Service Policy and Process
At Ognee, we are committed to providing clear, responsive, and reliable customer support. The following service policy is designed for public display on your website and covers customer support, orders and payment, shipping, returns and refunds, and warranty service.
If you need assistance, you may contact Ognee via contact@ognee.com or through the Contact Us page on our website. We typically respond within 24 hours of receiving your request. Common inquiries include order tracking, refund status, exchanges, order changes or cancellations, payment issues, and account-related questions.
Ognee accepts PayPal, Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover. Cash on delivery is not available. Each order may be paid using one payment method and one bank card only. If your order is marked as pending, shipment will be arranged after payment is confirmed. In-stock orders are typically scheduled for shipment within 2–4 business days after payment.
Ognee offers worldwide shipping. Estimated delivery times vary depending on the destination and shipping method: express shipping to Canada typically takes 3–8 days; express shipping to the United States and Singapore typically takes 7–15 days; for destinations outside South America and Africa, standard shipping usually takes 10–15 days and express shipping usually takes 5–10 days; for South America and Africa, express shipping is generally the available option and usually takes 7–10 days. Free express shipping is currently available for the United States and Canada. Delivery delays may occur during holidays or peak periods.
P.O. Box addresses are generally not accepted for delivery. If a P.O. Box is provided, you may be contacted and asked to provide a valid street address. Import duties, taxes, or VAT are generally the responsibility of the customer. Please check your local customs requirements before placing an order.
This return and refund policy applies to products purchased directly from Ognee.com . Customers may request a return within 30 days after receiving the item. Returned products must be unused, in their original condition, and in the original packaging, and must be accompanied by a receipt or proof of purchase. Please contact customer service before returning any item, and we will provide the appropriate return warehouse address based on your location.
A refund or exchange may be requested if the product has a manufacturing defect, if the item was damaged in transit and the damage was discovered during inspection upon delivery, or if the item received is materially different from the product description on our website. If the item was damaged or shipped incorrectly due to our error, the customer will not be responsible for the return shipping cost related to that issue.
Returns or exchanges are generally not accepted in the following cases: transit damage that was not reported in time; incomplete accessories or packaging; damage caused by misuse or human action; inability to provide valid proof of purchase; refusal to provide necessary photos or videos; technical inspection confirming that the product has no quality issue; unauthorized modification, repair, or damage caused by external factors such as water, oil, or sand; and damage caused by force majeure.
Once the returned item is received and inspected, Ognee will notify you by email whether the refund has been approved. Approved refunds will be issued to the original payment method. Refunds typically take 7–14 business days to be processed, depending on your bank or card issuer. Ognee does not charge any restocking fee.
Ognee provides a 1-year limited warranty for eligible products purchased from Ognee.com or from authorized resellers. The warranty covers defects in materials or workmanship under normal use. Certain accessories or consumable items, such as SD cards, batteries, and cables, may not be covered by the warranty.
To request warranty service, please contact contact@ognee.com and provide a description of the issue, the product serial number, and proof of purchase. Ognee may first offer remote troubleshooting, usage guidance, or software and firmware updates. If the issue cannot be resolved remotely, we will provide a designated return address for inspection. If inspection shows that the issue is not covered by warranty, paid repair service may be offered. Warranty returns should not be sent freight collect; however, Ognee will cover the outbound shipping cost for replacement products or parts.