Return, Refund & Warranty Policy
Last Updated: January 29, 2026
1. Overview
SeenLabs LLC ("SeenLabs," "we," "us," or "our") specializes in B2B digital signage solutions. This policy outlines our shipping, return, refund, and warranty terms for hardware and software products.
2. Shipping & Delivery
2.1 Delivery Regions
We ship to:
- United States (primary)
- Canada
- European Union
- Middle East & Africa (MEA)
2.2 Shipping Methods & Timeframes
| Method | Timeframe | Notes |
|---|---|---|
| Ocean Freight | 5-8 weeks | Standard for bulk orders |
| Air Freight | 1-2 weeks | Available for urgent orders, samples |
| Ground (US) | 3-7 business days | From domestic warehouses |
Domestic Warehouses: California, Florida, Delaware
2.3 Shipping Costs
Delivery costs are the customer's responsibility:
- Ground/Ocean: Approximately 20% of device cost
- Air Freight: Up to 30% of device cost
Exact shipping costs are provided at checkout or in your quote.
2.4 Digital Services
Software subscriptions and digital services are typically activated within 48 hours of payment confirmation.
2.5 Order Tracking
- US Orders: Tracking codes provided for all shipments
- International Orders: Email status updates for any delays
3. Return Eligibility
3.1 Hardware Returns
Returns are accepted only under the following conditions:
| Condition | Eligible | Timeframe |
|---|---|---|
| Defective product | Yes | Within 30 days of identifying defect |
| Unopened product | Yes | Within 5 days of receipt |
| Opened, functioning product | No | N/A |
| "Doesn't fit my needs" | No | N/A |
| Changed mind | No | N/A |
3.2 Software Returns
- You may cancel your subscription at any time
- Service continues through the current billing cycle
- No partial refunds for unused subscription time
4. Return Process
4.1 Initiating a Return
To request a return:
- Contact us at we@seenlabs.com within the applicable timeframe
- Provide your order number and reason for return
- Include photos of any defects (for defective items)
- Wait for Return Authorization (RA) number
4.2 Condition Requirements
Returned items must be:
- In original packaging
- With all accessories, manuals, and components
- Free of additional damage beyond reported defects
4.3 Inspection Process
All returned hardware undergoes rigorous inspection to:
- Verify the reported issue
- Check for signs of improper use
- Detect hidden damages or tampering
- Identify reverse-engineering attempts
Inspection findings may void eligibility for refunds or replacements.
5. Refunds
5.1 Defective Products
For verified defective products, you may choose:
- Full refund to original payment method, OR
- Replacement with equivalent product
Refund is issued only after inspection confirms the defect was not caused by customer misuse.
5.2 Unopened Products
Refunds for unopened products are issued after inspection confirms items remain:
- Sealed and unused
- In original condition
- With all original packaging intact
5.3 Processing Time
| Scenario | Timeframe |
|---|---|
| Standard inspection | 1-2 weeks |
| Factory-level testing | Up to 7 weeks |
| Refund processing | 5-10 business days after approval |
5.4 Refund Method
- One-time payments: Full refund in single payment
- Financed purchases: Refund issued per original payment schedule
- Method: Refunds returned to original payment method; alternatives discussed individually
6. Return Shipping
6.1 Customer Responsibility
Unopened Products:
- Customer pays all return shipping costs
- Customer arranges shipping and insurance
Defective Products:
- If inspection confirms a manufacturing defect: shipping costs refunded
- If inspection finds customer-caused damage: shipping costs not refunded
6.2 No Prepaid Labels
SeenLabs does not provide prepaid return shipping labels. You are responsible for:
- Selecting a carrier
- Purchasing shipping and insurance
- Providing tracking information
7. Exchanges
Exchanges are permitted only when upgrading to a higher-tier product.
- The difference in price must be paid before shipment
- Original product must meet return eligibility requirements
- Standard inspection process applies
8. Hardware Warranty
8.1 Warranty Coverage
SeenLabs hardware products include a one (1) year limited warranty from the date of delivery covering:
- Manufacturing defects
- Component failures under normal use
- Workmanship issues
8.2 Warranty Exclusions
The warranty does NOT cover damage caused by:
- Water or liquid exposure
- Physical impact (drops, kicks, crushing)
- Vandalism or intentional damage
- Improper installation not performed by SeenLabs or authorized partners
- Unauthorized modifications or repairs
- Reverse-engineering attempts (opening enclosures with tools)
- Environmental damage (extreme temperatures, dust, debris)
- Rocks or projectiles (particularly for rooftop installations)
- Power surges without proper surge protection
- Normal wear and tear
8.3 Warranty Claims
To submit a warranty claim:
- Contact we@seenlabs.com with order details
- Describe the issue with photos/videos
- Receive diagnostic instructions or Return Authorization
- Ship the product (if required) for inspection
8.4 Extended Warranty
Extended warranty coverage may be available through SeenLabs partner service programs. Contact your account representative for options.
9. Damage During Shipping
9.1 Responsibility
Transportation damage is the responsibility of:
- The customer and delivery company for inbound shipments
- The customer for return shipments
9.2 Filing Claims
For shipping damage:
- Document damage immediately upon receipt (photos, video)
- Note damage on delivery receipt
- File claim with the shipping carrier within 24 hours
- Contact SeenLabs with carrier claim number
We will assist in providing documentation but cannot guarantee carrier claim outcomes.
10. International Orders
International returns follow the same conditions as domestic orders with the following considerations:
- Extended shipping and inspection timelines
- Customer responsible for all customs duties and import taxes (original and return)
- Return shipping arranged and paid by customer
- Refunds issued in original currency of payment
11. Non-Returnable Items
The following are not eligible for return under any circumstances:
- Custom-manufactured or specially configured products
- Products purchased more than 30 days prior (defect claims)
- Products purchased more than 5 days prior (unopened claims)
- Software licenses (perpetual or subscription)
- Installation services already performed
- Training or consulting services
12. Fraud Prevention
We reserve the right to:
- Refuse returns that show signs of fraud or abuse
- Limit returns from customers with excessive return history
- Pursue legal action for fraudulent claims
All returned products undergo forensic inspection. Evidence of tampering, misrepresentation, or fraud will result in:
- Denial of refund
- Forfeiture of returned product
- Potential legal action
13. Contact Us
For return, refund, or warranty inquiries:
SeenLabs LLC
611 N Brand Blvd, Suite 1300
Glendale, CA 91203
United States
Email: we@seenlabs.com
Phone: +1 302 314 8200
Hours: Monday - Friday, 9:00 AM - 5:00 PM Pacific Time
Please include your order number in all communications.