Returns and warranty

Reetle After-sales Service and Warranty Policy

Thank you for choosing Reetle products. We provide the following standard after-sales and warranty services for Reetle SmartInk series devices and accessories. This policy is intended to protect your legitimate rights and interests, and to clarify our service scope and excluded liabilities.

1. 30-Day Hassle-Free Return and Exchange Policy

Within 30 days from the date you receive the parcel (applicable only to orders purchased through the official Reetle website and official authorized channels), if you are dissatisfied with the product, provided that the device is intact, all accessories are complete, and there is no man-made damage or severe cosmetic wear, you may apply to the after-sales team for a return and refund.

2. Warranty Service Period

• Main unit warranty (12-month limited warranty): customers who purchase the Reetle SmartInk I main unit are entitled to 12 months of free warranty service from the date of purchase.

  Regional compliance notice: subject to your country or region, if local consumer protection laws require a longer statutory warranty period, the minimum term specified by such local laws shall prevail.

• Accessory warranty: official standard accessories are covered by a 3-month warranty service.

When applying for warranty service, please provide a valid device serial number (SN code) and proof of purchase (sales invoice or order screenshot).

3. Warranty Scope and Product-Specific Instructions

Within the warranty period, in the event of performance or functional failure of the equipment under normal operation and use, Reetle shall provide free repair or replacement services. In view of the special form of Reetle SmartInk products, the following specific definitions apply:

• Special warranty for the E-Ink screen: this device is equipped with an E-Ink screen as its core always-on display component. In case of non-manual-induced display abnormalities, line breaks or touch failure during normal use, you are entitled to free warranty coverage. Physical damage such as screen cracking, shattering, liquid leakage or severe surface scratches caused by external impacts, including dropping, collision and external force squeezing, is not covered by the free warranty.
• Button and hardware interaction: this product adopts a minimalist hardware architecture, with only one power/screen lock button retained on the body (no physical recording button); recording control is mainly completed through screen touch and the app. Non-artificial functional failure of this mechanical power button is covered by the warranty.
• Division of software and hardware functional boundaries: this hardware terminal mainly serves as a device for data acquisition and result display, and core AI computing (such as speech transcription and content summarization) all runs within the Reetle mobile app. AI processing failures or synchronization delays caused by abnormal network on the user's mobile device, improper app permission settings or incompatibility of the phone system do not fall into the warranty and fault-claim scope of this hardware device.

4. Non-Warranty Coverage

The following situations are not covered by the warranty:

1. Unauthorized operation: the device has been arbitrarily disassembled, repaired, modified, or used in extreme environments and conditions that do not comply with the official operation guidelines.
2. Damage caused by human factors and external forces: damage resulting from misuse or negligence, including but not limited to dropping, heavy squeezing, bending, abnormal moisture exposure or liquid infiltration (water ingress).
3. Incompatible accessories: damage to the device or burnout of the circuit caused by the use of unofficial or incompatible third-party accessories (such as non-compliant charging devices or unofficial peripherals).
4. Force majeure: failures caused by force majeure factors such as natural disasters, accidents, or illegal use of the product.
5. Normal wear and tear: normal abrasion, discoloration and minor scratches on the appearance of the device, as well as consumable parts (unless there are material or workmanship defects upon unpacking).
6. Missing anti-counterfeiting and identification marks: the device serial number (SN) has been altered, defaced or is missing, or the device is confirmed to be stolen, resold or counterfeit.

5. After-sales Service Plan and Statutory Rights

For devices that meet the warranty conditions, Reetle reserves the right, at its sole discretion, to repair, replace (by providing a replacement device of the same model or equivalent performance) or issue a refund. We will endeavor to respect your chosen remedy unless it is objectively impracticable or would incur unreasonable and excessive costs for Reetle.

This warranty gives you specific legal rights. Depending on your country, state or jurisdiction, consumers may also have additional statutory rights of recourse that shall not be restricted or superseded by this warranty.

6. Contact Us

If you encounter any issues when using the Reetle SmartInk I device or need to file a warranty claim, contact us. After-sales service email: info@ereetle.com

7. Delivery and shipping

Where we ship, what delivery costs, and how pre-order batches dispatch are covered in Shipping and delivery.