Return Eligibility

Unopened boxes can be returned within 14 days of delivery date for a refund if they meet the following criteria:

• Returns are not accepted for products that have already been registered and tokens have been redeemed
• All electronic products come with a 1-year manufacturer warranty
• For tech support to set up your device, please contact support@xeta.net

Return Process

If you meet the criteria above, follow these steps to request a return:

1. Check Product Condition: Make sure your product is in unopened condition
2. Verify Timeline: Ensure it has not been more than 14 days since your delivery date (we have records from the shipper)
3. Registration Status: Confirm you have NOT registered the products with the XETA App
4. Token Status: Verify you have NOT redeemed the tokens that came with your order, including bonus tokens. If any tokens have been redeemed, you will not qualify for a return/refund
5. Contact Us: If steps 1-4 are met, contact hello@xeta.net with subject line: "Return Request"
6. Verification: We will verify all requirements from steps 1-4 when you contact us
7. Return Shipping: If you qualify, you can ship the products back to the warehouse address we provide. We will not issue a return shipping label—the buyer is responsible for return shipping costs using any local shipping provider. We recommend purchasing insurance on the package since it is an expensive device. If you choose not to purchase shipping insurance, any risk of lost packages or damages will be your responsibility
8. Inspection: When your return arrives at our warehouse, our team will inspect the package to ensure all original packaging is intact, the product has not been registered, tokens have not been redeemed, and the product is in re-sellable condition
9. Refund Processing: When our warehouse team confirms the product passes inspection, you will receive a refund right away

Refund Details

• Your refund will include the purchase price you paid and taxes
• Shipping charges cannot be refunded because they were estimated by our shipping partners (UPS, FedEx) and have been used
• Your refund will be issued to the original form of payment used at purchase
• Each bank and credit card has their own policy with refund transactions. It could take 3-10 days depending on your bank. You can call your bank or credit card company to ask about their transaction policy and processing time. Once a refund is issued, we have no control over the transaction and do not have access to your bank account

1-Year Warranty Policy

We will replace devices that are faulty if our tech support team concludes that a replacement is needed after their diagnostic and troubleshooting efforts.

Warranty Process

1. Contact Support: Contact our tech support team at support@xeta.net for device help. Please reserve this contact for tech-related issues only. For all other order issues, contact hello@xeta.net
2. Diagnosis: Our tech support team will determine if a replacement is needed
3. Device Exchange: We require a return of the old device at the same time we ship your replacement device
4. Return Label: A return label will be provided for your old device. Registration information can be removed from the XETA app for your old device once our tech support team deems it non-functional
5. Token Policy: Replacement devices do not come with any bonus tokens or initial tokens of any kind, unless your issue is related to having trouble redeeming tokens and no tokens were redeemed on the original device
6. Return Process: Put the return label on the original packaging along with the original device and drop it off at a qualified shipping provider facility. We usually use UPS or FedEx, so you'll need to drop off the package at a UPS store or FedEx store. USPS will not be able to help you
7. Failure to Return: Failure to return the faulty original device will result in you being charged for the replacement device. Once a device is tagged as faulty and a replacement is shipped out, your old device will no longer generate new token earnings. This is to prevent abuse and fraud attempts of our replacement policy

Policy Changes

XETA reserves the right to make changes to this policy at any time without prior written or verbal notice.