Refund policy

REFUND AND RETURN POLICY

Effective Date: September 11, 2026

This Refund and Return Policy applies to eligible products purchased directly from BIVDIKO through https://bivdiko.com.

BIVDIKO is operated by AuraSight Tech Limited.

Nothing in this Policy excludes or restricts any mandatory consumer right that cannot lawfully be excluded.

1. 14-DAY RETURN REQUEST PERIOD

Customers may request a return within 14 calendar days after receiving the product.

The 14-day period begins on the day after the order is delivered to the customer or a person authorized by the customer to receive it.

To exercise the right to return, the customer must contact BIVDIKO within the applicable 14-day period at:

Email: support@bivdiko.com

The return request must include:

  • The order number;

  • The customer’s name;

  • The email address used to place the order;

  • The product being returned;

  • The product serial number, where applicable;

  • The reason for the return; and

  • Photographs or video if the product is defective, damaged, incorrect, or incomplete.

Where applicable law provides a longer return, cancellation, withdrawal, warranty, or conformity period, the legally required period will apply.

2. RETURN AUTHORIZATION IS REQUIRED

Customers must contact BIVDIKO and obtain return instructions before sending a product back.

After reviewing the request, we will provide:

  • Return authorization;

  • The appropriate overseas warehouse return address;

  • Any required return reference or RMA number;

  • Packaging and shipping instructions; and

  • Any other information required to process the return.

A return request is not approved until BIVDIKO provides written return authorization.

Products must not be returned to the original shipping address, the address shown on the shipping label, our Shenzhen fulfillment location, or our Hong Kong business address unless BIVDIKO expressly instructs the customer to do so.

3. UNAUTHORIZED RETURNS

Packages returned without first contacting BIVDIKO are considered unauthorized returns.

An unauthorized return:

  • Is not automatically accepted as a valid return;

  • May be sent to an address that cannot receive customer returns;

  • May be delayed, rejected, lost, or returned to the sender;

  • May be difficult or impossible to associate with the correct order; and

  • Will not be processed until the customer provides sufficient order and shipment information.

BIVDIKO is not responsible for loss, delay, additional shipping fees, storage charges, or other costs caused by sending a product to an unauthorized or incorrect address, except where applicable law requires otherwise.

This section does not remove a mandatory consumer right where the customer has otherwise validly exercised that right under applicable law.

4. TIME FOR SENDING AN APPROVED RETURN

After notifying BIVDIKO within the 14-day return-request period, the customer must send the approved return without unreasonable delay and no later than 14 calendar days after receiving the return authorization, unless:

  • BIVDIKO provides a different deadline in writing; or

  • Applicable law requires a different period.

The customer must provide the return tracking number after shipment.

A product is not considered returned merely because a shipping label has been created. It must be handed to and accepted by the return carrier within the applicable return period.

5. CHANGE-OF-MIND AND NON-QUALITY RETURNS

Non-quality returns include situations where:

  • The customer no longer wants the product;

  • The customer ordered the wrong product;

  • The customer selected the wrong model, color, or quantity;

  • The product does not match the customer’s personal preference;

  • The customer changes their mind;

  • The customer finds a different product or price elsewhere; or

  • The product is compatible as described, but not with an unsupported device or use case.

For an approved non-quality return:

  • The customer is responsible for return shipping costs;

  • BIVDIKO will not provide a prepaid return label unless we agree otherwise;

  • The customer must use a trackable shipping service;

  • The customer is responsible for appropriate return packaging;

  • The customer bears the risk of loss or damage during return transportation, except where applicable law provides otherwise; and

  • Express, priority, insurance, customs, brokerage, or other optional return-shipping expenses selected by the customer will not be reimbursed.

Customers should retain the shipping receipt and tracking information until the refund has been completed.

6. DEFECTIVE, DAMAGED, INCORRECT, OR INCOMPLETE PRODUCTS

Contact BIVDIKO promptly if a product:

  • Arrives damaged;

  • Has a manufacturing defect;

  • Is materially different from the product ordered;

  • Is missing a component;

  • Does not function as described; or

  • Was incorrectly fulfilled by BIVDIKO.

For a confirmed product-quality or fulfillment issue, BIVDIKO will provide an appropriate remedy, which may include:

  • Troubleshooting or technical support;

  • Repair;

  • Replacement;

  • Supply of a missing component;

  • Partial refund;

  • Full refund; or

  • Another remedy required by applicable law.

Where a return is necessary because of a confirmed defect, damage, or BIVDIKO fulfillment error, BIVDIKO will bear the reasonable standard return-shipping cost.

The customer must not independently purchase an unusually expensive or express return service and expect reimbursement unless BIVDIKO approved that service in writing.

The 14-day change-of-mind period does not replace any longer product warranty, statutory conformity right, or mandatory remedy for defective goods.

7. RETURN CONDITION

To qualify for a full change-of-mind refund, the product should be returned in substantially the same condition in which it was received.

The customer may inspect the product only to the extent reasonably necessary to determine its nature, characteristics, fit, appearance, compatibility, and basic operation.

The returned package should include, where applicable:

  • The correct BIVDIKO product;

  • All original components;

  • Charging cables and charging products;

  • Controllers and accessories;

  • Cases, straps, replacement parts, and lenses;

  • Manuals and documentation;

  • Promotional gifts supplied with the order;

  • The original product packaging, where reasonably possible; and

  • The return authorization or RMA information.

Opening the package or reasonably trying on the glasses does not by itself make the product ineligible for return.

However, a refund may be reduced to reflect a genuine loss in value caused by handling or use beyond what is reasonably necessary to inspect the product, to the extent permitted by applicable law.

8. DEVICE DATA, ACCOUNTS, AND ACTIVATION

Before returning a connected BIVDIKO product, the customer must:

  • Back up any information they wish to retain;

  • Delete personal recordings and stored data;

  • Disconnect the product from Bluetooth devices;

  • Unpair the product from the BIVDIKO application;

  • Sign out of associated accounts where applicable;

  • Remove activation locks or device restrictions;

  • Perform a factory reset where the product supports it; and

  • Remove any personal accessories or prescription inserts not included with the original order.

BIVDIKO is not responsible for personal information or files left on a returned product.

If a product remains account-locked or cannot be inspected because of a customer-controlled activation restriction, refund processing may be delayed until the restriction is removed.

After an approved refund, BIVDIKO may revoke product-specific digital entitlements associated solely with the refunded purchase.

9. SERIAL-NUMBER AND PRODUCT VERIFICATION

Returned products are inspected and compared with the original order and fulfillment records.

We may verify:

  • Product model;

  • Product serial number;

  • Barcode or activation identifier;

  • Package weight;

  • Included accessories;

  • Physical condition;

  • Software and activation status; and

  • Evidence of unauthorized modification or disassembly.

The returned product must match the product originally supplied for the applicable order.

A refund may be refused, suspended, or adjusted where permitted by law if the returned package contains:

  • A different product;

  • A product with a mismatched serial number;

  • An empty package;

  • A counterfeit or substituted product;

  • Missing material components;

  • Deliberately damaged goods;

  • A product damaged through unauthorized disassembly or modification; or

  • Evidence of return fraud.

We may preserve photographs, video, carrier information, package-weight records, serial-number records, and inspection results to investigate suspected fraud, respond to payment disputes, and protect our legal rights.

10. EXCESSIVE USE, DAMAGE, AND DIMINISHED VALUE

Customers are responsible for any diminished value caused by handling beyond what is reasonably necessary to inspect the product, where permitted by applicable law.

Examples may include:

  • Scratches, impact damage, or heavy wear;

  • Damage caused by misuse or an accident;

  • Water or environmental damage outside stated product limits;

  • Unauthorized repair, modification, or disassembly;

  • Missing accessories or components;

  • Damage caused by inadequate return packaging;

  • Removal or alteration of serial-number labels;

  • Failure to remove an account or activation lock;

  • Exposure to chemicals, extreme heat, or improper storage; or

  • Use inconsistent with product instructions.

No Restocking Fee. We do not charge a restocking fee. Any permitted deduction for a returned item that is damaged, incomplete, or used beyond what is reasonably necessary to inspect it will be based only on the actual reduction in value or reasonable loss caused by its condition, to the extent permitted by applicable law.

We will provide an explanation if a deduction is made.

11. NON-RETURNABLE PRODUCTS

The following products may not be eligible for change-of-mind returns, to the extent permitted by applicable law:

  • Products customized or clearly personalized for the customer;

  • Prescription lenses or products manufactured to an individual prescription;

  • Digital content that has been fully supplied after the customer expressly agreed to immediate performance and acknowledged the loss of any applicable withdrawal right;

  • Gift cards;

  • Products marked as final sale where such a restriction is lawful;

  • Products damaged by misuse, unauthorized modification, or intentional conduct; and

  • Products not purchased directly from BIVDIKO.

A defective personalized product or another product covered by mandatory consumer guarantees may still qualify for repair, replacement, refund, or another legally required remedy.

12. PROMOTIONAL ITEMS, BUNDLES, AND GIFTS

Products sold as a bundle must normally be returned together unless BIVDIKO agrees to a partial return.

Free gifts, promotional accessories, and products supplied as part of the purchase should be returned with the main product.

If a promotional item is not returned, we may deduct its disclosed value or the actual resulting loss from the refund where permitted by law.

Discount eligibility may be recalculated if returning part of an order means the remaining purchase no longer qualifies for the original bundle or quantity discount.

13. REFUND AMOUNT

For an approved return, the refundable amount may include:

  • The eligible purchase price paid for the returned product;

  • Applicable transaction taxes required to be refunded; and

  • Original standard delivery costs where required by applicable law.

For a non-quality return:

  • Return shipping is the customer’s responsibility;

  • Any additional cost paid for Express Shipping instead of Standard Shipping is not refundable where applicable law permits;

  • Optional services selected by the customer might not be refundable; and

  • A lawful deduction may be made for diminished value.

For a confirmed defective, damaged, incorrect, incomplete, or undelivered order caused by BIVDIKO or its logistics provider, we will provide the refund or other remedy required by this Policy and applicable law.

14. REFUND METHOD AND PROCESSING

Refunds are issued to the original payment method unless applicable law requires or the parties agree to another method.

We may withhold the refund until:

  • The returned product has been received; or

  • The customer provides reliable evidence that the approved product has been returned,

to the extent permitted by applicable law.

After receiving the return, we will inspect it and notify the customer whether the refund has been approved, adjusted, or declined.

We will initiate an approved refund to the original payment method within 3–5 business days after receiving and inspecting the returned item.

After BIVDIKO initiates a refund, the customer’s bank, card issuer, PayPal, Shopify Payments, or other payment provider may require additional time to credit the funds.

Currency-conversion differences, foreign transaction fees, and independent bank charges are controlled by the applicable financial institution and might not be refundable by BIVDIKO.

15. LATE OR MISSING REFUNDS

If an approved refund has not appeared:

  1. Check the original payment account;

  2. Contact the card issuer, bank, PayPal, or applicable payment provider;

  3. Allow for the provider’s normal processing period; and

  4. Contact support@bivdiko.com with the order number if the refund is still missing.

We will provide available refund confirmation or transaction information to assist with the investigation.

16. EXCHANGES

Where a direct exchange is unavailable, the customer may return an eligible product under this Policy and place a new order for the preferred product.

For a confirmed defective or incorrectly supplied product, BIVDIKO may offer a replacement instead of requiring the customer to place a new order.

Any price difference associated with a customer-requested model or product change must be paid or refunded as applicable.

17. ORDER CANCELLATION BEFORE DISPATCH

An order may be cancelled at any time before it has been dispatched.

To request cancellation, contact support@bivdiko.com as soon as possible and provide the order number and email address used to place the order.

An order is considered dispatched when it has been handed over to, collected by, or accepted into the carrier’s shipping network. Creation of a shipping label alone does not necessarily mean the order has been dispatched.

If cancellation is confirmed before dispatch, we will refund the full amount paid, including any shipping fee charged for that order.

After dispatch, an order cannot be cancelled and must be handled through the applicable return process after delivery.

18. THIRD-PARTY PURCHASES

This Policy applies to products purchased directly from https://bivdiko.com.

Products purchased through a marketplace, social-commerce platform, distributor, retailer, or other third party may be subject to that seller’s or platform’s return and refund process.

Customers should initially submit the request through the platform where the transaction was completed.

Nothing in this section excludes a mandatory right or responsibility that legally applies to BIVDIKO.

19. ABUSE AND FRAUD

We may take reasonable steps to prevent return and refund abuse.

Examples of suspected abuse include:

  • Returning a different product;

  • Returning an empty package;

  • Repeatedly purchasing and returning products after extensive use;

  • Falsifying delivery, defect, or damage evidence;

  • Altering serial numbers;

  • Returning counterfeit products;

  • Deliberately damaging a product;

  • Filing inconsistent refund and payment-dispute claims; or

  • Attempting to retain both the product and the refund.

Where permitted by law, we may:

  • Request additional evidence;

  • Delay processing while investigating;

  • Reject a fraudulent claim;

  • Restrict future purchases;

  • Suspend an associated account;

  • Submit evidence to the payment provider; or

  • Report suspected unlawful conduct to the appropriate carrier, platform, payment provider, insurer, or authority.

This section will not be used to deny a legitimate return, refund, warranty, or consumer-protection claim.

20. CHANGES TO THIS POLICY

We may update this Policy to reflect changes in products, fulfillment arrangements, return warehouses, legal requirements, or business operations.

The current version will be published on this page with its effective date.

Changes will not retroactively reduce rights relating to an order already accepted, except where permitted by applicable law.

21. CONTACT INFORMATION

To request a cancellation, return, refund, replacement, or warranty assessment, contact:

Trading Name: BIVDIKO
Legal Entity: AuraSight Tech Limited
Email: support@bivdiko.com
Phone: +1(307)220-1182
WhatsApp:+1(307)220-1182
Business Address: Room B45, 1/F, Keen Match Centre, No. 21 Tai Yip Street, Kwun Tong, Kowloon 999077, Hong Kong

Do not return products to the business address or original shipping address unless BIVDIKO expressly provides that address in the return authorization.

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