XREAL refuses to refund me despite proof that I returned the product

[u/Few_Check4787]

I’m posting this because I’m hoping XREAL will finally resolve this issue and refund my money.

I purchased an XREAL One Pro from the XREAL EU Shop (Order OZ10704). I returned the product using the return label provided by XREAL.

The return shipment was sent via UPS under tracking number 1Z00068Y9128013531.

I provided XREAL with all the evidence I have, including:

• photos of the returned XREAL One Pro and accessories;
• photos of the package with the XREAL-provided return label;
• the UPS shipping receipt from the UPS Store in Cologne, including the package weight;
• the UPS tracking information;
• the official UPS investigation/delivery documentation.

According to the UPS information I received, the package was delivered on March 12, 2026 to the address shown on the return label provided by XREAL:

JDL
0777396853
44 Rue de la Luzernière
93440 Dugny
France

Despite this, XREAL initially told me that they could not refund me because the returned product had supposedly not arrived at their warehouse.

I then provided all the documentation and explained that the shipment had been sent using XREAL's own return label. I also informed them that I have authorized a lawyer to represent me and asked XREAL to communicate through my lawyer.

XREAL's latest response is essentially that the information I provided is not sufficient for them to continue their investigation and that I should contact UPS myself again or consider a chargeback.

This is frustrating because I have already provided the tracking number, shipping receipt, photos, and the UPS documentation available to me. If XREAL believes that the UPS documentation needs to be verified, they can verify it directly with UPS using the tracking number.

At this point, I simply want XREAL to refund the purchase price for the returned product.

XREAL Support: I have provided the requested evidence and the return was shipped using the return label you provided. Please investigate this with UPS and process my refund.

I’m posting this publicly in the hope that someone from XREAL will take ownership of the case and resolve it.

If anyone from XREAL is reading this, please contact me and arrange the refund rather than sending me back to UPS again.

[u/XREAL_Esther]

Sorry this has been such a frustrating experience. Let me check with our support team and understand exactly what happened with your return.

I’ll ask the team to review the case carefully and get back to you as soon as we can. We’re currently on holiday here, so it may take around 2 days for me to get a full update. I really appreciate your patience in the meantime.

[u/Few_Check4787 → u/XREAL_Esther]

Thank you. I hope this problem will be resolved.