Shipping, Warranty, and Returns

Looking Glass Factory offers a full 30-day “no questions asked” refund for any product that you’re not happy with - providing that the product is in its original, sellable condition.

• The 30 days are calculated from the date of when your order was dispatched.
• A refund of the Purchase Price will be processed to your original payment method once your Looking Glass has been received by our team in Hong Kong.
• All shipping costs are non refundable. Duties/VAT/customs fees are non reimbursable.
• Please note, refunds will be calculated as: [Total payment of the order] minus [shipping + tax + return shipping costs].

Looking Glass Factory reserves the right to deny a refund, or review these terms on a case by case basis, if the product does not meet our return policy requirements.

How do I process a refund?

1. Please contact support@lookingglassfactory.com with your Order Number and the date in which your Looking Glass arrived
2. We might ask for some feedback and additional information! But once we have checked that your order meets the return policy requirements, we will issue you a pre-paid return label for the product(s).
3. Please make sure you follow the return instructions and schedule a pick up date and time with the courier.
4. As soon as the item is returned and quickly checked for usability by our engineering team, we will process a refund.
5. Do allow for up to 20 working days for your refund to be processed depending on your original payment method.
6. Please note that shipping fees associated with your original order are non-refundable. We will also be subtracting the return shipping fees from your refund if you choose to use our courier.

Warranty

Looking Glass Factory warranty is active for 12 months from the date in which your order was dispatched.

This does warrant against:

• All of the hardware and accessories, purchased from https://lookingglassfactory.com,
• And included in its original packaging against any defects in materials
• And when used as instructed in the manual

This does not warrant against:

• Normal wear and tear
• Product misuse
• Accidental damage, or damage caused by any software or hardware modifications to the products (this includes but not limited to modifications of hardware, replacing parts, taking apart the unit, or other unauthorized changes that will void this Limited Warranty).

Warranty Extension with Registration

All customers who purchase a new Looking Glass product and then complete device registration will receive a 1-month warranty extension added on to their standard Warranty as stated above in the policy.

• This does not apply to products of which the standard warranty has expired. (But customers can still complete device registration.)
• Looking Glass Factory reserves the right to update or modify these terms and conditions of this program.

If you have any questions about the warranty extension on offer, please write to support@lookingglassfactory.com.

Replacements & Repairs Process

If you are having any trouble or are experiencing problems with your Looking Glass, please first contact support@lookingglassfactory.com. We may refer you to our engineering teams for troubleshooting (either software or hardware depending on your problem) and issue a replacement if required.

• If your warranty is still active, and is within the terms eligible for warranty, please refer to the replacements section below.
• If your warranty is no longer active, or your product is not eligible for warranty support, please refer to the out-of-warranty repairs section below..

Replacements

If Looking Glass Factory determines that a replacement is needed—provided your warranty is active—these are the steps our team will go through:

1. You can send your faulty Looking Glass back to us with the pre-paid return label, and using the instructions provided to you.
2. Before you send back your unit, please make sure you include the original packaging and all the components it originally came with.
3. If the Looking Glass is not packaged properly and is damaged during shipping, this may incur extra costs
4. Once we receive your faulty unit, our team will take another look at it and we’ll get a replacement sent to you.
5. If your shipping address is within the United States or Hong Kong, Looking Glass will be responsible for all related shipping expenses.
6. If your shipping address is outside of the United States or Hong Kong, our support team will work closely with you to work out the best delivery options available.

Out-of-Warranty Repairs

If your Looking Glass is a) out of its warranty period or b) is within the warranty period but is something we do not warrant against, please write to support@lookingglassfactory.com and we will review all requests on a case-by-case basis.

Additional shipping costs, costs associated with customs and imports, and VAT are at the expense of the customer.

Last Updated: Nov 8, 2021‍

Changes to this Privacy Policy

Our Privacy Policy may change, and when it does, we will post the new policy on our Site. Whenever a user visits the Site, the current version of the Privacy Policy applies.

What information do we collect?

1. We collect information when you visit the Site or use our Products. We are able to track visitors to our Site and users of our Products. We collect information such as the browser type they are using, where they navigate and/or click, the time of their visit, their IP address, how they came to the Site (e.g. from a search engine, including what terms they may have used in their search), their approximate location in the world, certain anonymized behavior data, the kind of content a visitor imports (e.g. videos versus photos), how often they launch our apps, how long our apps are launched for, and so on. Much of this data is collected anonymously. We use this type of information for things like improving the flow of the Site, fixing any mistakes on the Site and to improve the experience of using our Products.
2. We collect information you directly provide to us. Of course, we will have a record of any information you choose to provide to us, for example if you send us an email, apply for a job, purchase a Product, add your name to our mailing list, participate in our referral programs, follow us on social media, and so on. In any of these situations we will hold onto this data for our records, and this data may include, for example, your name, email address, shipping information, and any other data you provide, which may be personally identifiable either on its own or in combination with other data. In the case of our mailing list, we primarily use mailing list services provided by ActiveCampaign. Their privacy policy is here:https://www.activecampaign.com/legal/privacy-policy. If you sign up for our mailing list, you will receive occasional emails from us. Unless this policy says otherwise, if you email us, call us, or meet us at an event, we may also add you to our mailing list manually on our local or remote servers. You are free to unsubscribe from our mailing list at any time using the link in each of our mailings, or you can write to us at info@lookingglassfactory.com. In the case of processing purchases you made by credit card, we use third-party merchant services provided by Shopify. Shopify’s privacy policy is here:  https://www.shopify.com/legal/privacy. In general, we will not retain the full details of your credit card – this will be held on to by the merchant service provider. We will, however, retain the last four digits of your card number in order to identify you and the first six digits to help with fraud prevention. In the case of social media, note that of course any information you share via social media channels may be accessible to the general public, and anyone may collect and store that data. If you submit photos to us in any social media context, you thereby grant us permission to use that photo in print or online/electronically for any lawful purposes. Note that if you share information with us on a public social media site, that information may be seen by the general public and any other person or entity might collect and keep that information for their own purposes.
3. We also use third-party merchant services provided by ReferralCandy and PayPal to help us operate our referral programs. You can find the privacy policy for ReferralCandy at https://www.referralcandy.com/privacy/, and for PayPal at https://www.paypal.com/gi/webapps/mpp/ua/privacy-full.
4. When you interact with us on social media Looking Glass Factory is active on a variety of social media platforms. Each of these platforms has its own privacy policy. For reference we link to some of these below. If you click any button on our Site that links to our social media accounts, we may collect information from you based on that action such as the types of information specified above.  Facebook, Twitter, Instagram,  Vimeo,  YouTube,LinkedIn.
5. When you email us or otherwise communicate with us directly (for example with any questions, ideas, or feedback sent toinfo@lookingglassfactory.com or via other communications directly) we will hold on to your email address so we can respond to you. We may also retain a log of all communications with you indefinitely in order to have a history of our past communications and to better serve you, unless otherwise prohibited by applicable law.

How we use collected information

The information collected by Looking Glass Factory is generally used to help us respond to your requests and serve you better. This may include:

1. To identify you in our system
2. Administering our Site and services
3. Providing services to you
4. Processing and shipping orders
5. Providing customer service
6. Running promotions and contests, and delivering rewards and contest prizes
7. Improving our Products and services
8. Contacting you for feedback
9. Communicating with you about offers, news, or promotions from us or our partners
10. Combining information about you that we’ve collected with information about you provided by third parties (such as advertising partners) to help understand our users and improve our Site and services
11. Investigating and deterring fraud or illegal activity
12. Improving the experience of using our Site, Products or services
13. Confirming your email or welcoming you to the mailing list
14. Sending you email notifications
15. Responding to requests or questions
16. Improving our marketing materials
17. Sending details of promotions for our Products, services or for any other marketing-related purposes

In addition to the targeted use of your information as described above, we may also anonymize your data by removing your personally identifying information. We then use that anonymized data for the purposes of improving our Site and Products, tracking users as they use our Site and Products, gathering information about the demographic groups that use our Site and Products, and in general improving our Site and Products. Looking Glass Factory also reserves the right to use your anonymized information for any other purposes.

Who we share your information with

We do not rent or sell your personally identifiable information to third parties. You can write us at  info@lookingglassfactory.com  if you do not want us to share your information with any third parties. Otherwise, subject to any exceptions contained herein, we may share your information with reputable third parties with complementary products or services or who are vendors providing services to us. Other situations in which we may share your information include:

1. Situations in which you give us permission to share your information
2. Situations in which we share information with other companies under the same control as Looking Glass Factory, for example subsidiaries or joint ventures
3. When we believe that we need to disclose that information to (a) investigate or resolve disputes or problems or non-compliance with our Terms of Service; (b) comply with laws or requests from government agencies or law enforcement e.g. relating to investigations into illegal activity, which may include disclosure of information without subpoenas or warrants being issued; (c) defend our rights including intellectual property rights of Looking Glass Factory or its affiliates or customers or other third parties; and/or (d) assist in enforcing the law or our Terms of Use or this Privacy Policy; and
4. During or in connection with significant company restructuring or event such as merger, financing, acquisition, or bankruptcy. In the event of bankruptcy our records may also be considered a company asset and treated as such. If any company acquires this asset through acquisition of Looking Glass Factory or other means, the rights and obligations relating to your information as laid out in this Privacy Policy will be assumed by the new holder of this information.

We reserve the right to use and to disclose any information that is anonymized for any purpose. We may share our mailing list with reputable third parties who sell products or services complementary to our own. To opt out, please send an email toinfo@lookingglassfactory.com. We do share information with our vendors, as described in this policy, for the purposes described in this policy. These vendors are not authorized to use or disclose the information, other than to perform their services for us. For example, as we described above, we share information with ActiveCampaign so that they can operate our mailing list, but they are not authorized to email you directly or share your information with others. The same applies to vendors who operate services for us such as: our forums, our referral programs, our job application page, shipping, market research, and payment processing.

We share the information we collect with vendors, service providers, researchers and other partners, who work at our direction to support the Site and Products (such as hosting our Site, fulfilling orders, facilitating payments, analyzing the way people use our Site and Products, processing credit card payments, providing customer service, or sending electronic communications for us).

In the event that the ownership of Looking Glass Factory (or any portion of our assets) changes as a result of a merger, acquisition, or in the event of a bankruptcy, information from or about you or your Product may be transferred to another company.

Security

While no system for protecting information is perfectly secure, Looking Glass Factory has adopted commercially reasonable technical, physical and administrative procedures to protect the confidentiality of the information that we collect on our Site and Products. In the event we become aware of a data breach where users’ personally identifiable information has been disclosed to unrelated third parties, we will notify any affected individuals within 72 hours of becoming aware of a breach if we think there is a reasonable risk of harm to those users or if otherwise required to do so by law. If you have any questions about our policy or security, you can write us at info@lookingglassfactory.com.

EU residents (GDPR)

Looking Glass Factory has implemented technical and organizational measures with respect to processing personal information from European Union individuals for purposes of the EU General Data Protection Regulation (“GDPR”). Upon request, we will provide you with information as to what personal data we store in relation to you. Should your personal data be incorrect, you may request to have it rectified. We may collect and use your information on the basis of your consent. You may also revoke your consent to use your personal data in the future, in whole or in part, or request deletion of your personal data. Please feel free to direct such requests, or other questions and comments regarding our GDPR compliance to  info@lookingglassfactory.com.

International visitors outside the EU

Looking Glass Factory is based in Brooklyn, New York and incorporated in Delaware. Our website is hosted on Netlify. The Netlify privacy policy is located here. All personal information we collect from our international users is processed according to US law. If you are any international user and you provide us with your information, you hereby consent to such processing of your information. Looking Glass Factory will take all reasonable steps to protect the security of the information it collects about you. However, information stored and transferred on the Internet is never completely secure. We cannot guarantee the security of your information held by Looking Glass Factory and you accept that risk by using this Site.

Minors

Our Site is not intended for minors under the age of 16. While we hope that all kids will get a chance to create with the Looking Glass, it is not something they should do without adult supervision, and our website is not directed at persons under 16. Looking Glass Factory will not intentionally collect any information about minors and will endeavor to delete information that is unintentionally collected. If you believe that a minor has provided us with information, you may contact us at info@lookingglassfactory.com and we will remove it.

Analytics services

Looking Glass Factory uses the analytics services of various third-party vendors, including but not limited to, Google Analytics, Facebook Pixel Tracking, and ActiveCampaign. Analytics is used to improve the user experience and to provide feedback on the demographic groups that are using our Site, Products and services so that Looking Glass Factory may improve its offerings. You should refer to the privacy policy documents of these analytics providers for more information on how they collect data and what your choices are in regards to data collected about you.

Cookie Policy

This Website uses cookies to improve the experience to the user and to help Looking Glass Factory in tracking users and collecting information for the purposes of improving our services and the Website. Cookies create a unique ID per user that is transmitted to Looking Glass Factory when the user uses some portion of the Website or our Products. In addition to our own cookies, the Website uses cookies from third-party vendors such as Google Analytics; however, these cookies, in general, do not provide identifying information about the user. You may accept the use of cookies and the collection of personally identifiable information on our website by clicking in the appropriate consent box on our website. You may always use the settings of your browser if you choose to later opt out of using cookies; however, this may restrict your access to certain functionality on the Website.

Pixel Tag Policy

What’s a pixel tag? Pixel tags are small blocks of code on a webpage or application that allow them to do things like read and place cookies and transmit information to us or our partners. The resulting connection can include information such as a device’s IP address, the time a person viewed the pixel, whether a viewer did a particular activity, an identifier associated with the browser or device and the type of browser being used. We use pixel tags from Facebook, and the information collected is to help us target our ads more effectively. The Facebook Cookie and Pixel Policy is here.

Third party advertisers

The technologies described above are commonly used by third party advertisers such as Facebook to collect information about a user to target ads on their own platform more directly. We may develop relationships with such third party companies to advertise for our services on other websites, and they may perform tracking and reporting functions for our products, services, and our advertisements. We may share your non-personally identifiable information with these third-party companies in connection with our Site and services. This Privacy Policy does not cover the collection methods or use of the information by these third parties, and Looking Glass Factory is not responsible for their use of the information they are able to collect on this Site using these technologies. If you access the Services through the advertising or suggestion of a third-party, we encourage you to review the privacy policies or statements of these third-party companies to learn more about their use of cookies and other technologies. You may also learn more about the way information is collected and what choices you have here.

Information you provide to third-parties

Our services may also allow for you to connect or sync your account with third-party sites, services, or social media platforms, which are not owned or operated by Looking Glass Factory. You are responsible for any information that you provide to those companies or any other third party that contacts you through or because of our services. This Privacy Policy does not govern your interaction with those third-party sites. Those sites may have their own privacy policies and practices for use of your information over which we have no control. The companies and service providers with whom we may work may also have their own privacy practices, over which we have no control. We encourage you to familiarize yourself with the privacy statements provided by these other parties prior to providing them with information or taking advantage of any offer.

Providing feedback

Any information we collect from you from any feedback you provide to us may be used internally for the purpose of improving our services. We may also disclose anonymized versions of this feedback that do not identify you as an individual, unless you give us permission to provide that information. That information is subject to this Privacy Policy.

California residents

If you are a California resident, California Civil Code Section 1798.83 permits you to request certain information regarding our disclosure of your personal information to third parties for their direct marketing purposes. To make such a request, please contact us at info@lookingglassfactory.com

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Extended 2-Year Warranty / Support Package

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AWhich Products?

The package is available for Looking Glass 4K Gen2 and Looking Glass 8K Gen2.

Summary of What's Included

When we say we’re taking you into the future, we really mean it. We’ve expanded our comprehensive warranty and support policy to give you more peace of mind every step of the way. Enjoy hassle-free repairs, replacements, and support for an additional 2 years as an add-on.

Enhanced Warranty and Support

Warranty

• Guarantee of repair or replacements for defects
• Work confidently with cutting edge technology
• For complete information on warranty - see above

Service and Support

• Priority service support - 1 business day response time
• Possible local tech support from local partner
• Regular tips and tricks to enhance user experience
• Continuous improvement of services and software tools
• Access to an ever-expanding library of tutorials, develop documentation, and onboarding

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