Refund and Returns Policy

To qualify for a return, the returned product must maintain its original quality and function. This includes ensuring that the product, packaging, accessories, gifts, instructions, trademark labels, etc. are complete and intact without any human damage. Additionally, the product should not have been activated and must not affect its secondary sale.
Insta360 will provide a complete refund for the product, and there will be no restocking fee associated with the return.

We reserve the right to decline your return requests under the following conditions:

× Products that were not purchased through the official Insta360 Store, lack a valid order/serial number in the Insta360 Store system, or have mismatched serial numbers. If a legitimate purchase certificate or receipt cannot be provided or if such documents have been forged or altered.

× Return requests submitted beyond the specified timeframe in accordance with applicable laws and regulations.

× Incomplete returns of products, including missing components from the original factory packaging such as the product itself, packaging, accessories, gifts, instructions, trademark labels, invoices, or other essential certificates or documents. This also applies if the product’s appearance has been damaged due to human causes.

× Unauthorized repairs or modifications, tampering with mandatory certification marks, destruction or alteration of product labels, serial numbers, waterproof marks, anti-counterfeiting marks, packaging, etc.

× Appearance usage traces that are challenging to restore to the original state, or data usage traces such as activation, authorization information, or unreasonable personal use data retention.

× Quality issues resulting from collisions, damage not related to the product’s inherent quality, unauthorized modifications caused by human factors, intrusion of foreign substances (water, oil, sand, etc.), incorrect installation, and improper use or operation not in line with the provided instructions.

× Returns due to logistics damage, missing items, or the wrong product being sent, where the recipient has signed and cannot provide relevant credentials issued by the logistics company.

× Products damaged due to force major factors such as fire, flood, lightning, traffic accidents, etc.

× Failure to ship the corresponding product within the period specified by applicable laws and regulations after confirming the return service with Insta360.

× Sealed audio, video recordings, or computer software that were unsealed after delivery.

× Other circumstances specified by applicable laws and this policy.

Return Guideline

(a) To start a return, kindly “Submit a Return/Exchange Request” by completing the form on our website within 15 days of receiving the product.

(b)After you submit your return request, we will get in touch with you via email or other means to verify your preferred method for the return. It is crucial to carefully review and respond to our communication. Please note that our contact does not automatically imply approval of your return request. Approval depends on meeting the specified return conditions.

(c) Once your return and refund request receive approval, please dispatch the complete product (inclusive of the product itself, outer packaging, accessories, gifts, instructions or manuals, trademarks, and original invoices) to the designated address provided by Insta360 within 14 days from the approval date.

(d) If a return is sought due to product quality concerns, our technical support department at Insta360 may need to perform inspections to verify the existence of such quality issues.

(e) Upon verifying that the product meets the return conditions, we will begin the refund process within 7 days of receiving the returned item. However, the precise timing of the refund appearing in your receiving account is subject to the internal policies and practices of your financial institution. If our records show a refund has been issued but hasn’t appeared in your account, we suggest contacting your financial institution for help.

Exchange Guideline

(a) If you need an exchange, kindly “Submit a Return/Exchange Request” by completing the form on our website within 15 days of receiving the product.

(b) After submitting your exchange request, we’ll contact you through email or other methods to confirm your exchange preferences. It is essential to carefully review and respond to our communication. Please note that contacting you does not automatically indicate approval of your exchange request. The decision to approve the exchange application depends on whether the specified conditions are met.

(c) Upon approval of your exchange request, please dispatch the complete product (including the product itself, outer packaging, accessories, gifts, instructions or manuals, trademarks, and original invoices) to the designated address provided by Insta360 Store within 14 days from the approval date.

(d) Upon meeting the exchange criteria, we will dispatch the replacement items to either the location of your initial order or an alternative address you designate, following the verification of the returned product.