Returns and Refunds Policy

Last Updated: May 1, 2026

This Returns Policy applies to all hardware and software products purchased from Alpine Reality Capture LLC, including:

XGRIDS reality capture hardware sold at alpinerealitycapture.com/products, including reality capture scanners, RTK modules, batteries, accessories, and related XGRIDS hardware;
DJI Enterprise hardware sold through the Alpine Reality Capture DJI store at alpinerealitycapture.com/dji-store, including aerial platforms, payloads, docking stations, base stations, RTK reference stations, intelligent flight batteries, battery stations, and DJI accessories;
Software licenses, subscriptions, and warranty add-ons sold by Alpine, including LCC Studio Premium subscriptions, LixelStudio license activation codes, DJI FlightHub 2 subscriptions, and extended warranty purchases.

This policy does not apply to professional services, consulting engagements, scanning services, or other non-product offerings, which are governed by Alpine's Terms of Use and Professional Services Terms & Disclaimer.

XGRIDS hardware sold by Alpine is fulfilled either from Alpine's own inventory shipped from Draper, Utah, or by drop-ship from our authorized XGRIDS distributor. DJI Enterprise hardware is fulfilled by drop-ship from ASI Corp, the master distributor of DJI Enterprise products in the United States. Returns and warranty claims involve coordination among Alpine, the fulfilling warehouse, and the manufacturer (XGRIDS or DJI) as described below.

1. Eligible Returns

We accept returns of hardware and unactivated software licenses that meet all of the following conditions:

The product is unopened and in original factory-sealed, resale condition.
All outer packaging, manufacturer seals, and UPC labels are fully intact.
The device has not been powered on, paired, registered, or activated through any manufacturer software platform. For XGRIDS hardware, this includes pairing with LixelGO, LCC Scan, LixelStudio, or LCC Studio. For DJI hardware, this includes pairing with DJI Pilot 2, DJI Fly, DJI Enterprise app, or DJI FlightHub 2.
For software licenses and subscriptions, the activation code or license key has not been redeemed, registered, or activated.
All original packaging, accessories, manuals, and free items included in the order are returned with the product.
A Return Merchandise Authorization (RMA) is requested within 30 days of the delivery date.
The product is shipped back within 14 days of RMA issuance.

If all conditions are met, you will receive a refund of the product price to the original payment method, less a non-refundable transaction fee and any shipping charges incurred by Alpine, as described in Sections 6 and 7. Return shipping is the responsibility of the purchaser. No restocking fee applies, because returned products must be unopened and in resale condition.

2. Items That Cannot Be Returned

The following items are not eligible for return under any circumstances:

Hardware where the factory seal has been broken, the carton has been opened, or the device has been powered on, paired, registered, or activated.
Devices that have been linked to a manufacturer account or activated through any software platform (including XGRIDS and DJI software listed in Section 1).
Software activation codes, license keys, and subscription terms that have been redeemed, registered, activated, or otherwise put into service. This includes LCC Studio Premium subscriptions, LixelStudio license activation codes, and DJI FlightHub 2 subscriptions.
Extended warranty purchases. Extended warranty add-ons sold by Alpine, including XGRIDS extended warranty terms and any other manufacturer-issued service contracts, are non-refundable once purchased.
Demo units, open-box units, refurbished units, and items marked as final sale.
Items damaged after delivery through customer handling, modification, or attempted repair.
Items returned without original packaging, accessories, manuals, or free items included with the original order.
Intelligent flight batteries and scanner batteries that have been charged, installed in a device, or otherwise put into service.

XGRIDS and DJI hardware are serialized, account-bound systems. Once a device has been activated, paired, or registered to a manufacturer account, it cannot be resold as new. This policy mirrors the standard practice of authorized XGRIDS dealers and DJI Enterprise dealers for serialized capital equipment.

3. Defective on Arrival (DOA)

If a product arrives non-functional or develops a manufacturer defect, contact us within 72 hours of identifying the issue, and within 30 days of the original delivery date. Retain the original packaging until the claim is resolved.

DOA and warranty cases are handled directly by the manufacturer (XGRIDS or DJI) under the manufacturer's warranty terms. Alpine does not perform repairs and does not act as the warranty party. Alpine will assist customers in navigating the manufacturer's warranty process wherever we are able to.

Per ASI Corp policy, the DJI distributor is not responsible for DOA or warranty cases for DJI hardware; those cases route directly to DJI through DJI's standard warranty process. XGRIDS warranty cases route directly to XGRIDS.

4. Manufacturer Warranty

All warranty claims and warranty-related matters for hardware sold by Alpine Reality Capture are between the customer and the manufacturer (XGRIDS or DJI). Alpine Reality Capture is not the warranty party, does not extend, modify, or supplement the manufacturer's warranty, and is not responsible for warranty determination, repair, or replacement. Final warranty decisions are made solely by the manufacturer under the manufacturer's published warranty terms.

Alpine believes in supporting our customers and will assist with manufacturer warranty matters wherever we are able to.

XGRIDS Hardware Warranty

XGRIDS hardware is covered by a one-year manufacturer warranty from XGRIDS, beginning on the date of delivery. An additional one-year warranty extension is available for purchase through Alpine, extending total coverage to two years. Extended warranty purchases must be made at the time of hardware purchase or within the eligibility window specified by XGRIDS, and are non-refundable once purchased. Warranty terms are set by XGRIDS and are subject to change.

DJI Enterprise Hardware Warranty

DJI Enterprise hardware is covered by DJI's standard manufacturer warranty (typically one year from the date of delivery, varying by product). Warranty terms are set by DJI and are subject to change.

DJI Care Enterprise is not currently available in the United States. The DJI Care Enterprise extended-warranty product, while widely available in other regions, is not offered for US-market DJI Enterprise hardware as of the date of this policy. We do not include DJI Care Enterprise with any product sold through this store. If DJI's US offering changes, we will update this policy.

Warranty Exclusions

Manufacturer warranties typically do not cover damage from misuse, modification, unauthorized repair, environmental exposure outside the device's rated specifications, crash damage, or normal wear of consumable components such as batteries and propellers. Refer to the manufacturer's published warranty documentation for the complete terms applicable to your product.

Warranty claims after the initial 30-day DOA window are handled through the manufacturer's standard warranty process. Contact Alpine and we will assist where we are able.

5. How to Request a Return or DOA Claim

Email returns@alpinerealitycapture.com with:

Order number and date of purchase;
Product name and serial number (or license key reference for software);
Reason for the return or DOA report;
Photos of the unopened, sealed packaging (for return requests) or photos of the defect (for DOA claims).

We will respond within two business days with an RMA number and return instructions if the request is eligible. Return shipping address and procedure will be provided with your RMA. Do not ship any product back without an RMA number. Returns received without an RMA will be refused.

6. Refund Processing

Refunds are issued to the original payment method within 5 to 7 business days after the returned product is received and inspected. If the product fails inspection (factory seal broken, missing components, evidence of activation, damage during return transit), the return will be refused and the product will be shipped back to you at your expense.

Non-refundable transaction fee. A non-refundable transaction fee equal to the actual processing charges incurred by Alpine on the original transaction will be deducted from the refund. These charges are typically credit card processing fees of approximately 3% of the order total. The fee reflects payment platform costs that are not recoverable from the payment processor when a refund is issued, and does not apply to refunds for products determined to be defective on arrival under Section 3.

7. Shipping and Order Cancellation

Shipping costs. All actual shipping charges incurred by Alpine on the original purchase will be deducted from the buyer's refund, including any shipping costs that were waived or covered by Alpine as a promotion or courtesy. The buyer receives Alpine's discounted shipping rates.

Return shipping. The buyer is responsible for return shipping costs and for the safe transit of the product. We require insured, tracked freight with coverage for the full declared value of the equipment. Alpine Reality Capture is not responsible for loss or damage during return transit.

Defective on arrival. For confirmed DOA returns processed by Alpine under Section 3, Alpine pays shipping in both directions at no charge to the buyer, and no transaction fee is deducted from the refund.

Order cancellation. Orders may be cancelled at no charge if the product has not yet shipped from the fulfilling warehouse, whether that is Alpine's facility in Draper, Utah, our authorized XGRIDS distributor, or ASI Corp for DJI hardware. Once an order has shipped, cancellation is no longer possible and the order must be processed through the standard return procedures above. Contact us as soon as possible if you need to cancel an unshipped order.

8. Contact

Alpine Reality Capture LLC
2182 E Fair Winns
Draper, Utah, USA
Email: returns@alpinerealitycapture.com
Phone: (801) 824-6162