Return Policy

 What can I do if I receive damaged items?

We give 7 Day Dead on Arrival (DOA) Guarantee

If your item arrives damaged or is not working, please follow the warranty process and contact our Support Center immediately within 7 days of the order being received. After finishing our return process, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund.

You should Contact with our Support Center immediately to get a Return Form or Click Here to download. Fill the form and prepare a clear photo/video for the defect(s). Send an application email to [email protected] with describing the detailed problem of your item: What happened? When? How? What steps you have already taken to resolve the issue? Please remember attach your Return Form and the photo/video in the mail.

 

Special Notes:

•Please carefully follow our notice to minimize any delays: when you take photo or video, please use good lighting, and a close to medium distance, so we can identify and verify the issue(s).

•You do not need to return these items until the support team asks you to do so.OKwishing will not be responsible for the returned items without notifying us in advance.

•Our Support Center may need you send back your items, please return items with Okwishing's approved shipping methods. The item must have all original packaging, parts and accessories. If our team confirm the item is DOA, you can receive a now one and your shipping fee, or refund all your payment and your shipping fee, depend on your choice. If our team determines the item is not DOA, Okwishing will not compensate the return shipping fee.

 

 What if my item is damaged but not included in the DOA?

We provide 180 days warranty for all your items

Although your items are not included in the DOA, you are still guaranteed by 180 days warranty from shipping date. In this situation, you can send back your items, but you need to pay all the fee of returning. Our team will provide repair service or return replacement products (including shipping fee of sending back to you). You can contact our live chat for shipping information.

After 180 days from shipment

We will not accept requests for a refund or a replacement after 180 days from shipment.

Please contact our live chat for more information.

 

 Can I have Unconditional Refund?

I am sorry, we do not accept unconditional return.

 

 What if I don’t receive my item? 

What if I don’t receive my item. There are several situations if you missing your item.

•  You are responsible for providing the right shipping address. We will not be responsible for the missing if it is sent to the wrong address your provided.  

•  If we make a mistake and send to the wrong address, we will send a new one to you.

•  we are not responsible for the missing caused by any force majeure incidents, such as natural disasters, bad weather, and war; or any un-insured order that is lost or stolen.

 

 Important Notes

•All customers should contact Customer Service for approval before sending anything to us before returning any item(s). OKwishing will not be responsible for returned item(s) without notifying us in advance.

•  Keep all the packaging materials and shipping notes, which may be necessary for processing your return request;

•  After mailing back the product, please send us the tracking number and a copy of the shipping receipt; if we cannot receive this information, we will have to wait until when the product arrives in our warehouse.

•  Refunds will be arranged to the same payment method you used to place this order. All the intermediary handling fees and bank processing fees will be at the customer's expense;

•  You can refuse to sign for a package if you notice it is broken or open. Accepting a broken or damaged package can affect your return request;

•  We can arrange a refund or a replacement of the product after receiving the defective item;

•  Please place a note inside the return package by including the following details (this will accelerate your return request):

• If you refuse delivery of a parcel due to import duties or taxes, you assume all liability for all costs involved in returning the item to us.You are also liable for any import duties or taxes incurred during the return process.

 

OKwishing reserves the right to make changes and/or improvements to this policy. Any changes will be updated on the forum or on the relevant section of our help center.