially used, damaged, modified, repaired, or disassembled after delivery.
• Bundles that are missing, incomplete, or materially damaged (unless caused by us or the carrier).
• Sealed items unsuitable for return due to health protection or hygiene reasons (only where the item was sealed at delivery and applicable law permits this exception after opening).

8. Refunds

8.1 Voluntary-return refunds — United States / Canada

After we receive and inspect an eligible voluntary return, we will notify you of the result by email. If approved, we will refund the original payment method within 10 business days of completing the inspection.

For voluntary change-of-mind returns, original shipping fees, expedited-shipping fees, gift-wrapping fees, duties, taxes, and other non-product fees are non-refundable, except where required by applicable law.

Your bank, card issuer, or payment provider may take additional time to process the refund.

8.2 EU/EEA and UK statutory-withdrawal refunds

If you validly exercise the statutory right of withdrawal described in Section 9, we will refund the payment as required by applicable law, including — where required by law — refunding our lowest standard shipping fee. We are not required to refund the additional shipping cost if you chose a shipping method more expensive than our lowest standard option.

Refunds will be issued to the original payment method, unless you expressly agree otherwise and incur no fee as a result. Where permitted by applicable law, we may withhold the refund until we receive the return or you provide proof of shipment.

8.3 Refund inquiries

If more than 15 business days have passed since we confirmed your voluntary-return refund and you have not received it, contact support@deeplum.ai.

9. EU/EEA and UK statutory right of withdrawal

9.1 Right of withdrawal

If you are a consumer in the EU, the EEA, or the UK, you generally have a statutory right to withdraw from a qualifying online purchase without giving any reason.

You may notify us of your decision to withdraw within 14 calendar days of receiving the product.

9.2 How to exercise it

Send a clear withdrawal statement to support@deeplum.ai, or use the model withdrawal form in Section 13. You do not need to obtain prior authorization before notifying us of withdrawal.

After notifying us, you must return the product without undue delay and at the latest within 14 calendar days from the day on which you communicated your withdrawal.

9.3 Return shipping and diminished value

When exercising the statutory right of withdrawal, you bear the return-shipping cost, because we disclosed this obligation to you before the contract was concluded. This does not apply where we have agreed to bear the cost, where the product is defective or non-conforming, or where applicable law requires us to bear the cost.

You may inspect the product to the extent necessary to determine its nature, characteristics, and function. For any diminished value caused by use or handling that goes beyond what is necessary for that purpose, you may be held responsible, within the limits permitted by applicable law.

10. Limited warranty period by region

Region	Limited warranty period	Legal basis
EU / EFTA	2 years	EU Sales of Goods Directive and member-state law
Mainland China	1 year	Product Quality Law and consumer-protection law
United States / Canada / other regions	1 year	Applicable consumer-protection law

• Warranty coverage: defects in materials and workmanship of the glasses and charging case under normal use.
• Repaired parts carry a warranty of at least 12 months.
• Refurbished / replacement products: the remaining original warranty period or 90 days, whichever is longer.
• The warranty is in addition to and does not limit any mandatory statutory consumer rights.

To make a warranty claim, visit www.deeplum.ai or contact support@deeplum.ai with the model, serial number, proof of purchase, and a description of the issue. Do not return products without prior instructions.

11. Device accounts and personal data

Before returning a product, please back up any information you wish to keep, remove personal content, sign out of associated accounts, unpair Bluetooth, and reset the product as described in the user documentation.

You are responsible for deleting the personal data stored on the product before returning it. Do not share your account password with us. If a product defect prevents you from performing a reset, contact us for support.

12. Exchanges

We do not currently offer direct exchanges on the website. If you wish to change a model, color, configuration, or accessory, you may return the eligible product under this policy and place a new order separately, subject to stock availability and the prevailing price.

If the original product is defective, damaged, wrongly delivered, unsafe, or non-conforming, please contact us before placing a new order so that we can provide the appropriate remedy.

13. Model withdrawal form — EU/EEA and UK

Complete and send this form only if you wish to withdraw from an online purchase in the EU/EEA or the UK.

14. Contact us

For returns, refunds, withdrawal, warranty, or product-safety questions, contact:

We aim to respond to all inquiries within 3 business days.