Return & Refund Policy

At KIBORX, we want you to feel confident every time you shop with us.

We understand that choosing advanced thermal imaging and optical equipment is an important decision. If your purchase does not meet your expectations, our team is here to provide a simple and transparent return experience.

Please review the policy below before starting a return.

Return Window

You may request a return within 15 calendar days from the carrier-confirmed delivery date.

Before sending any product back, please contact KIBORX Customer Support to receive return approval and instructions.

All approved returns require a valid Return Merchandise Authorization (RMA) number.

Returns sent without an approved RMA may experience delays or may not be accepted.

How to Start a Return

Step 1: Contact KIBORX Support

Please email:

support@kiborx.com

within 15 calendar days of delivery and provide:

  • Your order number;
  • The product you would like to return;
  • The reason for your return;
  • Photos of the product and original packaging when available.

Photos help our team better understand your request, especially for damaged, defective, incorrect, or shipping-related issues. They are not intended to make standard returns more difficult.

Step 2: Receive Your RMA Authorization

After receiving your request, our team will review the information and typically respond within:

24–48 business hours

If your return is approved, we will provide:

  • Your RMA number;
  • Return instructions;
  • The correct U.S. return address;
  • Any additional packaging requirements.

Once your RMA is issued, please ship your return within 7 calendar days.

If you need additional time, please contact us before the RMA expires and we will review your request.

Step 3: Ship Your Return

For your protection, please:

  • Use a trackable shipping method;
  • Keep your shipping receipt and tracking information;
  • Package the product securely to prevent damage during transit.

Please include your RMA number according to the return instructions provided by KIBORX.

Return Eligibility

To qualify for a standard return, the product must be returned in resalable condition.

Returned products should include:

Original Packaging

Including, when applicable:

  • Original product box;
  • Protective inserts;
  • User manuals;
  • Charging cables;
  • Lens covers;
  • Included accessories.

Original Serial Number

The product serial number must:

  • Remain intact;
  • Match KIBORX shipment records.

Product Condition

You may inspect the product indoors and verify basic operation.

However, returned products must not show:

  • Signs of outdoor or field use;
  • Installation or mounting marks;
  • Physical damage;
  • Excessive wear;
  • Misuse or modification.

Because KIBORX products contain precision electronic components, products returned with missing parts, visible usage, or avoidable damage may not qualify for a full refund.

If a returned product does not meet these requirements, KIBORX will contact you with inspection details and available options.

Depending on the product condition, we may:

  • Issue a partial refund;
  • Apply a restocking fee;
  • Return the product to you at your expense.

Restocking Fee

A 20% restocking fee may apply to approved voluntary returns that include:

  • Signs of use;
  • Mounting or installation marks;
  • Missing accessories;
  • Missing packaging materials;
  • Damage caused by improper handling.

The restocking fee does not apply to:

  • Defective products;
  • Incorrect items shipped by KIBORX;
  • Verified shipping damage;
  • Approved warranty claims.

If a restocking fee applies, we will clearly explain the reason before processing your refund.

Refund Process

Once your returned product arrives, our team will inspect it within:

3–5 business days

After inspection approval:

Refund Method

Approved refunds will be issued to the original payment method.

Processing Time

KIBORX will initiate your refund within:

1–2 business days

after return approval.

Your bank or card issuer may require an additional:

5–7 business days

to display the refund on your account.

Refund Amount

KIBORX does not deduct payment processing fees from approved refunds.

Original Shipping Charges

Original shipping charges are generally non-refundable unless:

  • KIBORX shipped the wrong product;
  • The product arrived damaged;
  • The product is confirmed defective.

Exchanges

To maintain accurate inventory and provide faster service, KIBORX currently handles exchanges through a return-and-repurchase process.

If you would like a different product:

  1. Place a new order for the desired product (subject to availability);
  2. Return your original product according to this policy;
  3. Receive your refund after inspection approval.

If you need help choosing the right product before placing a new order, our support team is happy to assist.

Damaged, Defective, or Incorrect Items

If your product arrives:

  • Damaged;
  • Defective;
  • Different from what you ordered;

please contact KIBORX as soon as possible.

For shipping-related damage, contacting us within 48 hours of delivery helps us document the issue with the carrier more efficiently.

Please provide:

  • Order number;
  • Photos of the product;
  • Photos of the packaging (if shipping damage occurred);
  • Description of the issue.

After verification, KIBORX may provide:

  • A prepaid return label;
  • Product replacement;
  • Repair service;
  • Refund.

Issues reported after the return period may be handled under our:

Limited Warranty Policy

Return Shipping Costs

Standard Returns

For returns that are not caused by a KIBORX error, customers are responsible for return shipping costs.

We recommend using:

  • A trackable shipping service;
  • Appropriate insurance coverage for the product value.

Defective or Incorrect Products

For approved cases involving:

  • Product defects;
  • Shipping damage;
  • Incorrect items;
  • KIBORX fulfillment errors;

KIBORX will cover return shipping costs and provide a prepaid return label.

Need Help?

Our goal is to make your KIBORX experience simple and reliable.

If you have questions about:

  • Return eligibility;
  • Product selection;
  • Order issues;
  • Warranty support;

please contact our customer support team:

Email: support@kiborx.com

Thank you for choosing KIBORX.