1. Items that are lost, damaged, or wrong.
Please check the goods as soon as possible when you receive the order. In case your order is lost, wrong or damaged, please contact us immediately.
2. Failure or product quality problems are serious.
Please read the instructions before setting up and using your product. You can also refer to our website page or ask for help through customer service. If you encounter a failure or product quality problem that affects the use of the product, please contact us within 30 days after receiving the shipment.
3. If your product is not opened, you are eligible for a return or refund.
The following circumstances may lead to a refund or return of goods:
1. If there is nothing wrong with your product and you have turned on your equipment, we will not provide a refund or replacement.
2. Any products damaged by customer misuse or lost parts due to customer reasons are non-refundable or refundable.
3. If the customer subjectively chooses the wrong product model, we will not provide any return service after the 30-day period.
4. Before returning the goods, please make sure that you contact our return team at email@example.com, which helps us to ensure that your returns are received in a safe and timely manner. If you do not inform us that we are returning the goods, OENKLEN will not be responsible for the loss caused by negligence in the course of transportation.
5. For warranty claims that have nothing to do with quality, all freight shall be borne by the buyer.
Return and refund process:
1. If you wish to apply for a return or refund, please email the following information to firstname.lastname@example.org and we will send you a confirmation email within 3 working days of your request.
- order ID.
- A description of the reason you returned.
- explain the video / image of the problem.
2. We will confirm whether the package has not been opened and provide the customer with a return address.
3. The customer will then return the package and equipment.
4. The customer must then provide a tracking number for their delivery.
5. Our processing center will confirm that there is no problem with the return.
6. The refund will be processed.
The time it takes for products to be sent back to our warehouse varies, and it may take up to a month. Our warehouse accepts returns every two weeks. If you find that your return has not been handled in accordance with your expectations, we will ask you to wait patiently and we will deal with your return as soon as possible.