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Return Instructions


There are a few important things that should be kept in mind when returning a product purchased from ODG:


Eligibility:


A return for refund or exchange must be made within 15 days from receiving the product in accordance with the ODG terms of sale which may be located at Terms & Conditions.  Only items that have been purchased directly from ODG or the ODG online store may be returned to ODG.  Products purchased through other vendors or re-sellers must be returned directly to the vendor or re-seller from which the product was purchased and in accordance with their respective returns and refunds policies.  Returned Smartglasses for Repair must be returned in the ODG Smartglasses Hard Case, do not include any accessories in the package.  Returned Smartglasses or ODG Products for Refund or Restocking must be repackaged with all accessories, cords, and documentation that were included in the initial packaging when received.  

Click here for detailed return shipping instructions.

Prior to Return Shipment:


Before returning you smartglasses to ODG, ensure that you have backed up the device.  Upon return of the repaired smartglassed the most recent version of ReticleOS will be loaded to ensure they are operating to the latest specifications.


Returns for Refund or Credit


How to Return an Item:


To return your purchased product to ODG, you must initiate a Return through our Support Center or via direct contact with your ODG representative.  When completing the online return form or contacting your representative, include the following information:


1.    Full Name
2.    Email Address & Contact Information
3.    Business or Company Name
4.    Product
5.    Product Serial Number (if provided on the item)
6.    A Brief Description of your Return Reason

* Serial Numbers are etched into the inside left temple on the R-7 and inside the left hinge on the R-6 smartglasses.


Upon verifying the return item(s) with ODG you will be provided with a return packing slip.  Prior to shipping the package back to ODG, include the packing slip (Customer Return Notification).  If you are returning multiple items, you may pack them into a single box.  Include all of the original packaging, as available, for your product(s).

 
Return Instructions – Repair


How to Return an Item:


To return your product purchased directly from ODG for repair, you must initiate a Return through our Support Center or via direct contact with your ODG representative.  When completing the online return form or contacting your representative, include the following information:


1.    Full Name
2.    Email Address & Contact Information
3.    Business or Company Name
4.    Product
5.    Product Serial Number (if provided on the item)
6.    A brief description of the defect and repair need


After submitting the online item(s) repair information a repair ticket will be generated by ODG, a representative will contact you to verify information to ensure a smooth repair experience.


Upon verifying the return item(s) with ODG you will be provided with a return packing slip.  Prior to shipping the package back to ODG, include the packing slip (Customer Return Notification).  If you are returning multiple items, you may pack them into a single box.  Include all of the original packaging, as available, for your product(s).


Once your package has been received by ODG a confirmation email will be sent to you.  Please keep in mind that all repair times are estimates and may be adjusted at ODG’s discretion.

 
Warranty Coverage


Product(s) Under Warranty:


Warranty coverage will be confirmed upon receiving a Return notice.  


Product(s) Not Under Warranty:


If the product warranty has expired, payment or a deposit for repairs will be required prior to any repair work being performed.  Your Customer Service or Account representative will confirm any details prior to your returning the item for repair.  Repairs not under warranty will be billed for parts plus an hourly rate.


International Returns


Additional steps are required when returning items from outside the US.

 
1.    Include the following ECCN number (Tariff Code) for Warranty & Repairs:

       9801.00.1012


       or


       Include the following ECCN number (Tariff Code) for Customer Returns:

       9891.00.1000

2.    In addition to including the Customer Return Notification provided by ODG,

       prepare and include all international shipping documents.

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