Return & Refund Policy

The policy described below applies to products purchased directly from Ognee.com. Please keep your original proof of purchase, receipt, or sales order to exercise these policies.

Refund and Exchange Policies

Ognee accepts refund and exchange requests that meet the conditions below within 30 days of the purchase date, subject to the actual date the product was received and any applicable local laws and regulations.

1. What is covered by these refund and exchange policies?

a. Manufacturing defects.

b. Product has been damaged in transit, which was found when being unpacked and checked in the presence of the couriers.

c. The actual products do not match the original descriptions.

2. What is not covered by these refund and exchange policies?

a. Damage sustained in transit that was not immediately reported.

b. The request for refund or exchange is made after 7 working days from the purchasing day, or beyond the period permitted by local laws and regulations.

c. Original accessories are incomplete for the product being returned or exchanged, including attachments, accessories, specifications, packaging, or appearance damage caused by human factors.

d. Legal proof of purchase, receipt, or sales order cannot be provided, or has been forged or tampered with.

e. Refusal to cooperate in providing relevant video evidence.

f. No inherent quality issues are found after examination by Ognee Technical Support.

g. Crash or burn caused by non-manufacturing defects, or any damage caused by unauthorized modification, entry of foreign materials (water, oil, sand, etc.), improper installation, or improper operation.

h. Labels, serial numbers, waterproof tags, false proof marks, or related marks have been tampered with or altered.

i. Failure or damage caused by force majeure, including fire, flood, earthquake, and lightning strikes.

3. Before requesting a refund or exchange

a. For exchanges, only the defective parts will be replaced.

b. Please contact support@ognee.com for more details about the refund and exchange process.

Returns (if applicable)

We accept the return of products. Customers have the right to apply for a return within 30 days after receipt of the product.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. We will offer you the nearest warehouse address according to the information you provide.

Notes

If the return is caused by the consumer, the consumer should be responsible for the shipping fee and taxes fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

No restocking fee is charged to consumers for the return of a product.

Refunds After Return (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you have not received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund, please contact us at support@ognee.com.

Please contact our customer service at support@ognee.com to get the return address.