FAQ

 If the vulnerable parts are damaged within 30 days under normal use, we will consider it a quality issue and replace it free of charge during the warranty period, just like other warranty accessories.

Yes! An extra headphone cable (for non-HTC VIVE headsets) is included free of charge with every order.

For valid warranty claims:

1.We will check and confirm the problem.

2.We provide free replacement.

3.We will send the replacement part promptly via DHL or FedEx.

4.We cover the express shipping costs during the warranty period.

Our main technical support hours are 9:00 am to 9:00 pm Beijing time (GMT+8), 7 days a week (Sunday to Saturday). We provide 24-hour fault reporting service and accept support appointments outside of these hours to accommodate global time zones (please contact your after-sales manager).

For hardware repairs outside the warranty period:

You only pay the cost price of the replacement part.

You need to bear the shipping costs (sending the failed part to us, and us sending back the repaired/replaced part).

Contact customer service immediately: Do not try to disassemble or repair the device yourself.

Joint diagnosis: Our support team will guide you through diagnostic tests to identify the problem.

Solution: Once the problem is confirmed to be covered by the warranty, we will arrange a free replacement and send it via DHL/FedEx at our expense.

 The warranty period starts from the date the device leaves the factory, and the specific time is subject to the provisions in the purchase contract.

Consumable parts are components that require more frequent replacement during normal use (e.g., foam pads, cables, buttons, straps). These parts are generally not covered under the standard 1-year warranty. However:

One set of these parts is provided free of charge with each machine.

If these parts fail within 30 days under normal use, we will consider it a quality defect and replace it free of charge during the warranty period.

The 1-year hardware warranty does not include:

1.VR glasses/headsets.

2.“Consumable parts” (listed by device type below).

3.Any damage caused by the customer (“man-made damage”).

Yes! We provide free lifelong software service, technical support, and updates for all customers. Software issues are typically resolved remotely.

We provide a one (1) year warranty for hardware components, starting from the date the equipment is shipped from our factory. (Exclusions apply - see Q3 & Q4).