Magic Leap - Return Packing Instructions

This article will summarize the steps you should take if your Magic Leap needs to be returned to us.

If your Magic Leap has a problem that cannot be fixed by troubleshooting with us, you may request a return. Once it's been approved by our Customer Support team, the return process will begin. If you are requesting a replacement, you'll only be returning the Magic Leap box itself. If this is for a complete return, the blue Heru box will also be sent back. 

We will send a shipping box complete with a return label, depending on if this is a replacement request or a complete return. Here is what you should do in the meantime:

1. Ensure that all boxes and materials inside the HMD box are present prior to completing packaging. 

   1. Magic Leap Lightwear and Magic Leap Light pack (Connected to each other)

   2. Magic Leap Controller

   3. Shoulder strap

   4. Wrist lanyard

   5. Light pack charger

   6. Remote charger

   7. 2 USB-C cables

   8. Power cable

   9. Cleaning cloth

   10. Face kit (Forehead pad, 4 Nose pads)

    

2.  Production will be shipping the replacement device to you directly; the brown outer box that the replacement comes in will be used for shipping the return. Please ensure to keep this box intact as it will be needed to ship back.

3. The packaging should follow the sample pictures below in steps:

 

4.  Print and place the completed RMA on top of the HMD box before closing the brown outer shipping box.

5. Affix the carrier shipping label to the outside of the box. If there are any pre-existing shipping labels on the box, please make sure to cover or remove them to avoid any issues with logistics.

6. Once all these steps have been completed, please inform your Heru customer support team to let them know that device has been successfully packaged.

7. You can discuss the handling of this shipment with the Heru customer support team to determine if a carrier pickup will be required.