Q: Which devices are these accessories compatible with?

A: All accessories are compatible with Meta Quest 2 / Quest 3 / Quest 3S. These are third-party compatible accessories, not official Meta products.

Q: Can I change my shipping address or order details after placing an order?

A: Please contact our online customer service within 3–7 business days of payment. Changes cannot be made once the order is processed or shipped.

⚠️ Please carefully verify your shipping address before checkout. Incorrect addresses may cause delivery failure and are not eligible for refund.

Q: How do I cancel my order?

A: We accept order cancellations before products are shipped. If canceled before shipment, you will receive a full refund. Orders cannot be canceled after shipment.

Q: What is your return policy?

A: Returns are accepted if ALL conditions are met:

• Within 30 days of delivery (based on tracking information)
• Item is unused, in original condition with complete packaging
• Valid proof of purchase (order confirmation) requiredNotes:
• Quality issues: No time limit (photo evidence required)
• Do not return products directly to the manufacturer
• Customer pays return shipping cost

Q: How long does it take to receive my refund?

A: After we receive and inspect your returned item:

1. You will receive an email confirming the items have been received
2. You will be notified if the refund is approved
3. If approved, refunds will be processed to your original payment method within 5–10 business days.
   
   

Q: How long will it take to receive my order? What is the shipping process?

A: Order delivery consists of two phases:

• Processing time: 10–14 natural days (packing and logistics verification at our Shenzhen warehouse)
• International shipping time: 10–15 natural daysDelivery to some remote areas may take longer. Please allow sufficient time for delivery.

Note: This is the estimated shipping date, not the actual delivery date. Tracking number generation only indicates entry into the shipping process, not the actual shipment date. Logistics tracking updates will appear after verification (takes 3–7 days).

Q: Do you offer free shipping?

A: Yes, we occasionally offer free standard shipping promotions. Please follow our in-store promotions for the current free shipping threshold (if any), which will be automatically applied at checkout. For orders that do not qualify, a flat shipping rate will be calculated at checkout.

Q: Tracking not updating?

A: Contact us if no movement is seen for 3 business days.

Q: What does the warranty cover?
A: All Kawaye products come with a one (1) year limited warranty from the date of purchase. We provide free replacement for products with manufacturing defects not caused by human damage.


The following cases are NOT covered:
• Damage caused by misuse, drops, or accidents
• Damage caused by self-disassembly or modification
• Damage caused by non-original accessories
• Normal wear and tear from regular use

Q: Warranty Policy
A: All Kawaye products come with comprehensive warranty coverage
effective from the purchase date for defects caused by quality issues.

Warranty details:
• Warranty period for replacements: Same as original defective product
or 3 months after replacement – whichever is longer
• Product warranty becomes void after full refund

Q: Warranty Process
A:
1. Buyer must provide sufficient proof of purchase
2. Kawaye must document buyer's troubleshooting process
3. Visible proof of defect (photos/videos) required
4. Product return for quality inspection may be required

Q: Non-warranty Cases
A:
• Products lacking adequate proof of purchase
• Lost or stolen products
• Damage caused by misuse or unauthorized modification

Q: How to get help quickly?
A:
• Online support (bottom-right icon, Mon-Fri 9:00-18:00 GMT+8)
• Email: support@kawaye-real.com (same hours)

For urgent issues: Mark as "Expedited" + Order number.