Overview

1.1 Purpose

This policy aims to enhance your after-sales service experience and standardize procedures to ensure efficient and high-quality support.

1.2 Applicable Customers

Applies to customers who purchased OUPES products through official North American website channels.

• If other platforms or sellers offer differing policies, contact your point of purchase for warranty fulfillment.

1.3 US After-Sales Contact

• Phone: +1 (209) 400-9909 (Mon–Fri, 9:00 AM–5:00 PM EDT)
• Email: support@oupes.com (Mon–Fri, 9:00 PM–6:00 AM EDT)
• Online Support: oupes.com (Mon–Fri, 9:00 PM–6:00 AM EDT)
• APP: Download

Warranty Terms

2.1 Warranty Coverage

2.2 Warranty Conditions

a. Proof of Purchase: Order number + confirmation email + logistics details (showing product, price, channel, and dates).

b. Start Date: Warranty begins on delivery date (or 30 days post-purchase if logistics proof is unavailable).

c. Defect Reporting: Coverage determined by the earliest of:

• Phone/email/app submission date.

d. Returns: Unconditional returns within 30 days for oupes.com US orders.

e. Repairs: Covered if product meets warranty but not refund/replacement criteria.

f. Transfers: Replaced items inherit the remaining warranty.

Return & Refund Policy

3.1 Unconditional Returns

1. Only for oupes.com US orders within 30 days of delivery.
2. Non-official channel purchases: Contact original seller.
3. Eligible returns will be refunded upon customer service confirmation.

3.2 Requirements

1. No damage (product + accessories intact).
2. All original parts returned.
3. Secure packaging to prevent transit damage.

3.3 Return Process

a. Initiate your return by emailing our customer service at support@oupes.com (Monday-Friday, 9:00 PM-6:00 AM EDT).

b. Our support team will verify your eligibility and:

• Issue a Return Merchandise Authorization (RMA) number
• Provide a prepaid return shipping label (label type determined by CS)

     → You must:

• Clearly mark the RMA number on the exterior packaging
• Print and affix the provided label

c. Shipping Methods:

• Drop-off at nearest FedEx location
• Free scheduled pickup (arranged through our team

      → Note: Self-arranged pickups may incur additional fees

d. Important:

• Returns must be shipped within 15 calendar days of RMA approval - late submissions will be rejected
• Do not return items without an approved RMA - unauthorized returns will not qualify for refunds/replacements

3.4 Refund & Replacement Policy

a. For returns on U.S. orders, we will issue a full refund or provide a free replacement after you receive the product.

b. Upon receiving your refund request, OUPES will process the refund within 7 business days. Once completed, we will notify you via email. If you have not received your refund after 7 business days, please contact us at support@oupes.com.

c. Upon receiving your product replacement request, OUPES will ship the replacement within 7 business days. We will notify you of the shipping details via email.

3.5 Non-Refundable/Non-Exchangeable Cases

Refunds or replacements will not be provided under the following circumstances:

❌ Requests made more than 30 days after product receipt.

❌ Returns not pre-authorized by OUPES Customer Service.

❌ Missing, invalid, or suspected forged/tampered proof of purchase (receipts/invoices).

❌ Incomplete returns (missing original accessories/packaging) or user-damaged items.

❌ Damage caused by:

• Physical impact, burns, or unauthorized modifications.
• Exposure to moisture/water or foreign substances (e.g., oil, sand).
• Improper installation/operation.

❌ Tampered labels, serial numbers, or water damage indicators.

❌ Damage from uncontrollable external factors:

• Natural disasters (fires, floods, lightning, etc.).
• Traffic accidents.

❌ Failure to return products within 15 calendar days of RMA approval.

Warranty Service

4.1 Warranty Coverage

a. During the warranty period, customers may request repairs or replacements for products that fail to function as intended.

b. To qualify for warranty service:

✓ The product exhibits manufacturing defects within the warranty period.

✓ Valid proof of purchase (receipt, invoice, or order number) is provided.

c. Free warranty service will be denied if:

• The warranty period has expired.
• Proof of purchase is missing, invalid, or cannot verify warranty coverage.
• Product identification (barcode, model number, warning labels, etc.) shows tampering or wear.
• Damage results from repairs by unauthorized personnel/service centers.
• OUPES or its authorized service centers confirm no defects exist after inspection.
• The product was purchased from unauthorized retailers.
• The product is not returned to OUPES within 15 calendar days of warranty approval.
• Note: Paid repair services are currently unavailable.

Refurbished Products Policy

a. All refurbished products meet standard functional requirements and perform equivalently to new units.

b. Refurbished products are OUPES-certified and eligible for the same after-sales services, including warranty coverage.

c. Customers must:

• Purchase refurbished products through official authorized channels.
• Provide a serial number matching OUPES database records.

      → Non-matching serial numbers void service eligibility.

Scope: This Limited Warranty applies only to OUPES products purchased via official North American channels.

For details: https://oupes.com/pages/refurbished

Shipping Policy

6.1 Delivery Services

• Free shipping for all orders within the contiguous U.S. (excludes Alaska, Hawaii, Guam, and Puerto Rico).
• Carriers: UPS, USPS, or FedEx (estimated delivery: 3–5 business days, subject to destination).

6.2 Inspection & Damage Claims

• Customers must inspect packages for damage before signing for delivery.
• Report shipping damage within 24 hours to support@oupes.com with photo/video evidence.

6.3 Return Shipping Rules

• Unauthorized returns: OUPES reserves the right to reject unapproved returns; all risks/costs borne by the customer.
• COD returns: Unauthorized Cash-on-Delivery returns may be refused due to payment failure; customer liable for all losses.
• Return address: Use only the OUPES-provided address. Misrouted packages (even to OUPES-associated addresses) are not OUPES’s responsibility.
• Address errors: Customers are responsible for losses due to incorrect/undeliverable addresses.

6.4 Customs Clearance

• OUPES does not cover any customs duties or import fees.

Order Cancellation Policy

7.1 Customer-Requested Cancellation

• Submit requests via email within 24 hours of purchase. Include:
  ✓ Order number
  ✓ Recipient name
• Full refund issued within 2 business days of confirmation.

7.2 Company-Initiated Cancellation

• OUPES may cancel orders due to overselling or other operational reasons.
• Customers receive immediate notification and a full refund.

Interpretation Rights

*OUPES reserves the right of final interpretation of the above customers' after-sales policy.

This limited warranty policy only applies to OUPES's products purchased in the North America through formal channels.