Refund and Returns Policy

This policy governs refunds and returns for all products and services purchased from Humulo Virtual Reality Inc. (“Humulo”). Different terms apply to different product categories — please read the section that applies to your purchase.

1. Starter Pilot Program — 30-Day Refund Window

The Humulo Starter Pilot is designed to let your team validate the platform before scaling to a fleet deployment. It includes a full 30-day refund window from the date of activation.

What qualifies for the 30-day Starter Pilot refund

• The order was placed as a Starter Pilot (Account Activation + 1 headset, totaling $2,689)
• The pilot was purchased within 7 days of a completed Humulo product demo
• The return is initiated within 30 days of pilot activation (first headset login)
• The headset is returned in like-new condition with all original components

Refund amount

For a qualifying Starter Pilot return, Humulo will refund the full $2,689 — including the $1,150 Account Activation fee — once the equipment passes inspection. This is the only scenario in which the Account Activation fee is refundable.

2. Fleet and Standard Hardware Orders

For all hardware orders other than the Starter Pilot (including expansion orders and multi-headset fleet deployments), the following terms apply:

• Headset returns are accepted within 14 days of delivery
• Refunds cover the hardware purchase price only (Account Activation fee is non-refundable on fleet purchases — the account setup work has already been performed)
• Equipment must be returned in like-new condition with all original components
• A restocking fee of up to 25% of the hardware purchase price may apply (see Section 5)

3. Account Activation Fee

The $1,150 Account Activation fee covers the one-time work required to set up your Humulo account: tenant provisioning, MDM enrollment, content deployment for your selected training modules, and a live admin onboarding session. This work is performed shortly after your order is placed.

The Account Activation fee is:

• Fully refundable on a qualifying Starter Pilot return within the 30-day pilot window
• Non-refundable on all other orders, including fleet purchases and expansion orders

4. How to Initiate a Return

To initiate a return, contact Humulo before shipping any equipment back:

1. Email or call with your order number, the reason for the return, and the date of pilot activation (for Starter Pilot returns).
2. Humulo will confirm whether your return qualifies and provide a Return Merchandise Authorization (RMA) number along with the return shipping address.
3. You must notify Humulo of intent to return within the applicable window (30 days for Starter Pilot, 14 days for fleet hardware). The headset must arrive at Humulo’s facility within 14 days of the RMA being issued.
4. Ship the equipment back at your expense, using a trackable and insured shipping method. Customer is responsible for return shipping costs and arrangements.
5. On receipt, Humulo will inspect the equipment (see Section 5). Refunds are processed within 5 business days of inspection clearance and issued to the original payment method.

5. Equipment Inspection & Condition Requirements

All returned hardware is inspected upon receipt. To qualify for a refund, equipment must arrive in like-new condition with all original components.

What counts as like-new condition

Normal use marks do not affect refund eligibility. The following are acceptable:

• Light compression on the face padding from normal wear
• Fingerprints or smudges on the visor or lenses (cleanable)
• Light scuffs on the hard case from shipping or handling
• Normal wear on controller grip surfaces

What fails inspection

The following conditions will result in a restocking fee or refund denial:

• Cracked or damaged lenses, display panel, or chassis
• Broken hinges, straps, or controller components
• Missing controllers, charging cable, charger, headset case, or other original components
• Water damage, smoke residue, or chemical exposure
• Visible impact damage or signs of being dropped
• Attempted disassembly of the headset or controllers
• Damage from misuse or use outside normal operating conditions

6. Refund Timing and Method

Approved refunds are processed within 5 business days of inspection clearance. Refunds are issued to the original payment method:

• Credit card refunds typically appear on your statement within 5–10 business days after processing, depending on your card issuer
• ACH or wire refunds are processed within 5 business days
• Purchase order refunds are issued as credit memos and applied against future invoices, or refunded by ACH on request

7. Returns Outside the Refund Window

Returns initiated after the applicable refund window has expired (30 days for Starter Pilot, 14 days for fleet hardware) are not accepted. Equipment purchased outside the refund window is considered final sale.

If your equipment is defective and the failure is covered under the 12-month hardware warranty, please contact [email protected] for warranty service — warranty claims follow a separate process from refunds.

8. Software, Licenses, and Subscriptions

Software licenses, training content, and platform subscriptions are non-refundable once your Humulo account has been provisioned. This is because account provisioning includes deploying training content to your tenant, which cannot be reversed.

For exceptions, contact [email protected].

9. Add-On Hardware and Accessories

Add-on hardware (forklift rigs, Miracast dongles, charging cables, etc.) follows the same 14-day return window as fleet hardware. The same inspection requirements apply.

10. Custom VR Training Development

Custom-developed VR training modules and digital twins are non-refundable once development has begun. Project milestones, deliverables, and any applicable refund terms for custom development engagements are governed by the separate Statement of Work signed at the start of the engagement.

11. Shipping Damage

If equipment arrives damaged due to shipping (inbound from Humulo to you, or outbound from you to Humulo via the carrier you selected), contact Humulo immediately at [email protected]. Inbound shipping damage is covered by Humulo’s shipping insurance. Outbound shipping damage on returns is the customer’s responsibility — we strongly recommend insured, trackable return shipping.

12. Disputes and Discretion

Humulo reserves the right to make final decisions on refund eligibility, restocking fees, and inspection outcomes on a case-by-case basis. We aim to be fair and reasonable in all cases. If you disagree with an inspection outcome or refund determination, please contact [email protected] directly — we will review your case and respond within 5 business days.

13. Policy Updates

This policy may be updated periodically. The terms in effect at the time of your purchase apply to that purchase. The “Effective” date at the top of this page reflects the most recent update. Material changes will be communicated to active customers by email.

Questions?

If you have any questions about this policy before or after your purchase, please contact us: