Thank you for choosing EurekaMind! We are committed to providing you with high-quality AI hardware products and an exceptional user experience. If you are not entirely satisfied with your purchase, we are here to help.
Channel Coverage Statement. This return and refund policy applies exclusively to products purchased directly from the EurekaMind official website (www.eurekamind.ai). For purchases made through third-party platforms such as Amazon or eBay, please refer to the applicable return and refund policy of the respective platform.
1. 30-Day Money-Back Guarantee
Undamaged products may be returned for a full refund for any reason within 30 days of the date the item was delivered to the designated shipping address. Once the returned item arrives back at the EurekaMind warehouse and passes inspection, the refund process will begin.
Return Requirements:
- Returns must include valid proof of purchase and all original accessories (e.g., magnetic rings/cases, Type-C charging cables, user manuals, quick start guides, etc.).
- Items must be in their original packaging.
- Products must show no signs of scratches, cosmetic damage, unauthorized disassembly, or modification.
- For non-quality related returns, the buyer is responsible for all return shipping costs.
- Returns may be rejected if the returned items do not meet the above requirements, and the buyer shall bear the applicable shipping costs.
Data Privacy Commitment: Prior to returning any item, you must unbind the device from the EurekaMind App and erase all personal audio recordings and privacy data stored locally and in the cloud. We also commit that all returned devices will be uniformly factory reset and have their associated cloud data permanently deleted upon receipt, ensuring your personal information remains protected. You are responsible for backing up any data you wish to retain. We shall not be liable for any data loss resulting from the return of the device. Original shipping fees paid at the time of purchase (if applicable) shall be borne by the buyer.
Non-Returnable Circumstances:
- Return requests submitted more than 30 days after the delivery date.
- Products without valid proof of purchase.
- Products showing physical damage, unauthorized disassembly, or modification.
- Original shipping fees paid at the time of purchase (if applicable).
2. 1-Year Limited Hardware Warranty
All official EurekaMind AI Voice Recorders (W1 & W2 Series) come with a 1-year limited hardware warranty starting from the date of delivery. Except as otherwise required by law or expressly provided in this Policy, you may request a return within 30 days after delivery, provided that the return conditions are satisfied; after 30 days following delivery but within one year after delivery, you may request repair or replacement.
Product model mapping: In this Policy, W1 refers to EurekaMind 1.0 and W2 refers to EurekaMind 2.0. EurekaRing is also covered by the 1-year limited hardware warranty.
Warranty Coverage & Regional Restrictions
If none of the exclusions set out in Section 6 applies to you, we may provide the following:
Warranty Services:
- EurekaMind will prioritize replacement (repair-or-replace policy) with a new or factory-refurbished unit of equal performance. If replacement is not feasible, we will provide repair services.
- If the product is discontinued or out of stock, EurekaMind will issue a full or partial refund.
- Warranty Shipping Costs: For valid quality-related claims within the 1-year warranty period and within the original country of purchase, EurekaMind will cover round-trip shipping costs.
Regional Restrictions:
- Country of Purchase Restriction: Free warranty services (including free repairs, replacements, and shipping) are only valid and provided within the original country/region of purchase.
- Forwarded/Relocated Products: If the product is forwarded or relocated to another country/region after purchase, free warranty service will no longer be applicable. However, we will offer paid repair or replacement services, with all related shipping and customs costs borne by the buyer.
Warrantor's Mailing Address
For written warranty service requests, please send to:
RM 3084, 3F, 790 Cheung Sha Wan Road, Lai Chi Kok, Hong Kong
You may also contact us via email at support@eurekamind.ai, but this email address shall not be the sole method of contact.
3. Software, AI Services & Subscriptions Notice
Hardware vs. Software: The 1-year hardware warranty applies exclusively to physical hardware components. App software updates, feature enhancements, third-party software compatibility, or temporary cloud network latency do not constitute hardware quality defects.
Digital Services & AI Subscriptions: Promotional AI transcription minutes, cloud storage, or software subscription plans bundled with or purchased alongside the hardware are non-refundable, non-transferable, and non-exchangeable once redeemed or activated.
4. Process for Warranty Claims & Returns
This process applies only to official website orders.
- Submit Request: Send an email to support@eurekamind.ai with your order number, proof of purchase (invoice, receipt, or order confirmation email), and clear photos or short videos showing the product issue.
- Obtain RMA Number: Once approved, customer support will issue a Return Merchandise Authorization (RMA) number and provide the designated return warehouse address. Please note: packages returned without an RMA number will not be processed.
- Lithium Battery Shipping Notice: If the returned product contains a lithium battery, please ship it via Ground Shipping only. Air freight is strictly prohibited.
- Pack and Ship: Unbind the device, securely pack the product with all original accessories, write the RMA number clearly on the shipping box, and dispatch it using a trackable shipping service. Provide the tracking number to customer support.
- Inspection & Processing: Upon receiving the return, we will complete the inspection and process your refund or replacement request within 2 business days. Refunds will be credited to the original payment method. Due to processing times by your bank or payment platform, the refund may take an additional 2–7 business days to appear in your account. If inspection reveals that the product does not meet return conditions (e.g., physical damage, missing accessories, etc.), we will contact you via email to discuss solutions (such as partial refund, return of the item to you, etc.).
5. Valid Proof of Purchase
The following are accepted as proof of purchase for warranty and after-sales service:
- Order number from purchases made directly through the EurekaMind official website (www.eurekamind.ai).
- Sales invoice or email order confirmation that clearly shows the product description, price, order date, and sales channel.
6. Free Warranty Exclusions
The following are not covered under free warranty or return services:
- Products without valid proof of purchase or order number.
- Products whose 1-year warranty period has expired.
- Return requests submitted more than 30 days after delivery will not be accepted.
- Products damaged by human causes or by other causes unrelated to a quality defect inherent in the product.
- Products that have been relocated or used outside the original country of purchase – free warranty service no longer applies, but paid repair/replacement is available upon request.
- Damage caused by improper use, abuse, accidents, improper storage, liquid submersion/water damage, or extreme environmental conditions.
- Damage caused by charging with non-compliant or defective charging adapters exceeding the voltage/current parameters specified in the user manual.
- Normal wear and tear, cosmetic scratches, missing supplied accessories, or surface marks caused by daily use or magnetic contact with metallic objects.
- Damage directly caused by disassembly, repair, or modification performed by unauthorized third parties.
- Products purchased through unauthorized resellers, second-hand trading platforms, or liquidators.
- Damage resulting from force majeure events (such as fires, earthquakes, lightning strikes, or other natural disasters).
7. Shipping Damage, Missing Items & Lost Packages
Damaged on Arrival: If your package arrives with severe outer damage or the contents are damaged, please contact support@eurekamind.ai within 7 days of delivery and provide clear photos of the outer packaging, shipping label, and damaged contents.
Lost Packages: If tracking information shows “Delivered” but you have not received your package, please check your surroundings and contact the local courier first. If the issue remains unresolved, please contact customer support within 7 days of the delivery date shown in the tracking information. We will assist you in filing a claim and investigation with the carrier. The final compensation outcome shall be determined by the carrier.
8. International Orders, Customs Duties & Taxes
This policy applies to orders placed through the official website and shipped to destinations excluding the European Union (EU) and the United Kingdom (UK).
Customs Duties & Clearance Fees: For all international or cross-border shipments, unless explicitly prepaid at checkout, all import duties, clearance fees, brokerage charges, and local VAT/GST imposed by the destination country's customs authorities shall be borne solely by the buyer.
9. Contact Information & Legal Statements
If you have any questions regarding this Return, Refund & After-Sales Service Policy or need assistance with a return or warranty claim, please contact us:
- Official Email: support@eurekamind.ai
- Official Website: https://www.eurekamind.ai
10. Statutory Rights & Implied Warranty Statement
This Limited Warranty gives you specific legal rights. You may also have other statutory rights under the applicable laws of the country or region in which you reside. Nothing in this Limited Warranty shall affect any rights available to you as a consumer under applicable mandatory laws that cannot lawfully be excluded or limited.
The duration of any implied warranties, including without limitation the implied warranties of merchantability, fitness for a particular purpose, and non-infringement, is limited to the duration of the express warranty period (one year), but only to the extent such limitation is permitted by the mandatory laws applicable in your jurisdiction. If applicable mandatory law does not permit limitations on the duration or effect of an implied warranty, such limitation shall not apply to you.
To the maximum extent permitted by applicable law, we shall not be liable for any incidental, indirect, or consequential damages, including without limitation loss of data, business interruption, loss of profits, or loss of revenue. If the mandatory laws of your jurisdiction do not permit the exclusion or limitation of liability for such damages, the relevant exclusion or limitation shall not apply to you.
For the United States: State laws may differ with respect to the limitations on implied warranties and the exclusions of damages described in this Section. Some states do not permit limitations on how long an implied warranty lasts or the exclusion or limitation of incidental or consequential damages. Accordingly, the relevant limitations or exclusions set forth above may not apply to you in those states.
11. Dispute Resolution & Governing Law
Governing Law: This policy and any disputes arising hereunder shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region, without regard to its conflict of laws principles.
Arbitration Agreement: Any dispute arising out of or relating to this policy or the products shall first be attempted to be resolved through friendly negotiation. If negotiation fails, the dispute shall be submitted to the Hong Kong International Arbitration Centre (HKIAC) for arbitration under the HKIAC Administered Arbitration Rules in force at the time of the arbitration. The place of arbitration shall be Hong Kong, and the language of arbitration shall be English. You have the right to opt out of this arbitration clause within 30 days of first accepting this policy by sending a written notice to contact@eurekamind.ai.
Class Action Waiver: All arbitrations or proceedings shall be conducted on an individual basis only and not as a class, consolidated, or representative action.
Small Claims Exception: Either party may choose to bring a claim in small claims court if the amount in dispute falls within that court's jurisdiction, in lieu of arbitration.
12. Language Conflict
This policy is published in both English and Chinese. In the event of any conflict or inconsistency between the two versions, the English version shall prevail.