Return, Refund & Warranty Policy

This policy applies to consumer robotic products sold directly by VisionLibra, including Mochi™ AI Pet Cat, Aura™ Personal AI Companion, and future VisionLibra robotic products, unless a specific product page states otherwise.

VisionLibra robots may include newly developed hardware, sensors, AI software and connected features. Some products are offered for preorder while final engineering, testing and manufacturing are still in progress.

By placing a preorder, you acknowledge that you are purchasing a product that may still be in development and agree to the terms below.

1. Preorders

A preorder reserves a product that has not yet entered general retail availability.

Estimated shipping or delivery dates shown on product pages are good-faith estimates based on our current development and manufacturing schedule. They are not guaranteed delivery dates.

Production schedules may change due to engineering improvements, component availability, safety testing, certification, manufacturing, quality control, logistics or other circumstances.

VisionLibra will make reasonable efforts to communicate material changes to expected fulfillment schedules.

2. Preorder Cancellation

You may cancel your preorder within 14 days of purchase for a full refund.

After the 14-day cancellation period, VisionLibra may begin purchasing components, reserving manufacturing capacity or producing components specifically for the applicable production run.

For this reason, preorders are generally non-refundable after the 14-day cancellation period, except as described below or where otherwise required by applicable law.

If VisionLibra determines that it cannot fulfill your preorder, you will be entitled to a full refund of the amount paid for the unfulfilled product.

If your preorder has not shipped within 90 days after the estimated shipping or delivery date originally displayed when you placed your order, you may request cancellation and a refund for the unfulfilled product.

3. Product Development Changes

Preorder images, prototypes, demonstrations, specifications and descriptions represent our current intended product design.

Because preorder products may still be undergoing engineering and manufacturing development, VisionLibra may make reasonable changes to:

• Internal components
• Sensors
• Processors
• Motors and actuators
• Materials
• Colors and finishes
• Dimensions and weight
• Battery configuration
• Packaging
• Software
• AI features
• User interfaces

These changes may be made to improve safety, reliability, manufacturability, performance or user experience.

If VisionLibra makes a material change before shipment that substantially alters the core purpose or advertised functionality of a product, affected preorder customers will be notified and provided with appropriate options.

4. Returns After Delivery

VisionLibra robots are sophisticated electronic and electromechanical products that may contain cameras, microphones, sensors, motors, batteries, personalized software and/or soft-touch materials.

For this reason, opened and unopened products are subject to different return conditions.

Unopened Products

An unopened VisionLibra robot may be returned within 7 days of confirmed delivery if:

• The original product packaging remains unopened.
• Factory seals remain intact.
• The product has not been activated, registered, paired or used.
• The product and packaging remain in original condition.
• All included accessories, documentation and promotional items are returned.

For non-defective returns, the customer is responsible for return shipping and associated shipping risk.

Original shipping charges, expedited shipping charges, customs duties, import taxes and similar charges are non-refundable unless required by law.

5. Opened or Used Robots

Once a VisionLibra robot has been opened, activated or used, it is generally not eligible for return because of change of mind, buyer's remorse or personal preference.

This policy is necessary because robotic products may contain personalized AI data, user configurations, cameras, microphones, batteries, mechanical components and, in products such as Mochi™, soft-touch or fur materials that cannot necessarily be resold as new after use.

Opening a product does not eliminate your rights relating to a verified manufacturing defect, shipping damage or an incorrectly supplied product.

6. Damaged, Defective or Incorrect Products

Please inspect your robot promptly after delivery.

If your product arrives:

• Physically damaged,
• With missing components,
• With the incorrect product or configuration, or
• With an apparent manufacturing defect,

please contact VisionLibra within 7 days of confirmed delivery.

We may request:

• Your order number
• Product serial number
• Photos
• Video demonstrating the problem
• Diagnostic information
• A description of the issue

VisionLibra may first provide remote troubleshooting or software assistance when appropriate.

If we confirm that the product has a manufacturing defect, VisionLibra may, depending on the circumstances: repair the product, provide replacement parts, replace the affected product, or provide another remedy required by applicable law.

For confirmed defects covered by warranty, VisionLibra will cover reasonable repair or replacement costs in accordance with the applicable warranty.

7. One-Year Limited Hardware Warranty

Unless otherwise stated on the applicable product page, VisionLibra consumer robotic products include a one-year limited hardware warranty, beginning on the date of confirmed delivery.

The warranty covers defects in materials and workmanship occurring during normal intended use.

Covered components may include, as applicable:

• Main electronics
• Control boards
• Sensors
• Cameras
• Motors and actuators
• Speakers and microphones
• Charging components
• Internal wiring
• Other factory-installed hardware

VisionLibra may repair or replace defective components or products at its discretion, subject to applicable law.

8. What the Warranty Does Not Cover

The limited warranty does not cover damage or malfunction resulting from:

• Drops, impacts or accidents
• Water or other liquid exposure unless the product is specifically advertised as water resistant
• Fire or extreme temperatures
• Improper charging or incompatible power supplies
• Misuse or operation outside published instructions
• Unauthorized modification
• Unauthorized disassembly
• Third-party repairs
• Damage caused by animals
• Damage caused by improper storage
• Cosmetic damage
• Normal wear and tear
• Normal degradation of batteries
• Normal wear of fur, fabric or other soft materials
• Lost or stolen products

The warranty also does not guarantee that AI-generated responses will always be accurate, appropriate or identical between interactions.

9. Software & AI Features

VisionLibra robots may rely on software, artificial intelligence, local processing, cloud services or third-party AI technologies.

AI and software products evolve over time.

VisionLibra may update, improve, replace or modify software features, AI models, voices, interfaces and connected functionality as the product evolves.

Normal software updates, changes in AI-generated responses or reasonable modifications to AI functionality do not by themselves constitute hardware defects.

Certain optional future services may require a subscription or separate purchase. If so, applicable pricing and terms will be disclosed before purchase.

10. Personalization & Data

Certain VisionLibra robots may learn from interactions with their owners and store preferences, memories or other personalization data.

Before sending a robot to VisionLibra for repair or replacement, customers should remove personal information or perform any available factory-reset procedure when instructed to do so.

VisionLibra is not responsible for loss of locally stored personalization or user-generated data during repair, replacement or factory reset, except where otherwise required by law.

11. Return Authorization Required

Please contact VisionLibra at contact@visionlibra.com before returning any robotic product.

Do not ship a robot back without receiving return authorization and return instructions.

Unauthorized returns may be refused or returned to the sender.

Customers should package returned robots securely and follow all provided instructions, particularly for products containing lithium-ion batteries.

12. Refund Processing

When a refund is approved, it will generally be issued to the original payment method after the returned product has been received and inspected, where a physical return is required.

Processing times may vary depending on the payment provider or financial institution.

VisionLibra reserves the right to reject a return if the returned product does not match the authorized return, is missing components, has been damaged after delivery or otherwise fails to satisfy the applicable return conditions, subject to applicable law.

13. Your Legal Rights

This policy provides contractual rights in addition to rights that may be available under applicable consumer-protection laws.

Nothing in this policy is intended to exclude, restrict or waive consumer rights that cannot legally be excluded or waived.

Where applicable law provides greater rights than this policy, applicable law will control.

Policy Summary

• Preorder cancellation: Full refund within 14 days of purchase.
• Preorder delay: Cancellation available if the order has not shipped within 90 days after the originally estimated shipping or delivery date.
• Unopened robot: Return request within 7 days of delivery.
• Opened or used robot: No change-of-mind returns.
• Shipping damage / manufacturing defect: Contact VisionLibra within 7 days of delivery.
• Hardware warranty: One-year limited warranty unless otherwise stated.
• Unauthorized modification or accidental damage: Not covered.

VisionLibra
Building intelligent companions for the physical world.

This policy applies to VisionLibra data capture hardware and edge compute products — Wego2, Wego4, RobooPi P53 — and to the Spatial sensor line (Spatial Mini, Spatial Home, Spatial Vision, Spatial Robot, Spatial Hub), unless a specific product page states otherwise. It does not cover Mochi™ or Aura™ — see the Robots tab above for those.

These are professional and developer tools bought to integrate into a build, a research pipeline or a fleet. The terms below reflect that: a longer evaluation window than an impulse consumer purchase, and conditions suited to hardware that gets bench-tested or field-deployed rather than opened once and kept in a drawer.

1. Two Product Types, Two Sets of Terms

Spatial sensors (Spatial Mini, Home, Vision, Robot, Hub) ship worldwide from stock, typically within 3 business days.

Capture rigs & edge compute (Wego2, Wego4, RobooPi P53) ship from stock for the first 5 units of each model; beyond that, each unit is built to order, typically in 30–60 days.

2. In-Stock vs. Built-to-Order (Wego2, Wego4, RobooPi P53)

The first 5 units of each model are filled from stock. Once those are sold, further orders enter the built-to-order queue and are manufactured specifically to fill that order. VisionLibra will let you know at the time of your order, or on request at contact@visionlibra.com, whether your unit is coming from stock or being built to order — this determines which terms below apply.

3. Built-to-Order Cancellation

If your order falls into the built-to-order queue, you may cancel it within 5 business days of purchase for a full refund.

After that window, VisionLibra begins sourcing components and reserving production capacity specifically for your unit. Built-to-order units are manufactured to fill your order and are not eligible for a change-of-mind return once that cancellation window has passed — including after delivery. They are non-refundable past 5 business days except as described below, the defect/incorrect-item protections in Section 5, or where otherwise required by applicable law.

If VisionLibra cannot fulfill your order, or if it has not shipped within 30 days after the estimated ship date originally shown at checkout, you may request cancellation and a full refund.

4. Evaluation Returns After Delivery

Spatial Sensors

Spatial sensors may be returned within 30 days of confirmed delivery for a full refund, whether or not you have opened the package or bench-tested the unit — you're expected to try it. The unit and any accessories should be returned in the condition they were tested in (no physical damage, no removed or damaged components). No restocking fee.

Wego2, Wego4 & RobooPi P53 — in-stock units only

This evaluation window applies only to units filled from the 5 in-stock units of each model. Built-to-order units are governed by Section 3 above and are not eligible for a change-of-mind return after delivery.

An in-stock unit may be returned within 14 days of confirmed delivery:

• Unopened, in original packaging: full refund, no restocking fee.
• Opened and bench-tested, but not deployed in the field: full refund minus a 15% restocking fee.
• Used for field data capture: evaluated case by case. Visible wear, altered calibration or signs of extended field use may reduce the refund or make the unit ineligible for a change-of-mind return; this does not affect your rights for a defective or incorrectly supplied unit.

Before returning any unit, back up and then wipe any data captured on its onboard storage — see Section 9.

For non-defective returns, the customer is responsible for return shipping and associated shipping risk. Original shipping charges, customs duties and import taxes are non-refundable unless required by law.

5. Damaged, Defective or Incorrect Products

Please inspect your order promptly after delivery. If it arrives physically damaged, with missing components, as the wrong product or configuration, or with an apparent manufacturing defect, contact VisionLibra within 7 days of confirmed delivery.

We may ask for your order number, the unit's serial number, photos, video demonstrating the issue, diagnostic information or a description of the problem, and may offer remote troubleshooting first when appropriate.

If we confirm a manufacturing defect, VisionLibra will repair the unit, replace it, provide replacement parts, or offer another remedy required by applicable law, at no cost to you.

6. Two-Year Limited Hardware Warranty

Unless otherwise stated on the applicable product page, VisionLibra data capture hardware, edge compute products and Spatial sensors include a two-year limited hardware warranty from the date of confirmed delivery, covering defects in materials and workmanship under normal intended use.

Covered components may include, as applicable: main electronics, control boards, image sensors and cameras, connectors and cabling, the enclosure and mounting hardware, and other factory-installed components.

VisionLibra may repair or replace defective components or units at its discretion, subject to applicable law.

Enterprise Platform customers and fleet/bulk orders receive advance replacement for warranty claims — a replacement unit ships before the faulty one is returned — instead of the standard repair-then-return process.

7. What the Warranty Does Not Cover

The limited warranty does not cover damage or malfunction resulting from: drops, impacts or accidents; water or other liquid exposure beyond the unit's stated ingress protection rating; fire or extreme temperatures; improper charging or incompatible power supplies; misuse or operation outside published specifications; unauthorized modification or disassembly; third-party repairs; damage from field or industrial use beyond the unit's stated environmental rating; normal cosmetic wear, cable wear or connector wear; normal degradation of batteries; or lost or stolen units. Sensor drift or recalibration needs arising from normal field use are addressed through our standard calibration support rather than warranty replacement.

8. Firmware & Software

VisionLibra hardware may rely on firmware, companion software, the SpatialAI SDK or connected cloud services, which VisionLibra may update, improve or modify over time. Normal firmware or SDK updates do not by themselves constitute a hardware defect.

9. Your Captured Data

Wego2, Wego4 and RobooPi P53 may store captured video, sensor data or configuration on local or removable storage. Before returning a unit for any reason, or sending it in for repair or replacement, back up and then wipe your captured data and any account credentials. VisionLibra is not responsible for data left on a returned or repaired unit, except where otherwise required by law.

10. Return Authorization Required

Please contact VisionLibra at contact@visionlibra.com before returning any hardware. Do not ship a unit back without receiving return authorization and instructions — unauthorized returns may be refused or returned to the sender. Package returns securely, particularly for units containing lithium-ion batteries.

11. Refund Processing

Approved refunds are issued to the original payment method after the returned unit has been received and inspected. Processing times vary by payment provider. VisionLibra reserves the right to reject a return that does not match the authorization, is missing components, was damaged after delivery, or otherwise fails to satisfy the applicable conditions above, subject to applicable law.

12. Your Legal Rights

This policy provides contractual rights in addition to any rights available under applicable consumer-protection law. Nothing here excludes, restricts or waives rights that cannot legally be excluded or waived; where applicable law provides greater rights, applicable law controls.

Policy Summary

• Spatial sensors: 30-day evaluation return, full refund, no restocking fee.
• Wego2 / Wego4 / RobooPi P53 — in-stock units (first 5 of each model): 14-day evaluation return after delivery; unopened full refund; opened/bench-tested minus 15% restocking fee; field-used evaluated case by case.
• Wego2 / Wego4 / RobooPi P53 — built-to-order units: free cancellation within 5 business days of purchase, before production starts; no returns after that — including after delivery — except a VisionLibra fulfillment failure or shipment more than 30 days past the estimated ship date, or a defect/wrong item under Section 5.
• Shipping damage / manufacturing defect: contact VisionLibra within 7 days of delivery.
• Hardware warranty: two-year limited warranty unless otherwise stated; advance replacement for Enterprise/fleet orders.
• Unauthorized modification or accidental damage: not covered.

VisionLibra
The data & evaluation layer for Physical AI.