Refund policy

General Conditions
You have 90 calendar days from the date of delivery to request a return. To be eligible, the item must be returned in the same condition it was received: no cracked or scratched screen, no dents or scratches on the casing, no water damage, no bent or broken stand, and with all included accessories (USB-C charging cable, lanyard, user manual, and gift box). Items that show signs of misuse or damage will not qualify for a refund. Proof of purchase must be included.

Approval Requirements
To begin the process, contact us at smartpin@brayvox.com. Because we do not operate a public storefront, every return requires prior written authorization and a mandatory inspection before any refund is issued.

Evidence: Once your return request is submitted, you must provide clear photos or video showing the current condition of the item — including close-up shots of the screen powered on, the side buttons, the USB-C port, the magnetic back, and the fold-out stand — before authorization will be granted.
Inspection: We reserve the right to deny any return if, upon physical inspection, the item shows signs of misuse, damage from mishandling, or does not match the condition documented in your submitted photos/video.
Return shipping: All return shipping costs are the customer's responsibility.

Return Process
Packages sent without prior written authorization will not be accepted and will be returned to sender at the customer's expense. If your return is approved after inspection, we will send you specific return instructions.

Damages and Issues
Please inspect your order as soon as it arrives. If the item is defective, damaged during shipping, or incorrect, notify us at smartpin@brayvox.com within 48 hours of delivery, including photos of the issue. After this window, the item will be considered received in good condition, and claims for shipping damage will not be accepted.

Exceptions
We do not accept returns on items damaged by misuse, accidents, drops, water exposure, or unauthorized repairs, or on items returned without their included accessories.

Refunds
Once your return is received and inspected, we will notify you of the approval status. If approved, a full refund of the product price will be automatically processed to your original payment method within 10 business days. If more than 15 business days have passed since approval and you haven't received your refund, contact us at smartpin@brayvox.com.