Shipping policy
Last Updated: March 25, 2025
At Metanexus XR, we are dedicated to delivering your AR/VR glasses efficiently and transparently. This Shipping Policy outlines our shipping process, delivery times, and conditions for returns to ensure a seamless shopping experience.
1. Shipping Information
We offer free shipping on all orders worldwide. Once your order is processed, it will be shipped to your location with tracking information provided via email.
- Handling Time: Orders are prepared and shipped within 1-3 business days.
- Transit Time: Delivery typically takes 5-7 business days, depending on your location.
- Total Delivery Time: From order placement to arrival, expect 4-8 business days.
2. Delivery Times
Our standard shipping timeline is 4-8 business days, including handling and transit. Delays may occur due to customs, holidays, or other factors beyond our control. We appreciate your patience with international shipping and will keep you informed with tracking updates.
3. 14-Day Guarantee
Metanexus XR provides a 14-day guarantee on all products. You may return your AR/VR glasses for any reason—whether defective or non-defective—within 14 days of delivery, subject to the conditions outlined below.
Extended 3-Year Warranty
All Metanexus XR AR/VR headsets and original accessories purchased through our online store are covered by a 3-year limited warranty, in accordance with Royal Legislative Decree 1/2007 (LGDCU). This warranty applies from the date of delivery and is subject to the following terms:
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Scope of Coverage
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Products Covered:
• AR/VR headsets, controllers, base stations, and any accessory included in a factory-sealed Metanexus XR bundle.
• Original power adapters, data cables, and charging docks supplied with the product. -
Defects Included:
• Manufacturing defects in display panels, tracking sensors, lenses, audio components, and internal electronics.
• Faulty headstrap assemblies or padding that affect normal use.
• Connectivity issues arising from defective ports (USB, HDMI, power jack) provided in the original package.
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Warranty Period
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The statutory warranty under LGDCU guarantees conformity for a period of three (3) years from delivery.
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For orders placed before 01/01/2022, the warranty period remains two (2) years.
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Refurbished Items: One (1) year from delivery, with presumption of conformity for the first 12 months.
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How to Submit a Warranty Claim
a. Email metanexusxr@gmail.com within the applicable warranty period, including:
• Order or invoice number (visible on your purchase confirmation).
• Product serial number (if applicable).
• A clear description of the defect or malfunction, with photographs or video evidence when possible.
b. Our support team will acknowledge receipt within 24 business hours and issue an RMA (Return Merchandise Authorization) if the issue appears covered.
c. Perform an initial online diagnosis: our technicians may request additional photos or guide you through troubleshooting steps.
d. If the defect persists, you will receive instructions to ship the product to our authorized service center (prepaid label provided when the defect is verified). -
Remedies Under Warranty
• Repair: If a covered defect is confirmed, we will repair the product using new or refurbished parts at no cost.
• Replacement: If repair is not feasible, Metanexus XR will replace the defective unit with an identical or functionally equivalent model.
• Refund: If neither repair nor replacement is reasonably available, you may request a full refund of the original purchase price (excluding shipping costs). -
Exclusions & Limitations
This 3-year warranty does not cover:
• Cosmetic damage (scratches, dents, exterior discoloration) unless caused by a proven manufacturing defect.
• Defects resulting from misuse, neglect, accidental damage, liquid infiltration, or exposure to extreme temperatures.
• Unauthorized modifications, repairs, or software installations not approved by Metanexus XR.
• Normal “wear and tear” items such as face cushions, foam padding, and rechargeable batteries.
• Damage incurred during transport if not properly packaged (unless the carrier is proven liable).
• Third-party hardware or software compatibility issues.
• Products purchased for professional integration (e.g., industrial or commercial installations), which may carry a separate warranty under Articles 1484–1491 of the Spanish Civil Code (six-month coverage for hidden defects). -
Return Shipping & Turnaround
• Once your RMA is authorized, Metanexus XR will provide a prepaid shipping label for you to send the item.
• Inspection time upon receipt: 5–7 business days.
• Repair or replacement time: 10–14 business days after defect confirmation.
• If, after inspection, the defect is not covered (e.g., missing components or signs of misuse), you will be responsible for return shipping costs and any applicable service fees. -
Transferability & Proof of Purchase
• This warranty is valid only for the original purchaser and is non-transferable.
• A valid proof of purchase (order confirmation or invoice) is required to process any warranty claim.
• If any component is missing or shows clear signs of misuse, Metanexus XR cannot honor the warranty.
By purchasing a Metanexus XR product, you acknowledge and accept the terms of this 3-year limited warranty. For detailed terms, exclusions, and additional legal information, please refer to our full Warranty Policy at www.metanexusxr.com/warranty.
5. Conditions for Returns
We accept returns for both defective and non-defective products under the following conditions:
- Returns must be requested within 14 days of delivery.
- Items must be new, unused, in their original packaging, and include all accessories provided at purchase.
- Customers are responsible for return shipping costs; a return label is not provided.
- For detailed instructions, please refer to our Refunds Policy.
6. Contact Us
For questions about our Shipping Policy or to initiate a return, please reach out:
Email: metanexusxr@gmail.com
Address: C. de Tetuán, 26, Centro, 28013 Madrid, Spain
Phone: +34 634 46 13 60