Refund policy

Refund Policy

Last updated: October 20, 2026

1. Change of Mind Returns

You may request a return within 15 calendar days of delivery, provided that:

  • The product is unopened, unactivated, and unused;
  • The original packaging and factory seals are intact;
  • All accessories, manuals, packaging, and promotional gifts (if any) are included.

Return shipping costs for non-defective returns are the customer’s responsibility. To start a return, email support@actra.ai with your order number. We’ll send return instructions. Please don’t ship items back without them.

2. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us within 15 calendar days of delivery at support@actra.ai with:

  • Order number
  • Device serial number (SN)
  • Product color
  • A description of the issue
  • Clear photos or videos showing the issue
  • Photos of the original packaging, where applicable

After review, we’ll repair, replace, or refund your item. Where possible, we send a replacement first to minimize your wait. We cover return shipping for these cases.

3. 1-Year Limited Warranty

Every ACTRA device includes a 1-year limited warranty from the date of delivery. It covers:

  • Manufacturing defects
  • Hardware failures under normal use
  • Component defects from production or assembly
  • Software issues resolvable through official firmware or OTA updates

To file a claim, email support@actra.ai with your order number, serial number, and photos or videos of the issue. We may ask for additional diagnostic information.

Not covered:

  • Accidental drops, impacts, or other physical damage
  • Liquid damage from use beyond the device’s IP68 rating
  • Misuse, unauthorized disassembly, or modification
  • Normal wear and tear
  • Damage caused by non-approved accessories or chargers

4. Refunds

Approved refunds are issued to the original payment method within 7 business days after we receive and inspect the returned item. Your bank may take additional time to post the refund.

5. Review of Requests

All return, replacement, refund, and warranty requests are reviewed based on the information provided. Actra determines the appropriate resolution after assessment.

6. Contact

Questions? Email support@actra.ai.