Warranty and Return

1. 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

 

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2. 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.

 

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3. 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. Quality-Related Returns (US Orders):

• Full refund or free replacement upon receipt and verification of defective items.

b. Non-Quality Returns (US Orders):

• Subject to restocking fees based on product condition:

c. Refund Processing:

• Issued within 7 business days after product receipt.
• Confirmation email sent upon completion.
• Contact support@oupes.com if refund is delayed beyond 7 days.

d. Replacement Processing:

• Shipped within 7 business days after request approval (subject to stock availability).
• Tracking information provided 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.

 

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4. 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.

 

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5. 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

 

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6. 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.

 

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7. 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.