Refund policy

Effective date: July 19, 2026

We offer a 15-day return policy: you have 15 days after the day your order is delivered to request a return.

Evaluation is allowed

You may open, connect, configure, and reasonably evaluate the appliance during the 15-day return period. Normal setup and personalization (including Hermes configuration) do not void return eligibility. Returned units must be undamaged and include all original components, packaging, accessories, and cables.

What we charge

Return shipping is paid by the customer. A 10% restocking fee applies to opened units. Unopened units in original sealed packaging are refunded in full. Expedited shipping charges, archive-import (Life Upload) work already performed, and separately purchased services are nonrefundable.

How to start a return

Contact us at returns@digitaltwinpro.com with your order number and the reason for your return. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Your data

Personalized data on returned units is securely erased as part of return processing. Please keep your own backup of anything you want to retain before shipping the unit back.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Dead-on-arrival hardware is replaced at no cost to you, including shipping both ways.

Exceptions

We cannot accept returns on gift cards. Physical damage, missing parts, excessive wear, liquid damage, or unauthorized modification may reduce or void the refund.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be refunded on your original payment method within 10 business days, less any applicable restocking fee. It can take additional time for your bank or credit card company to process and post the refund.