Return & Refund Policy

Thank you for shopping with Comu. We want you to be completely satisfied with your purchase. If you're not happy with your product, we offer an easy and straightforward return and refund process as outlined below.

1. Return Period

We offer a 30-day no-reason return policy. You may request a return and full refund within 30 calendar days of receiving your product, based on the carrier’s “delivered” date.

2. Return Conditions

To qualify for a return or refund, the following conditions must be met:

• All original accessories, manuals, and packaging must be included.
• The product must be in fully functional condition without signs of wear, scratches, stains, odors, or any damage that would affect resale value.
• Gifts must be returned with the main product. If the gift is used or damaged, the suggested retail price of the gift will be deducted from the refund amount.

We reserve the right to refuse returns or apply deductions to the refund if:

• The product is damaged, missing components, or severely damaged in packaging.
• Accessories or items are missing from the return package.
• The product shows signs of use, such as wear, stains, or odors.
• For orders of five or more units, non-quality-related returns are not accepted.

Please Note: For your privacy and security, you are responsible for erasing all personal data from the device prior to returning. Comu will perform a factory reset upon receipt, but assumes no liability for any personal data remaining on the device.

3. Return Process

To initiate a return, please follow these steps:

1. Submit a Return Request: Contact us at support@comu.com and provide your order number, a description of the issue, and photos or videos if applicable for quality concerns. Our customer service team will provide return instructions and, if eligible, a prepaid return label.
2. Prepare the Package: Pack the product securely in its original packaging and include all accessories. Ensure the product is clean and in resalable condition. Please avoid writing or attaching any labels directly to the original packaging.
3. Ship the Product: Please use a trackable shipping method to return the product. For returns valued over $50, we recommend purchasing shipping insurance. After shipping the return, reply with the tracking number so we can follow up and process the return promptly.

Once the returned product is received and inspected, Comu will initiate the refund process, which typically takes 3 to 5 business days.

4. Refunds

Refunds will typically be processed within 3 to 5 business days after we receive and inspect the returned product. The refund will be issued to the original payment method used for purchase. Please allow additional time for your financial institution to process and post the refund to your account.

• Quality-Related Returns: A full refund of the product purchase price will be issued. We will also cover reasonable return shipping costs, as outlined in Section 7.
• Non-Quality Returns: Only the product purchase price will be refunded. Original shipping fees, transaction fees, and the cost of any optional services, such as insurance, are non-refundable. Return shipping costs are the customer’s responsibility.
• Deductions: Deductions will be applied for missing accessories, components, gifts, or for any damage to the product or packaging that diminishes its value, as determined by Comu.

5. Comu Software and Digital Services

The subscription and Paid Credit refund provisions set forth in this Section 5 will take effect on August 13, 2026 and will apply to subscription purchases, subscription renewals, and Paid Credit purchases completed on or after that date. Purchases and renewals completed before that date will remain subject to the refund terms in effect at the time of the applicable transaction. Nothing in this Section limits any non-waivable consumer rights under applicable law.

5.1 Scope

This Section applies to Comu digital services obtained through Comu Web, Google Play, or the Apple App Store, including but not limited to membership subscriptions, Credits, Credits add-on packs, and other consumption-based or digital services.

This Section applies only to Comu software and digital services. Returns and refunds for physical products, hardware devices, or accessories are governed by the applicable product return policy.

5.2 Subscription Cancellation and Refunds

Comu subscriptions may renew automatically on a monthly, annual, or other recurring basis unless you cancel before the renewal date. You may cancel your subscription at any time. Cancellation stops future renewals only. The way you submit a refund request and the party responsible for handling it depend on your payment channel, as described in Section 5.4.

Unless required by applicable law or expressly stated when you subscribe, subscription fees already paid for the current billing period are generally non-refundable. After cancellation, you may continue to access your paid subscription benefits until the end of the current paid billing period.

For subscription refund requests that are processed directly by Comu, such as orders made through Comu Web, you must contact us at support@comu.com within 48 hours after the subscription charge is successful. Refunds are not granted automatically. Comu will review the request based on the order status, benefit usage, service delivery, and applicable law.

Subscription refund requests submitted after 24 hours, renewals caused by failure to cancel in time, partial billing periods, unused time, or plan downgrades are generally not eligible for refunds. We may review refund requests where there is a duplicate charge, unauthorized charge, successful payment without access to paid benefits, or a material service issue caused by Comu.

5.3 Credits and Credits Add-on Packs

Credits are usage allowances for Comu services. They are not cash, electronic money, stored value, or transferable assets, and cannot be withdrawn, transferred, sold, or exchanged for cash.

Some subscription plans may include Credits or other usage allowances. Subscription Credits are part of your subscription benefits and refresh according to the applicable subscription billing cycle. Unused subscription Credits generally do not roll over to the next billing cycle and cannot be redeemed for cash, transferred, withdrawn, or refunded. If your subscription ends, unused subscription Credits may expire or be removed from your account.

Comu may offer Credits add-on packs as one-time purchase allowances for eligible consumption-based features. Any validity period for Credits add-on packs will be displayed on the purchase page. Once Credits are used for a successfully completed task, generation, analysis, processing, or other service consumption, they are generally non-refundable.

For Credits add-on pack refund requests that are processed directly by Comu, such as orders made through Comu Web, you must contact us at support@comu.com within 24 hours after the purchase is successful, and the relevant Credits must remain unused. Refunds are not granted automatically. Comu will review the request based on the order status, Credits usage, service delivery, and applicable law.

If Credits were deducted because of a Comu system error, service outage, or technical issue and the task was not completed, we may restore the corresponding Credits.

5.4 Refunds by Payment Channel

If you subscribe to Comu or purchase Credits add-on packs through the Apple App Store, refund requests must be submitted through Apple. Comu cannot directly approve Apple order refunds or determine whether an Apple order is eligible for a refund.

If you subscribe to Comu or purchase Credits add-on packs through Google Play, ordinary refund requests should be submitted through Google Play in accordance with Google Play’s refund policy. Comu does not provide a parallel ordinary refund review for Google Play orders. For order errors, missing entitlements, duplicate charges, unauthorized charges, Comu system errors, or similar issues, you may contact us at support@comu.com.

If you subscribe to Comu or purchase Credits add-on packs through Comu Web, please contact us at support@comu.com using the email address associated with the order and provide your order number or proof of payment. If a refund is approved, it will be returned through the original payment channel to the original payment method.

5.5 Effect of Refunds, Reversals, and Chargebacks

If a subscription, Credits add-on pack, or other paid service is refunded, reversed, charged back, or identified as unauthorized, Comu may revoke the related subscription benefits, recover unused Credits, adjust your Credits balance, suspend paid features, or terminate access to the affected services.

We may deny refund requests where we reasonably believe there has been abuse, fraud, excessive use before requesting a refund, account sharing, payment circumvention, or other misuse of the services.

5.6 Applicable Law

Nothing in this Section limits any mandatory rights you may have under applicable consumer protection laws. If applicable law requires a different cancellation, refund, or Credits treatment, Comu will comply with those requirements.

6. Returnless Solution

If returning the product is inconvenient for you or if you cannot return it for other reasons approved by customer service, you may keep the core device. In such cases, Comu reserves the right to perform necessary management on the device, such as:

• Closing ongoing service authorization related to the order.
• Restoring the device to an unactivated state.
• Unbinding the device from the account to ensure a compliant after-sales process.

After these procedures, we will arrange for a refund or compensation based on the specific circumstances.

7. Return Shipping Costs

• Quality-Related Returns: Comu will provide a prepaid return shipping label and cover the associated costs.
• Non-Quality Returns: The customer is responsible for all return shipping costs. You must use a trackable shipping method. For returns with a value exceeding $50, we highly recommend purchasing shipping insurance.
• Risk of Loss: The customer bears all risk of loss or damage during the return shipment for non-quality returns. No refund will be issued for products lost or damaged in transit under these circumstances. For returns using a Comu-provided prepaid label, we assume responsibility for loss or damage during transit, provided the packaging is not tampered with.

8. Order Cancellation & Modifications

If your order has not yet shipped, you may request a modification or cancellation by contacting support@comu.com. We will do our best to accommodate your request; however, cancellations or modifications are not guaranteed once an order has entered our automated fulfilment process and is prepared for shipment.

9. Third-Party Platform After-Sales

Currently, this policy applies only to purchases made through Comu’s official website. For orders placed via third-party platforms, please refer to the after-sales policy of that platform.

10. Delivery Issues

If you receive a damaged, incorrect, or missing item, please contact us within 24 hours of receipt with photos of the damaged packaging and product. We will assist you in resolving the issue as quickly as possible.

11. Warranties and Special Products

11.1 Warranty Period

The Comulytic Note Pro warranty starts from the date of purchase, but the duration period varies by region:

• United States: 12 months
• Japan: 12 months
• United Kingdom: 24 months
• European Union: 24 months

If local laws or regulations mandate a longer warranty period, the longer period shall apply. During the warranty period, Comu will provide free maintenance services for performance failures caused by normal use. Damage resulting from misuse, drops, liquid damage, or unauthorized disassembly is not covered. A valid device serial number and proof of purchase, such as a sales invoice, must be provided to utilize the warranty service.

This warranty grants you specific legal rights, and you may also have additional rights depending on your jurisdiction. For information about extended warranty purchases or repair procedures, please contact support@comu.com.

Some products may have specific warranty conditions or delivery delays. These details will be provided on the product page or during the order process. If you encounter any issues with these products, please contact us directly for assistance.

11.2 Extended Warranty Plans

Comu extended warranty plans provide one or two additional years of warranty coverage, one or two accidental damage claims for eligible drops or spills, and free standard shipping for approved after-sales replacements.

11.3 Notes

• This Return & Refund Policy is subject to revision in response to changes in applicable laws, regulations, company policies, or product specifications.
• This Return & Refund Policy governs exclusively products purchased through Comu’s official sales channels. Products obtained from unauthorized distributors are not eligible for warranty coverage.
• For returns made using the prepaid shipping label provided by Comu, we assume responsibility for loss or damage that occurs during transit.
• Comu shall not be held liable for returns involving tampered labels, incorrect items, or empty packaging.
• For returns not attributable to product quality, the customer bears full responsibility for any loss or damage incurred during return shipment. No refund will be provided for items that are damaged in transit under such circumstances.

11.4 Non-Warranty Range

• Damage: drops, pressure, liquid ingress, unauthorised disassembly, use of third-party chargers, etc.
• Natural wear, such as normal battery-capacity degradation.
• Force majeure, such as fire or flood.
• Cosmetic wear, such as scratches on the housing from normal use.

11.5 Items Not Eligible for Return

• Devices with visible damage.
• Products returned with missing accessories or severely damaged packaging.
• Products purchased through third-party platforms. Please refer to that platform’s policy.

12. Policy Updates

This Return & Refund Policy is subject to revision in response to changes in applicable laws, regulations, company policies, or product specifications. We reserve the right to amend this policy at our discretion.

This Return & Refund Policy governs exclusively products purchased through our official sales channels. Products obtained from unauthorised distributors are not eligible for warranty coverage or the benefits outlined herein.