Hardware Returns and Refunds Policy

This Returns Policy applies to physical hardware purchased from the Alpine Reality Capture member store, including XGRIDS Lixel L2 Pro and Lixel K1 scanners, PortalCam, RTK kits, batteries, mounts, cases, and accessories. It does not apply to professional services, consulting engagements, software licenses, or digital products, which are governed by our Terms of Use, Professional Services Terms & Disclaimer.

1. Eligible Returns

We accept returns of hardware that meets all of the following conditions:

  • The product is unopened and in its original factory-sealed condition.

  • All outer packaging, manufacturer seals, and UPC labels are fully intact.

  • A Return Merchandise Authorization (RMA) is requested within 30 days of the delivery date.

  • The product is received by Alpine Reality Capture within 14 days of RMA issuance.

If all conditions are met, you will receive a full refund of the product price to the original payment method. Original shipping fees are not refunded. Return shipping is the responsibility of the purchaser.

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, or activated.

  • Devices that have been registered to a user account or activated through XGRIDS firmware, LixelStudio, LixelGo, LCC Scan, or LCC Studio.

  • Software activation codes and license keys, including LixelStudio, LCC Studio Basic, LCC Studio Premium, LCC Studio upgrades, and any subscription terms.

  • 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, calibration documentation, or free items included with the original order.

XGRIDS scanners are serialized, account-bound LiDAR systems. Once a device has been activated, it cannot be resold as new. This policy mirrors the standard practice of major specialty electronics retailers for serialized computing and imaging hardware.

3. Defective on Arrival (DOA)

If a product arrives non-functional or develops a manufacturer defect within 30 days of delivery, contact us within 48 hours of identifying the issue. We will coordinate a warranty replacement or repair through XGRIDS at no cost to you. DOA claims require the original packaging to be retained until the claim is resolved.

4. Manufacturer Warranty

All XGRIDS hardware sold through Alpine Reality Capture includes a one-year manufacturer warranty from the date of delivery. Warranty claims after the initial 30-day DOA window are handled through the XGRIDS warranty process. Contact us to initiate a claim. Warranty does not cover damage from misuse, modification, unauthorized repair, environmental exposure outside the device's rated specifications, or normal wear of consumable components such as batteries.

5. How to Request a Return

Email returns@alpinerealitycapture.com with:

  • Order number and date of purchase.

  • Product name and serial number.

  • Reason for the return.

  • 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. 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 we receive and inspect the returned product. If the product fails inspection (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.

7. Return Shipping

You are 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.

8. Contact

Alpine Reality Capture LLC 2182 E Fair Winns Ln, Draper, UT 84020 returns@alpinerealitycapture.com (801) 824-6162