Order Cancellation & Dispute Resolution
Original Effective Date: October 7, 2025
Order changes and cancellation requests
Email Serve@ochisen.com as soon as possible with the subject “Cancel Order” or “Change Order,” your order number and the requested action. We will try to stop or update the order before dispatch and confirm the outcome.
A request is not a guarantee that a parcel already being fulfilled can be stopped. If shipment has occurred, the Return & Refund Policy generally applies. This does not restrict cancellation or refund rights arising from delayed dispatch, non-delivery, defects or applicable law.
If we cannot ship within the promised time, we will provide the legally required delay notice and cancellation/refund option. We will obtain consent where required and issue a prompt refund if cancellation is required or validly requested. We will not require acceptance of store credit instead of a legally required monetary refund.
Resolving concerns
Send your order number, a description of the issue, the outcome you would like and any relevant evidence. We will review relevant order, payment, delivery and support records, request only reasonably necessary additional information, and explain our findings and proposed resolution by email.
You may request a further review and submit additional evidence if you disagree. We aim to resolve issues fairly and promptly; you do not have to wait through this process if doing so would jeopardize a legal or payment-provider deadline.
Your external remedies
Informal discussion is optional. Nothing here prevents you from contacting your payment provider, a consumer-protection authority or a competent court. We do not require mandatory arbitration, a class-action waiver, an agreement not to post an honest review, or exclusive proceedings in China.
Mandatory U.S. federal and state consumer protections and applicable Chinese legal obligations are preserved. Governing law and jurisdiction are determined under applicable rules.
Customer service: Monday–Sunday, 8:00 AM–5:00 PM U.S. Eastern Time.
Email: Serve@ochisen.com.