This policy applies to every product sold directly by VisionLibra — the Spatial sensor line (Spatial Mini, Spatial Home, Spatial Vision, Spatial Robot, Spatial Hub), data capture and edge compute hardware (Wego2, Wego4, Wego6, Wego P2, RobooPi P53), and robots (Mochi™, Aura™) — and to future VisionLibra products, unless a specific product page states otherwise.

In short: you can cancel within 24 hours of placing your order for a full refund; after that the order is final. Every product carries a one-year limited hardware warranty, and if your product has a quality problem you can submit evidence and we will replace it.

1. 24-Hour Cancellation

You may cancel any order within 24 hours of purchase for a full refund, by emailing contact@visionlibra.com with your order number.

After 24 hours the order is final. It cannot be cancelled, and once delivered it cannot be returned for a refund for change of mind, buyer's remorse, personal preference or because it no longer fits your project — whether or not the product has been opened. This applies to in-stock, built-to-order and preorder products alike.

The only exceptions are the quality-problem replacement described in Sections 3–4, the fulfillment protections in Section 2, and any rights that applicable law does not allow us to exclude.

2. Preorders, Built-to-Order Units & Delays

Some products (for example Mochi™, Aura™, Wego6 and built-to-order Wego2, Wego4 and RobooPi P53 units) are made to fill your order. Estimated shipping or delivery dates on product pages are good-faith estimates, not guaranteed dates, and may change due to engineering, component availability, testing, certification, manufacturing or logistics. We will make reasonable efforts to tell you about material schedule changes.

Even after the 24-hour window you are entitled to a full refund of the amount paid for the unfulfilled product if:

  • VisionLibra determines that it cannot fulfill your order; or
  • your order has not shipped within 30 days after the estimated ship date originally shown when you ordered (90 days for Mochi™ and Aura™ preorders); or
  • before shipment, VisionLibra makes a material change that substantially alters the core purpose or advertised functionality of the product — affected customers will be notified and offered the option to cancel.

3. Quality Problems: Submit Evidence, Get a Replacement

If your product has a quality problem — a manufacturing defect, damage in transit, missing components, or the wrong product or configuration — contact contact@visionlibra.com and include evidence of the problem:

  • Your order number
  • The product's serial number
  • Photos of the problem (and of the shipping box, for transit damage)
  • A video demonstrating the problem
  • Diagnostic information, if available
  • A short description of the issue

Please inspect your order promptly. Transit damage, missing components and wrong items must be reported within 7 days of confirmed delivery. Manufacturing defects can be reported at any time during the one-year warranty period.

We will review your evidence and may first offer remote troubleshooting or a software fix where that resolves the problem. If we confirm a quality problem, VisionLibra will replace the product with a new unit of the same model and configuration (or send the correct item), at no cost to you, including shipping. If the same model is no longer available, we will offer an equivalent product or a refund.

Quality-problem claims are resolved by replacement, not by refund, except where VisionLibra cannot provide a replacement or applicable law requires otherwise.

4. One-Year Limited Hardware Warranty

Every VisionLibra product includes a one-year limited hardware warranty, beginning on the date of confirmed delivery. It covers defects in materials and workmanship that occur during normal intended use. Warranty claims follow the evidence-and-replacement process in Section 3.

Covered components include, as applicable: main electronics and control boards, image sensors, cameras and depth modules, motors and actuators, speakers and microphones, charging components, connectors, internal wiring, the enclosure and mounting hardware, and other factory-installed hardware.

Enterprise Platform customers and fleet/bulk orders receive advance replacement — a replacement unit ships before the faulty one is returned.

5. What the Warranty Does Not Cover

The warranty does not cover damage or malfunction resulting from:

  • Drops, impacts or accidents
  • Water or other liquid exposure beyond the product's stated ingress-protection rating
  • Fire or extreme temperatures
  • Improper charging or incompatible power supplies
  • Misuse or operation outside published instructions or specifications
  • Field or industrial use beyond the product's stated environmental rating
  • Unauthorized modification or disassembly
  • Third-party repairs
  • Damage caused by animals or improper storage
  • Cosmetic damage, normal wear and tear, cable or connector wear
  • Normal degradation of batteries
  • Normal wear of fur, fabric or other soft materials
  • Lost or stolen products

Sensor drift or recalibration needs arising from normal field use are handled through our standard calibration support rather than replacement. The warranty does not guarantee that AI-generated responses will always be accurate, appropriate or identical between interactions.

6. Software, Firmware & AI Features

VisionLibra products may rely on firmware, companion software, the SpatialAI SDK, AI models, local processing or cloud services, which VisionLibra may update, improve, replace or modify over time. Normal software or firmware updates, changes in AI-generated responses or reasonable modifications to AI functionality do not by themselves constitute a hardware defect. Certain optional future services may require a subscription or separate purchase; pricing and terms will be disclosed before purchase.

7. Your Data

Capture rigs and edge compute units may store captured video, sensor data or configuration on local or removable storage, and robots may store preferences, memories or other personalization data. Before sending any product back for replacement, back up and then wipe your data and account credentials, or perform a factory reset when instructed. VisionLibra is not responsible for data left on a returned unit, or lost during replacement or reset, except where otherwise required by law.

8. Return Authorization Required

Please contact VisionLibra at contact@visionlibra.com before shipping anything back. Do not ship a product back without receiving return authorization and instructions — unauthorized returns may be refused or returned to the sender. Package returns securely and follow all instructions, particularly for products containing lithium-ion batteries.

9. Refund Processing

Where a refund applies (a cancellation within 24 hours, or a fulfillment refund under Section 2), it is issued to the original payment method. Processing times vary by payment provider or financial institution.

10. Your Legal Rights

This policy provides contractual rights in addition to rights that may be available under applicable consumer-protection laws. Nothing in this policy is intended to exclude, restrict or waive consumer rights that cannot legally be excluded or waived. Where applicable law provides greater rights than this policy, applicable law will control.

Policy Summary

  • Cancellation: full refund within 24 hours of purchase.
  • After 24 hours: the order is final — no cancellations or change-of-mind returns, including after delivery.
  • Quality problem: submit evidence (order number, serial, photos, video) and we replace the product at no cost.
  • Transit damage / missing parts / wrong item: report within 7 days of delivery.
  • Hardware warranty: one year from delivery on every product.
  • Unfulfilled or seriously delayed order: full refund (30 days past the estimated ship date; 90 days for Mochi™ and Aura™ preorders).
  • Accidental damage or unauthorized modification: not covered.