Overview

1.1 Purpose

This policy aims to improve your after-sales experience and standardize processes in order to provide high-quality and efficient services.

1.2 Applicable Customers

Applicable customers are those who have purchased OUPES product(s) and request after-sales services directly from OUPES in this region. If some eCommerce platforms, sales platforms or customers who promised different after-sales policies with the following description, please contact the related platform to implement your warranty.

Region Scope: The Contiguous US

1.3 US After-Sales Service Contact Information

US customers can reach OUPES by the following contact:

Phone Number: +1(209)400-9909 (Mon-Fri, 9AM-SPM EDT)

E-mail: Support@oupes.com Mon-Fri 9pm - 6am (EDT)

OUPES.com Online Support: Mon-Fri 9pm-6am (EDT)

OUPES App: https://oupes.com/pages/app-download

1.4 Product Series

*Table updated August 2024

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

Warranty Period

2.1 Warranty Period of Main Parts

*Table updated August-2024;

2.2 Warranty Period Determination

a. Valid Proof of Purchase: The following proof of purchase documents are required when customers claim warranty from oupes:

1) Orders placed on oupes.com: Sales invoice, order confirmation email and logistics information that clearly show the description of the product, price, sales platforms, sales date and delivery date;

2) Products purchased from other channels: One of the Valid purchase invoice, logistics evidence, or order number(s) confirmed by OUPES customer service team;

b. Warranty Start Date:

1) The warranty period begins the day your product is received at your delivery address.

2) Most OUPES products have a warranty over 12 months long. If you cannot locate shipping information to prove your warranty start date, we will default to a 30 days shipping time from your date of purchase, with the warranty starting 30 days after purchase.

c. Defect Reporting Date:

Whether or not your defect is covered under warranty depends on the date you report your defect. The defect reporting date can be from one of the following methods: Phone contact date, support email date or app report date. The earliest of which shall be considered your defect report date.

d. Unconditional Return Period:

You can return your product unconditionally within 30 calendar days of receiving your product provided it was ordered on oupes.com in the contiguous US.

e. Warranty Repair Service Period:

According to the above-mentioned warranty table in section 2.1, products under warranty that do not meet the requirements of refund or replacement can request a warranty repair service.

f. The replacement product or parts will either inherit the remaining warranty period of the original product.

Return, Refund & Replacement Services

3.1 Unconditional Returns Policy

a. Unconditional returns policy only apply to Orders placed on oupes.com in the US region; customers can request a return within 30 days after receiving product;

b. For products purchased from other Channels OUPES does not accept unconditional returns, please contact your purchase channel first; c. For unconditional returns, customers can request a refund after confirmation with OUPES customer service.

3.2 Requirements of Refunds & Replacements

a. For product and all accessories, no man-made damages are found;

b. All accessories and parts need to be sent back to OUPES with the main product;

c. Parts and accessories should be securely packaged for return delivery in order to ensure good condition and to prevent damage during transportation.

3.3 Product Returns Process

a. (Only available for the oupes.com orders)

b. Our Support Team will determine whether your order is eligible. After confirming your order is eligible, they will give you a Return Material Authorization (RMA) number and provide you with a prepaid return shipping label (label to be determined by the support team). They will also provide instructions on how to properly package the product to return it safely. Do not ship the product until you have received the proper safety directions on how to ship the product. You must clearly mark the RMA number on the package and include your proof of purchase date with the product;

c. OUPES Tech will process your return request according to the return policy. For more details, please refer to our oupes Return Instructions: d. Please do not return the items without the RMA confirmation from the OUPES Customer Support Team. For returns without confirmation, the refund or replacement may not be processed;

3.4 Policy of Refunds & Replacements

a.For non-quality returns of U.S. orders, if the product is in good condition, we will charge a restocking fee plus shipping cost. Packages that have been unpacked or received but not opened will be charged a restocking fee at the following rates:

If there are quality issues with your product, we will give you a full refund or one-time free replacement after we receive the goods;

b. After OUPES receives your refund request, we'll issue the refund within 7 business days after we receive your product. We will then notify you by email once your refund has been processed. If you don't receive the refund after 7 business days, please contact Support@oupes.com;

c. After OUPES receives your product replacement request, we'll send a replacement product within 7 business days after receiving your product. Providing OUPES has sufficient stock, you'll be notified by email with logistics information.

3.5 Refunds & Replacements may not be provided when:

❌ The refund/replacement is requested after 30 days of receiving the product.

❌ The product is returned without confirmation by OUPES customer service team.

❌ Legal proof-of-purchase, receipts, or invoices are not provided, can’t be found, or are reasonably believed to have been forged or tampered with.

❌ A product sent to OUPES does not include all the original accessories, attachments, and packaging, or it contains items damaged by user error.

❌ Evidence is found of damage t caused by collision, scorching, or unauthorized use or modification of the product, including exposure to moisture or water, entry of other foreign items (including but not limited to oil, sand, etc.) or improper installation or operation of the product is found.

❌ Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.

❌ Damage is caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.

❌ The product has not been sent back to OUPES within 15 calendar days after confirmation from OUPES .

❌ Other circumstances that are not stated in this policy but OUPES has sufficient proof to refuse.

❌Misused, abused, modified, damaged by accident, or used for anything other than normal consumer use as authorized in OUPES's current product literature.

❌Attempted repair by anyone other than an authorized facility

❌Any product purchased through an online auction house.

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

What This After-Sales Policy Does NOT Cover

This policy does not cover the following:

1. Damage caused by unauthorized modification, disassembly, or shell opening is not in accordance with official instructions or manuals.

2. Water damage or other damage caused by improper installation, incorrect use, or operation not in accordance with official instructions or manuals.

3. Damage is found to have been caused by reliability or compatibility issues when using unauthorized third-party parts.

4. Damage caused by a non-authorized service provider.

5. Damage caused by unauthorized modification of circuits and mismatch or misuse of the battery and charger.

6. Damage caused by operation in bad weather (i.e. strong winds, rain, sand/dust storms, etc.)

7. Damage caused by operating the product in an environment with electromagnetic interference (i.e. in mining areas or close to radio transmission towers, high-voltage wires, substations, etc.).

8. Products or parts with an altered identification label or from which the identification label has been removed.

Refurbished Product After-sales Policy

a. All refurbished products meet the normal required standards for use and can be used just as with an ordinary unit.

b. Refurbished units are produced and certified by OUPES and can therefor benefit from the same after-sales services, including warranty. However, if a replacement is required, reasoning related to appearance, or applications without reason will not be accepted.

c. Customers should ensure the refurbished product has been purchased from an authorized seller. The serial number of the product should match our database records. If the product is not found in our database, the service will not apply.

This limited warranty policy only applies to OUPES's products purchased in the North America through formal channels More info, please refer to https://oupes.com/pages/refurbished

Logistics Policy

1. OUPES offers Free Shipping excluding Alaska, Hawaii, Guam,and Puerto Rico on all items and we only service US. All orders are shipped out via UPS or USPS or FedEx, the delivery will typically take 3 to 5 days, depending on your destination and the shipping carrier.

2. We do not deliver to P.O. Boxes and APO/FPO addresses.

a. Customers need to check the product for damages before signing for receival. If there are any problems, please contact OUPES and provide the corresponding certification or proof. When signing receival for products, the customer needs to check whether the product is intact and undamaged. If left unchecked, it will be deemed that the customer considers that the product is functioning and not damaged. If the product is damaged during transportation, please contact OUPES within 24 hours;

b. In the event that the customer sends a product to OUPES without advance authorization from OUPES’s after-sales team, OUPES has the right to reject the package, and any loss or damage shall be covered by customer;

c. If the customer sends a product back to OUPES by COD(cash-on-delivery) without authorization of OUPES in advance, the package may be rejected due to payment failure; the customer shall bear any direct or indirect loss during this operation;

d. The customer shall send back the product to the specified and unique address according to instruction of the OUPES service team.In the event that a product is sent to any other address by mistake, OUPES shall not be responsible for safety or transferring of product, even if the address is relevant to OUPES;

e. The customer needs to make sure that the receiving addresses are correct and are updated. If the receiving address provided by the customer are wrong, or the recipient refuses to receive the product, the loss caused shall be covered by the customer.

f. Customs Clearance: OUPES will not bear any customs clearances incurred. This limited warranty policy only applies to OUPES 's products purchased in the North America through formal channels.

Order Cancellation

1. Order Cancellation Before Shipment:

You can contact us via email to cancel your order before it ships. Please include key details such as the order number, receiver's name, and other relevant information to help us locate and cancel your order promptly. You have 24 hours after placing the order to cancel it without any additional charge. Once you receive a cancellation confirmation from our customer care team, a full refund will be issued within two business days.

2. Order Cancellation After Shipment:

Items are typically shipped the day after the order is placed. If you wish to cancel your order after it has shipped, you will be liable for the recall cost charged by UPS, which is $17.60. If you accept this charge and still wish to cancel the order, please contact us, and we will assist in stopping the delivery. Once UPS returns the item, you can request a refund. This policy applies only to UPS Ground delivery service. Items delivered by UPS SurePost, USPS, or truck cannot be intercepted. If you wish to cancel these shipments, you must reject the package when the delivery attempt is made, and shipping costs will apply in this case. FedEx freight forwarders charge an interception fee of approximately $20-30, but interception is not guaranteed. If you insist on intercepting the order after delivery, the interception fee will be deducted from your refund amount.

3. Company-Initiated Order Cancellation:

We reserve the right to cancel an order due to items being oversold or for any other reason of our choosing. If we choose to cancel your order, you will be notified immediately and issued 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.