Refund policy

Thank you for choosing BirdieSense, golf's first AI companion. We stand behind our innovative technology and are committed to delivering a premium experience. This policy outlines your rights and responsibilities regarding returns, exchanges, and warranty claims for products purchased through our official website and authorized campaigns.

1.Warranty & Return Windows

  • 30-Day Return and Exchange: You have 30 days to return or exchange your product. This 30-day window strictly begins from the date of delivery/receipt (as confirmed by the courier's tracking information).
  • 1-Year Limited Warranty: We provide a 1-year (12-month) warranty against hardware manufacturing defects under normal operating conditions. 
  • This warranty timeline officially begins from the date of delivery or receipt (as confirmed by the courier's tracking information), rather than the date of product activation.
  • Local Laws & Statutory Rights: This warranty does not affect your legal rights under the laws and regulations of your country or region. The terms specified in this warranty shall be implemented to the extent permitted by the laws of your country or region. If the warranty period stated in this policy is not sufficient to meet the requirements of the laws in your country or region, your local policy and regulations shall take precedence.

2.Return Conditions & Shipping Fees

2.1 Defective or Quality-Related Returns

If the product arrives with manufacturing defects, functional malfunctions, or out-of-the-box hardware issues:
  • Shipping Fees: BirdieSense will fully cover all return shipping costs.
  • Packaging Requirement: The product must be returned complete with all its original packaging elements.
  • Cosmetic Scratches: Accepted for return or replacement only if the damage is explicitly documented in your unboxing photos or videos (see Section 4).

2.2 Non-Defective Returns (Change of Mind)

If you wish to return the product for personal reasons without any inherent quality issue (such as within a statutory cooling-off period, where applicable), we are happy to assist you provided the return meets the following conditions:
  • Shipping Fees: Return shipping costs are the responsibility of the customer.
  • Packaging Requirement: We kindly ask that all items, original boxes, and included materials be returned in their complete, original condition.
  • Product Condition & Diminished Value: To be eligible for a full refund, the device must be returned in its original, functional state and in a resalable condition. In accordance with applicable local consumer protection laws, you are liable for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics, and functioning. If the returned item shows signs of personal usage, cosmetic damage (such as scratches or marks), or wear that reduces its market value or prevents it from being resold as new, BirdieSense reserves the right to deduct an amount from your refund to reflect this loss in value, up to the full contract price.

3.Valuations & Deductions for Returns

To cover the loss in product value and the necessary refurbishment costs required to restore returned items to a resalable condition, deductions will be applied to non-defective returns that are damaged, incomplete, or handled beyond what is necessary to inspect the goods.
Please note that for non-defective returns, the original standard shipping fee is non-refundable unless otherwise explicitly required by mandatory local laws—such as Article 13 of the EU Consumer Rights Directive (CRD) and equivalent UK regulations. Under these laws, the cost of standard delivery will be reimbursed to consumers exercising their statutory 14-day right of withdrawal, unless the customer expressly agreed to a non-refundable terms at checkout or opted for a premium/supplementary delivery method instead of the least expensive standard delivery offered. The return shipping cost is the customer's responsibility.

Returned Item Status
Policy Allowance
Deduction / Fee Schedule
Missing/Incomplete Original Packaging (Missing outer sleeves, customized boxes, or inserts)
Return Allowed
A justified deduction of 10% to 20% will be applied to the refund to reflect the diminished value and the costs of repackaging.
Missing or Damaged Accessories/Carrying Bag
Return Allowed
An evidence-based deduction will be applied based on the standard retail price of the specific missing or damaged item.
Device Surface Scratches (On non-defective returns)
Return Allowed (Subject to Depreciation Assessment)
A deduction reflecting the actual loss in market value caused by the customer's handling will be applied. For cosmetic damage or scratches that prevent the device from being resold as new, this deduction will be calculated based on the proportional cost of refurbishment or secondary market markdown required to restore the item, up to a reasonable maximum permitted by applicable consumer law.
If an accessory is inherently flawed out of the box (proven via your unboxing photos or videos), BirdieSense will fully bear the replacement cost. If the accessory flaw or damage occurs during usage, the cost of replacement or deduction is fully borne by the customer.

4.Return Merchandise Authorization (RMA) & Video Verification

To maintain order and prevent transit disputes, all returns must strictly follow our structured RMA process. Refunds or replacements will not be processed for items sent back without prior written authorization.
  1. Form Submission: Contact BirdieSense Support to request and complete an official Return Maintenance Form.
  2. Video Verification (Mandatory):
    1. Unboxing Photos or Videos: You must capture clear, unedited unboxing photos or videos when first opening your delivery package. This documentation is required as your mandatory proof that a product or its accessories arrived with pre-existing surface scratches or missing components.
    2. Packing Video: Prior to shipping an approved return back to our facility, you must film a packing video or take photos showing the device, tripod, cables, carrying bag, and all materials being securely packed inside the original box. This protects you from liability regarding any damage occurring during reverse transit.
  3. Authorization: Once our Quality Control team reviews your form and videos, we will issue an official RMA number and the designated return address.