SoundAI Return and Exchange Policy

Update Date: [June 23, 2025]

Effective Date: [June 23, 2025]

I. Scope of Application

This policy applies to products sold on the SoundAI Official Mall (https://shop.soundai.com/).

II. Basic Policy

xchange Only* Currently, all products in the mall do not support no-reason return services. Only exchange applications due to quality issues are accepted.

III. Technical Verification Process for Quality Issue Exchanges

 

    • If you apply for return or exchange due to product quality issues, the SoundAI technical support team will contact you via email within 72 hours to confirm the issue through remote diagnosis or other means. For confirmed quality issues, we will prioritize providing a replacement product of the same model (shipped to the original order address or a new address specified by you).

    • For non-quality issues, return applications are not supported at this time. Please be aware.

IV. Timeframe Instructions

 

    • alidity Period for Quality Issue Returns/Exchanges* Submit the application within 15 days of receiving the product. Applications submitted after the deadline will not be valid.

    • eplacement Shipment Timeframe* Re-shipment will be arranged within 10 working days after confirming the quality issue.

    • ourier Delivery Timeframe* Generally, it is estimated that the goods will be re-delivered to your address within 21 working days after shipment (the specific timeframe is subject to actual conditions).

V. Circumstances for Rejecting Returns/Exchanges

 

    • We reserve the right to reject your return or exchange request in the following cases:

    • Products purchased from non-SoundAI Official Mall (https://shop.soundai.com/).

    • Exchange requests submitted more than 15 days after receiving the product, or products for which returns were not shipped within 14 days after approval by the Insta360 official store (Note: “Insta360” may be an error; please confirm the correct brand name).

    • Products that have undergone unauthorized repairs or modifications, including but not limited to damaging or tampering with mandatory certification marks, product labels, serial numbers, waterproof marks, anti-counterfeiting marks, and packaging.

    • Products with signs of use, including but not limited to visible usage marks and data traces (e.g., retained personal usage data).

    • Quality issues caused by collisions, damage not due to product quality, unauthorized modifications due to human factors, intrusion of foreign objects (water, oil, sand, etc.), incorrect installation, improper use, or operation against instructions.

    • Product damage caused by force majeure factors, including but not limited to fire, flood, lightning, and traffic accidents.

    • Other situations stipulated by applicable laws and this policy.

VI. Fee Instructions

If the exchange and re-shipment are indeed due to product quality issues, we will bear all related shipping costs.