Refund policy
GMOX Vision is operated by IKECAM TECHNOLOGY LIMITED. This policy applies to purchases made directly from gmoxvision.com. We accept eligible returns and exchanges for both defective and non-defective products under the terms below. Nothing in this policy limits rights or remedies that cannot be excluded under applicable consumer protection laws.
30-Day Return Period
You may request a return within 30 calendar days after receiving your order. We use the date you first contact us about the return to determine whether your request was submitted within this period. A timely request does not become ineligible merely because our review or troubleshooting continues beyond the deadline.
Products returned for personal reasons may be new, opened, or lightly used, but must be in reasonable condition and include the major components originally supplied. Please include the original packaging when available, or use suitable protective packaging. Excessive use, customer-caused damage, or missing major components may affect eligibility for a personal-reason return. We will explain any issue before confirming the return outcome.
A product does not have to be unopened or unused to qualify for a return because of a confirmed defect, shipping damage, an incorrect item, or a seller error. The absence of original retail packaging alone will not invalidate such a claim. Please retain available packaging, labels, accessories, and other evidence while we review the issue.
How to Request a Return
Email support@gmoxvision.com before sending a product back. Include your order number, the name and email address used for the order, the product involved, and the reason for the return. Relevant photos or a short video can help us assess a damaged, defective, incomplete, or incorrect item. Please do not send account passwords or unrelated private recordings.
We normally respond within one customer-support business day and review return requests within two customer-support business days after receiving the necessary information. Human support operates Monday through Saturday, 10:00 AM–7:00 PM China Standard Time (UTC+8). Additional troubleshooting or inspection may be needed before a final decision.
If a return is authorized, we will provide the designated return address, packing instructions, shipping-cost arrangement, and the date by which to send the item. We will also explain the expected inspection timeframe before you ship. Contact us if you need an extension. Use a trackable shipping method, and do not send products to our Hong Kong business address or the address on the original parcel without authorization. Delays caused by our review or instructions will not invalidate a timely claim.
Return Shipping Costs
For a claim submitted within 30 days of delivery and confirmed to involve a product quality issue, shipping damage, an incorrect item, a missing advertised component, or another GMOX Vision error, we cover the reasonable, authorized return shipping cost. When a replacement is the agreed solution, we also cover its standard shipping to the eligible U.S. address.
For return shipping that we are responsible for, we will arrange either a prepaid return label or advance agreement on the shipping method and the reasonable cost to be reimbursed. Contact us before paying for shipping, and keep your receipt and tracking information. Premium or international shipping must be agreed in advance; unapproved extra costs may not be reimbursed, except where required by law.
For a non-defective return, such as a change of mind, an accidental order, or choosing a product that does not meet requirements accurately disclosed before purchase, you are responsible for the return shipping cost. If the problem results from inaccurate information we provided, we will assess it as a potential seller error rather than automatically treating it as a personal-reason return.
We do not charge a restocking fee for eligible returns. We do not deduct an undisclosed outbound shipping charge from a refund when the original order qualified for free standard shipping.
Refunds
After receiving an authorized return, we will inspect it and notify you of the outcome within the inspection timeframe confirmed before shipment. If further inspection is needed, we will explain the reason and provide an updated estimate. If we approve a refund without requiring a return, we will confirm that arrangement in writing. We will explain any denial and the available next steps.
We initiate approved refunds promptly to the original payment method and send confirmation when the refund has been submitted. Please allow up to 10 business days after refund approval for your bank, card issuer, PayPal, or payment provider to post the funds. Business days for this purpose are Monday through Friday, excluding U.S. federal holidays. If the funds remain missing after 15 business days from approval, contact support@gmoxvision.com so we can investigate. Any shorter period required by law applies.
For an approved full return caused by a confirmed product defect or GMOX Vision error, we refund the product price paid and the original shipping charge, including an optional expedited shipping upgrade. Applicable taxes are refunded as required. For an eligible personal-reason return, an already-performed expedited shipping upgrade is not refundable, except where required by law. We will explain any allocation of shipping charges for a partial-order return before confirming the refund.
Exchanges and Other Resolutions
You may request an exchange within 30 days of delivery, subject to eligibility and stock availability. Depending on the issue and your applicable rights, an agreed resolution may involve troubleshooting, a missing or replacement accessory, a replacement product, an exchange, or a refund. A partial refund with the product kept by you will only be used if you agree.
For an approved exchange shipped within our service area, we cover standard shipping of the replacement. The return shipping responsibility depends on the reason for the exchange, as explained above. Any agreed price difference or optional shipping upgrade will be disclosed before proceeding.
If a replacement arrives damaged, is defective on arrival, or is the wrong item, contact us promptly. Once the issue is confirmed, GMOX Vision covers the authorized return shipping and standard shipping of a further replacement within our service area, even if more than 30 days have passed since the original order was delivered. The original order's age does not shift these seller-responsibility costs to you.
We aim to provide the same model. If it is unavailable, we will discuss a suitable alternative with you and will not require you to accept a different model. Any proposed refurbished replacement will be clearly identified and requires your agreement before dispatch. If a suitable replacement cannot be provided, we will discuss a refund or another appropriate remedy consistent with this policy and applicable law.
Order Cancellation
You may submit a cancellation request within 24 hours after placing an order by contacting support@gmoxvision.com or using a cancellation-request option in your customer account if one is available. Requests are reviewed manually. Submitting a request does not mean the order has been canceled, and cancellation cannot be guaranteed once processing or shipment has begun.
We will confirm the outcome. If an order cannot be canceled, you may request a return after delivery under this policy. If we cancel an order and do not ship it, any payment collected for that canceled order, including its shipping charge, will be refunded to the original payment method.
Protecting Your Camera Data Before a Return
Before returning a camera, back up recordings you wish to keep, remove your separately purchased memory card, and follow our instructions for removing personal data and unlinking the device from your account. Do not attempt a reset if doing so would prevent necessary fault diagnosis without first asking support. Contact us before removing an original or factory-installed SIM card. Return included components as directed in the authorization.
Warranty After the Return Period
The 30-day return period is separate from our 1-Year Limited Warranty. For an approved warranty claim first submitted after day 30 and within the original one-year warranty period, the customer generally pays authorized return shipping and we pay standard shipping of the approved replacement within our U.S. service area. If a replacement arrives damaged, is defective on arrival, or is the wrong item, the replacement-on-arrival shipping exception applies as described in the warranty. A warranty replacement does not restart or extend the original one-year warranty period or create an additional change-of-mind return period. Applicable legal rights remain unaffected.
Contact
Customer support: support@gmoxvision.com. General inquiries: contact@gmoxvision.com. Telephone: +1 (424) 426-2956.
Business operator: IKECAM TECHNOLOGY LIMITED. Business address: UnitD18,3/F,Wong King Industrial Building,No.2 Tai Yau Street,Kowloon.
This business address is not the designated return address. Please obtain return authorization before sending a product.