Refund policy

Thank you for shopping at SpeakON. This policy applies exclusively to products and digital services purchased directly through www.speakon.app. If you purchased through an authorized reseller, please contact them directly for their specific return policies.

1. HARDWARE RETURN POLICY

1.1 The 30-Day Return

You have the right to return your SpeakON hardware within 30 days from the date of delivery. The return period expires at midnight on the 30th day after you take possession of the product. Requests submitted beyond this window will not be accepted. 

1.2 Eligibility Criteria

To qualify for a refund, the following conditions must be met:

• Proof: A valid receipt, order number, and the Product Serial Number (SN) are required.

1.3 Non-Returnable Items

• Any product not purchased from www.speakon.app.
• Consumables or accessories (e.g., gift cards) unless they are defective.
• Items that have been physically tampered with, customized, or modified.
• Products with a missing or altered Serial Number (SN) or warranty seal.
• Final Sale items or products involved in a Chargeback dispute. Initiating a credit card chargeback before contacting our support team or during an active return process will result in an immediate suspension of your return/refund eligibility.

2. 12-Month Worry-Free Warranty

SpeakON stands behind the quality of our AI hardware. The SpeakON V1-M includes a 12-month warranty (or longer where required by local law) effective from the date of delivery.

What is Covered:

SpeakON provides complimentary replacement or maintenance services for hardware functional failures occurring under normal operating conditions within the warranty period. To claim warranty service, a valid Serial Number (SN) and Proof of Purchase are required.

Warranty Conditions:

To maintain the validity of this warranty, the following conditions must be met:

• Authorized Use: The device has not been dismantled, repaired, modified, or resold by unauthorized parties.
• Intended Operation: The device has been operated within its intended environmental conditions as specified in the User Guide.
• Physical Integrity: The device shows no signs of physical abuse, such as impact (collision), dropping, crushing, or bending.
• Environmental Protection: No structural deformation or liquid ingress (water damage/leakage) has occurred due to improper storage or exposure to extreme humidity.

Your Legal Rights:

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. For any technical issues or warranty claims, please contact our global support team at: support@speakon.app.

3. THE RETURN PROCESS

3.1 Intelligent Diagnostics (Quick Fix Guide)

Before initiating a return, our system may provide a "Quick Fix Guide" specifically for common issues such as "Connection Failure" or "Audio Inconsistency." Over 80% of these issues can be resolved immediately through this guide. We highly encourage you to follow these steps to continue enjoying your SpeakON experience.

3.2 Initiate Your Request

To begin a formal return, you must contact our support team via support@speakon.app, Online Chat, or our Online Request Form. To expedite the process, please provide:

• Order Number
• Product Serial Number (SN)
• Product Inspection Video: A short clip demonstrating the reported issue/condition.

Important: Please do not ship items back to the original fulfillment warehouse. Any returns sent without prior authorization (RMA) or to the wrong address will not be accepted.

3.3 Return Authorization & Shipping Labels

Once your request is approved, the shipping method depends on the reason for the return:

• For Manufacturing Defects (SpeakON Pays): We will provide a prepaid Return Shipping Label and detailed instructions. You simply need to print the label and drop off the package at the designated carrier.
• For Personal Preferences/Remorse Returns (Customer Pays):

  • Option A: You may arrange the return of the product from a carrier of your choice. In this case, you must provide us with the tracking number.

  • Option B: SpeakON can provide a prepaid shipping label for your convenience. If you choose this option, a flat fee of $12.50 will be deducted from your final refund.

3.4 Product Returns & Battery Safety:

Please ensure the product is securely packed in its original packaging with all accessories included. Follow the provided instructions to send the package to our designated US Return Center.

Important: Due to US safety regulations involving lithium batteries, all hardware returns must be shipped using the original packaging (which includes required safety shielding) or equivalent protective packaging. You must inform the carrier of the internal battery upon shipment to comply with hazardous material transportation rules.

3.5 Missing Items & Shipping Discrepancies

If you receive a package that is incomplete, please notify us at support@speakon.app within 48 hours of delivery. To resolve the issue, please provide:

• Order Number and the name of the missing item/accessory.
• The total weight of the package (as listed on the shipping label).
• Clear photos of the outer packaging, ensuring all shipping labels are visible.
• An Unpacking Video (if available), which is the most effective evidence for missing item claims.

Our Resolution:

• Once the discrepancy is confirmed, we will resend the missing item/accessory at no additional cost.
• Alternatively, we can issue a partial refund for the value of the missing item.

4. EXCHANGES & REFUND PROCESS

4.1 Hardware Exchanges

We only replace items if they are defective or damaged due to manufacturing issues.

• Defective/Damaged Items: SpeakON provides a "Replacement Directly" service for products under warranty.
• Procedure: You must contact support@speakon.app before sending any item back. Unauthorized exchanges will not be processed.

SpeakON provides the tools for productivity; users are solely responsible for ensuring compliance with local recording and privacy laws. Non-compliance does not constitute a ground for a 'defective' return.

Please refer to Section 3, “The Return Process,” and provide us with the following information:

• Order Number
• Product Serial Number (SN)
• Product Inspection Video: A short clip demonstrating the reported issue/condition.

4.2 Hardware Refund Approval

Once your return is received and inspected at our US warehouse, we will notify you of the approval or rejection of your refund.

• Original Payment Path: All approved refunds will be credited back to your original payment method (Credit Card, PayPal, Apple Pay, etc.). Under no circumstances will we offer cash refunds. 
• Transaction Fees: SpeakON is not responsible for any bank processing fees, currency conversion fees, or interest charges incurred during the purchase or refund process. Please contact your financial institution for such disputes.
• Processing Time: Approved refunds typically take 5–10 business days to appear in your account, depending on your bank's internal processing speed.

4.3 Sale Products

If a product was purchased at a promotional or sale price, the refund will be issued based on the actual price paid at the time of purchase, not the current retail price.

5. DIGITAL SERVICES (SOFTWARE & SUBSCRIPTIONS)

5.1 Scope of Application

This policy applies to all SpeakON digital services, including Membership Subscriptions and Transcription Quotas, purchased via www.speakon.app, or the Apple App Store.

5.2 Refund Eligibility & Exceptions

You are eligible for a full refund within 30 days of purchase ONLY IF the digital service has not been activated, redeemed, consumed, or used.

• Technical Failure: Refunds may be granted if verified technical issues on SpeakON’s side prevent you from accessing the service.
• Non-Refundable: No refunds will be issued if:
  1) The request is submitted more than 30 days after purchase.
  2) The service has already been activated or credits have been consumed.
  3) Issues arise from the user’s personal device, unstable network, or improper operation.

5.3 Refund Application Process by Channel

The refund process depends entirely on where you paid for the service:

• Online Official Store: Managed directly by SpeakON Support Team. Email support@speakon.app with your Order Number and registered email address.
• Apple App Store (In-App Purchases):  SpeakON cannot directly intervene or process refunds for Apple’s proprietary billing system. Submit your request through Apple’s official portal at reportaproblem.apple.com.

For any bundled offers, the following strict refund criteria apply:

• Seal-Intact Requirement: Bundled hardware must be returned in its original, factory-sealed condition. Once the hardware packaging is opened or the device is powered on, the hardware portion becomes ineligible for a full refund as a "change of mind" return.
• Non-Activation Policy: AI Subscriptions or Transcription Quotas included in the bundle must NOT have been activated or consumed. Once the digital service is activated or any AI processing has occurred, the digital portion of the bundle is strictly non-refundable.
• Full Bundle Return Only: To receive a full refund, both the unopened hardware and the unactivated digital service must be returned together. We do not accept partial returns for bundles where the digital service has already been utilized.

6. RESERVATION OF RIGHTS (REJECTION CRITERIA)

SpeakON reserves the right to reject any return or refund request if:

• The product was not purchased directly from www.speakon.app.
• The product lacks its original Serial Number (SN) or warranty seal.
• The product is returned without original packaging, manuals, cables, or accessories.
• The product is physically damaged, tampered with, or customized.
• The customer has initiated a Chargeback through their bank; in such cases, the refund process will be suspended pending the resolution of the bank dispute.