Returns have to go to Hong Kong The support staff are pleasant enough but be aware that if you need to return an order that they won’t pay return delivery fees for, then prepare your wallet. Returns have to be sent back to Hong Kong. UK to Hong Kong costs about £40. They don’t tell you this in the Returns FAQ. I won’t buy anything from their store now. Just get it from Amazon.

People that moan are d1cks I bought an x3 360 one year ago. Great camera, robust and provides fantastic footage for editing. The protruding lenses are susceptible to damage, but hey, you can see what you are buying before parting with cash, so all the moans about that are just wind and pish from folk who don't look after their gear. That said, I was a dick and bust one of the lenses. Insta couldn't repair it so replaced with a brand new camera for only the cost of the repair, minus 10%. Great customer service. Good comms and turnaround from me sending it to HK from UK, was 10 days.

Great company that stands behind their products. I've been using Insta360 cameras for a few years now. Like any other camera I've owned I've encountered issues with them, but unlike other camera companies, Insta360 has helped me with a real agent contacting me to walk me through how to resolve my issue. I have always received a very professional treatment on any occasion I've had to reach out to them. Today its hard to find a company that stands, as well as Insta360, behind their products. I would recommend them for sure!

A Candid Review of Insta360 Customer Support and Product Experience As a passionate camera enthusiast for nearly a decade, I’ve explored the art of photography through various lenses, from DSLRs to action cameras. My journey has been driven by a quest for reliable and unbiased results across numerous brands. Recently, my curiosity was piqued by the 360-degree camera market, particularly due to the Insta360 brand’s vigorous marketing efforts targeting influencers. Motivated by this interest, I decided to purchase an Insta360 camera directly from their website. Unfortunately, my initial two orders were canceled due to logistical issues, yet the company continued to entice me with promotional emails. On my third attempt, the order was successful. Eager to test the camera, I chose the Insta360 X3 for a skiing trip in the Nordics, complemented by a ski pole mount designed to enhance the 360-degree filming experience. However, I encountered my first issue when the mount’s thread was loose, posing a risk to my camera. Unable to secure it, I opted not to use the mount for the remainder of the trip and instead used a standard action selfie stick. The real disappointment came when edit Insta360 x3 footage I took during my trip. The stitching quality of both HDR pictures and 360 videos was subpar with visible stitching issue made most of the footage useless, prompting me to request a return within the eligible window. The customer service team initially acknowledged the issue and requested evidence, which I provided in a detailed report. After a few days without updates, I inquired again, only to be met with repetitive questions from the pre-sales team, who seemed unaware of my previous communications. Eventually, my complaint reached the technical team, who asked for additional evidence from the camera. Despite complying with their request, another week passed without any response. Today, I received a generic suggestion to update the Insta360 app and retry, which was a frustrating conclusion to a week-long wait without any substantial analysis of the provided evidence. In summary, while the Insta360 product may have potential, the customer support experience has been a significant deterrent. It appears that the company allocates a substantial portion of its budget to marketing and influencer partnerships, leaving actual users without adequate support for their products. Based on my experience, I advise caution when considering this company and its offerings. The lack of effective customer support is a considerable concern that potential buyers should be aware of.

Be aware!! $26 shipping for the repair [Update] After they sent me a repair quote, I asked Insta360 customer service to throw my camera away because I did not want to pay an extra $50 for the camera I bought for $150, which is still under warranty. After exchanging a couple of emails, they offered free repair and shipping. They sincerely apologize for my frustration. I hope they improve the repair policy and process and provide fair support before losing the customers. [Original review] I requested a repair within the warranty period. They charge me $21 for the repair and $26 for the shipping. Their warranty does not mean anything. I will never purchase any products from Insta360 for sure. If you expect good customer support, this company is not the one you should give a try. I seriously recommend avoiding Insta360.