Refunds & Replacements

Looking Glass offers a full 30-day “no questions asked” refund from the date of shipment, provided the product is in its original, sellable condition.

Refunds

If for whatever reason you are dissatisfied with your Looking Glass display, you can follow the steps below to begin the refund process:

1. Contact support@lookingglassfactory.com with your Order Number and the date in which your Looking Glass arrived
2. We might ask for some feedback and additional information, but once we have checked that your order meets the return policy requirements, we will issue you a pre-paid return label for the product(s).
3. Please make sure you follow the return instructions and schedule a pick up date and time with the courier.
4. As soon as the item is returned and quickly checked for usability by our engineering team, we will process a refund.
5. Do allow for up to 20 working days for your refund to be processed depending on your original payment method.
6. Please note that shipping fees associated with your original order are non-refundable. We will also subtract the return shipping fees from your refund if you choose to use our courier.

Please note:

• The 30 days are calculated from the date of when your order was dispatched.
• A refund of the Purchase Price will be processed to your original payment method once your Looking Glass has been received by our team in Hong Kong.
• All shipping costs are non refundable. Duties/VAT/customs fees are non reimbursable.
• Refunds will be calculated as: [Total payment of the order] minus [shipping + tax + return shipping costs].
• While we are able to refund the original payment amount, we can’t refund shipping costs or any taxes or duties paid for the unit.

Replacements

If you are having any trouble or are experiencing problems with your Looking Glass, please first contact support@lookingglassfactory.com. We may refer you to our engineering teams for troubleshooting (either software or hardware depending on your problem) and issue a replacement if required.

If Looking Glass Factory determines that a replacement is needed—provided your warranty is active—these are the steps our team will go through:

1. You can send your faulty Looking Glass back to us with the pre-paid return label, and using the instructions provided to you.
2. Before you send back your unit, please make sure you include the original packaging and all the components it originally came with.
3. If the Looking Glass is not packaged properly and is damaged during shipping, this may incur extra costs
4. Once we receive your faulty unit, our team will take another look at it and we’ll get a replacement sent to you.
5. If your shipping address is within the United States or Hong Kong, Looking Glass will be responsible for all related shipping expenses.
6. If your shipping address is outside of the United States or Hong Kong, our support team will work closely with you to work out the best delivery options available.

Out-of-Warranty Repairs

If your Looking Glass is a) out of its warranty period or b) is within the warranty period but is something we do not warrant against, please write to support@lookingglassfactory.com and we will review all requests on a case-by-case basis.

Additional shipping costs, costs associated with customs and imports, and VAT will be at the expense of the customer.

You can review our full returns and refunds policy here.