REFUNDS AND RETURNS

Returning an Oculus device

If you ordered a device from the Oculus store and your payment method has been successfully charged, you'll need to request a return for refund.
To request a return for refund:
  1. 1.
    Visit oculus.com and log into your account.
  2. 2.
    Click your profile photo in the top right, then select Orders.
  3. 3.
    Click the Devices tab, then select the device you want to return.
  4. 4.
    Click Return this product, then select the reason for your return.
  5. 5.
    Click Submit Return Request.
Keep in mind:
  • We'll issue a refund for Oculus devices within 60 days from when your order shipped.
  • You'll receive a refund to your payment method once your Oculus device has been returned and inspected.
  • Shipping fees are non-refundable.
If you bought your Oculus device from a retail store, you'll need to visit the store you bought it from to request a refund.

App refunds and returns

App refund eligibility and request
For Oculus Quest 2 and Quest content, you may be eligible for a refund if you used the content for less than 2 hours and you've requested a refund less than 14 days after purchase.
To request using the Oculus companion app on your phone:
  1. 1.
    Tap Menu in bottom right corner.
  2. 2.
    Tap Settings.
  3. 3.
    Tap Purchase History.
  4. 4.
    Select the content you'd like to request a refund for.
  5. 5.
    Tap Request Refund.
App refunds not covered by the content refund policies
Even if you don't qualify for an automated refund under this policy, you may be able to receive a refund by contacting Oculus Support. For example, these refund rights are separate from any legal rights you may have if the content supplied is either faulty or misdescribed.
Receiving your app refund
Once you request a refund, we'll review your request and email you back with an update. You won't be able to use the content while we review your request. To check the status of your request, visit your Purchase History.
It typically takes us no more than 5 days to review, verify and process refund requests. It may take longer for your statement to reflect the credit. If a refund request is granted, we'll credit you through your original payment method(s). If you still haven't received the money after 7-9 business days, we recommend contacting your payment provider for help receiving your refund.
For more important eligibility details on content refunds, please visit our Oculus Rift/Quest Content Refund Policy and Oculus Store Terms.

Canceling your Oculus device order

If your order hasn't been charged yet

If you purchase a product from the Oculus site and your payment method hasn't been charged yet, you can cancel your order.
To cancel your order:
  1. 1.
    Log into your account.
    • If you checked out as a guest, click here to access your guest account.
  2. 2.
    Click on My Orders from the left menu.
  3. 3.
    Select the order you want to cancel.
  4. 4.
    Locate the option “Do you want to cancel this order?”
    • If you do not see this option, the order has already processed and can no longer be canceled.
  5. 5.
    Select your reason for cancellation from the drop down menu.
  6. 6.
    Click Cancel Order.
If you have any trouble with the steps above, you can contact Oculus Support to cancel your order.

If Your Order Has Already Been Charged

If you ordered a product from the Oculus site and your payment method has been successfully charged, the order can no longer be canceled. If your product has already shipped, you may request a return for a refund.
To request a return for refund:
  1. 1.
    Log into your account.
  2. 2.
    Click on My Orders from the left menu.
  3. 3.
    Select the order with the device you wish to return.
  4. 4.
    Locate the option “Return this product”.
  5. 5.
    Select your reason for cancellation from the drop down menu.
  6. 6.
    Input the requested information
  7. 7.
    Click Submit Return Request.
Note: If you do not see the option to request a return through My Orders, you may still be able to request a refund by contacting Oculus Support.
Keep the following things in mind if you return your Oculus device for a refund:
  • We'll issue a refund for Oculus devices returned within 30 days from when your order shipped.
  • You'll receive a refund to your payment method once your Oculus device has been returned and inspected.
  • Shipping fees are non-refundable.
Note: If you bought your Oculus device from a retail store, you’ll need to visit the store you bought it from to request a refund.

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Refunding an Oculus app gift
App gifts can be refunded through the Oculus mobile app. For the gift to be returned, it must follow our refund policies , which means:
For Quest 2, Quest, Rift S, and Rift:
  • The app must be returned within 14 days of being downloaded.
  • The app must not be played for more than 2 hours.
For Go and Gear VR:
  • The app must be returned within 3 days of being downloaded.
  • The app must not be played for more than 30 mins.
To get a refund for a gift that you sent
If you send an app gift to a friend, only your friend has the option to return the gift, unless otherwise required by applicable law. Once your friend returns the gift, the refund will go back to you.
If you want to return a gift that you received:
  1. 1.
    Open the Oculus mobile app.
  2. 2.
    Tap your profile picture in the top left.
  3. 3.
    Tap Manage Gifts.
  4. 4.
    Tap Redeemed.
  5. 5.
    Select the gift that you want to return.

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Returns and warranties for accessories purchased on Oculus.com
The return and warranty processes for accessories purchased from Oculus.com are outlined below. If you have additional questions or need guidance on how to handle your specific situation, please contact Oculus support.

First-party (Oculus) accessories

If you purchased a first-party product from oculus.com, you can return it for a refund through Oculus within 30 days. After 30 days, if the return is due to an issue covered by warranty, Oculus support can help process the return or exchange.

Third-party accessories

If you purchased a third-party product from oculus.com, you can return it for a refund through Oculus within 30 days. After 30 days, if the return is due to an issue covered by warranty, you'll need to contact the product's manufacturer for any warranty returns of exchanges.
If you purchased a third-party accessory but did not purchase it through Oculus.com, please contact the place you purchased it from for any type of return either inside or outside of the warranty period.

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I already own Oculus content in a promotional bundle. Can I get a refund or trade for something else?
If you already own content in a promotional bundle you buy in the Oculus Store, we won’t be able to:
  • Offer a refund or a trade for something else
  • Gift or transfer the content to another account
  • Trade in the content for store credit

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Servicing or replacing your Oculus device

Service Process

If you have a problem with your Oculus device and you're not able to solve it by visiting the Support Center, try contacting Oculus Support to see if you need additional service.
If you’re looking for replacement parts and accessories, and your Oculus device is not eligible for warranty support, they are available for purchase here.
When contacting Oculus Support to determine if you need additional service, we will work closely with you to troubleshoot your issue and determine the appropriate service solution:
  • If your device is not eligible for warranty support, Oculus Support will work with you to facilitate the appropriate out of warranty service solution.
  • If your device is eligible for warranty support, Oculus may determine that your best option is a replacement. If that’s the case, here’s how the process works:
    1. 1.
      We’ll send you a pre-paid return shipping label.
    2. 2.
      Once you receive the pre-paid shipping label, send your Oculus device back to us following the instructions given to you by the Oculus Support team. Before you send your device, check to make sure you’ve included all of your components. If you forget to include a component, it could delay your replacement and cost you a fee.
    3. 3.
      Once we receive your Oculus device, we’ll take a look at it to make sure it’s not working right.
    4. 4.
      If it looks likes your Oculus device isn’t working right, we’ll go ahead and send you a replacement.

Components You Need to Send Back

If we think you need a replacement and your device is under warranty, you may need to send back your entire device bundle.
Please do not ship anything back until you've received final confirmation from your Oculus Support team member of exactly what needs to be returned.
  • If instructions are not followed, this will cause a delay in the processing of your return.
  • If any unauthorized items are sent to us, we will not be able to replace those for you.
If you are unsure of what you need to return, contact your Oculus Support team member for further details. If you do not have an open ticket with Oculus Support, contact us.

Getting Your Replacement

It usually takes about 8 to 12 business days from the time you ship your Oculus device back to us, we receive it and then send the replacement back to you.
Keep in mind shipping and delivery times may vary based on your region, holidays and weather conditions.

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Finding the serial number for your Oculus Quest 2 or Quest
To locate the serial number for your headset:
  • Headset: On the right side of your headset, gently pull the strap back away from the strap arm until it pops off. Your headset serial number will be on the inside of the strap arm.
  • Controllers: Remove the battery door from your touch controller, then remove the battery. Your serial number will be on the inside of the controller under the battery.
  • Box/packaging: On the outside of your Oculus Quest 2 box, look for a white sticker marked with a bar code. Under the bar code, find S/N followed by the 14-digit serial number.
  • My Account: From your My Account page, go to the Devices section and your headset and its serial number can be found here.
  • Oculus App: Open the Oculus app and click Devices at the bottom. Your headset and its serial number can be found here.

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Finding the serial number for your Oculus Go
To locate the serial number for your headset:
  1. 1.
    On the left side of your headset, find the strap arm underneath the adjustable strap.
  2. 2.
    Carefully loosen and lift the strap to expose the strap arm.
  3. 3.
    Find the 14-digit serial number written on the bottom left portion of the strap arm.
To locate the individual serial number for your controller:
  1. 1.
    Carefully remove the battery cover of your controller by lightly pulling at the bottom half of the controller until it comes loose.
  2. 2.
    Remove the battery from the controller.
  3. 3.
    Find the 14-digit serial number on the inside of your controller battery compartment.
To locate the serial number for your Oculus Go package:
  1. 1.
    On the outside of your Oculus Go box, look for a small, white sticker marked with a bar code.
  2. 2.
    Under the bar code, find S/N followed by the 14-digit serial number.

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