Return & Refund Policy
Original Effective Date: October 7, 2025
1. Change-of-mind return window
For a change-of-mind refund, contact us for return instructions and hand your eligible goods to the return carrier within 30 calendar days after the purchase date. Keep evidence of dispatch. The parcel does not have to reach our return facility within that period.
If you contact us in time and our delay in supplying instructions prevents timely dispatch, we will extend the deadline reasonably. This voluntary window does not limit legal remedies for faulty, damaged, incorrect, misdescribed or undelivered goods.
2. Condition and proof of purchase
Change-of-mind goods must be unused, in the same condition as received, undamaged by you, and returned with original packaging, labels and included accessories. Provide an order confirmation, receipt or other reasonable proof of purchase.
These condition requirements are not used to reject a valid defect claim merely because the original packaging is unavailable or the product needed to be opened to discover a fault.
3. How to return
- Email Serve@ochisen.com with your order number, the item and reason for return.
- We will supply the correct return address, packaging instructions and any applicable agreed label cost.
- Pack the item securely, include proof of purchase, and dispatch within the applicable window.
- Keep tracking and postage evidence until the return is resolved.
Our company address is not a return address. Do not send goods there or to an address on the original parcel without confirmation. Contacting us first helps route the return; we will not use the authorization process to unreasonably block valid legal rights.
4. Return costs
Our error: If an item arrives defective, damaged or incorrect because of our error, you do not pay return shipping. We will provide a prepaid return method or agree to reimburse reasonable necessary return postage. Where a refund is due, it includes the affected item's price, applicable refundable taxes and corresponding standard delivery costs as required by law.
Customer preference: If you change your mind, choose the wrong item or no longer want an otherwise conforming product, you pay the actual return shipping. If you buy postage yourself, we do not deduct a second shipping charge. If you choose a prepaid label we provide, we disclose its cost and obtain your agreement before deducting that cost from the refund.
For change-of-mind returns, original outbound shipping charges already paid are not refundable unless required by law. We do not impose a restocking fee or retroactively charge the standard shipping that was free on your original order. Any other lawful adjustment must be explained and supported, not imposed as an undisclosed penalty.
5. Change-of-mind exclusions
Where lawful and clearly disclosed before purchase, the following are not eligible for change-of-mind returns or exchanges:
- Perishable goods.
- Intimate or hygiene-sensitive products after the protective seal has been opened.
- Gift cards, except where cash redemption or another remedy is required by law.
- Personalized or custom-made products.
- Digital products that have been delivered or accessed, subject to any required disclosures, consent and statutory rights.
These categories apply only if sold by us. They do not exclude remedies for defects, incorrect supply, misdescription or other rights that cannot be waived. A “final sale” label does not override mandatory rights.
6. Damaged, defective or incorrect items
Contact us promptly with your order number and a description. Photographs can help us assess the issue, but we will consider other reasonable evidence and do not impose a separate short reporting deadline that overrides legal rights. Keep the goods and packaging where reasonably possible until we give instructions.
We will review the problem and arrange an appropriate refund, replacement, repair or other remedy according to your rights and the circumstances. We do not require you to buy a replacement to obtain a valid refund.
7. Inspection and refund timing
We will inspect returned goods and initiate any refund due within 7 business days of receiving the return, or sooner where required by law. We will email you the result and explain any refusal or adjustment. If further information is needed, we will explain why; this does not extend a mandatory legal deadline.
A business day for refund administration means Monday–Friday, excluding U.S. federal holidays. Our customer-service team operates seven days a week during the hours below.
Refunds are issued to the original payment method unless another lawful method is agreed. Your bank or payment provider controls posting time; credit-card refunds may appear within 1–2 billing cycles. That posting estimate is not permission for us to delay issuing a refund. If a refund is not visible after your provider's expected time, contact us for assistance.
Refunds for canceled unshipped orders follow applicable prompt-refund requirements and are not delayed pending a return or subject to the inspection period above.
8. Exchanges
Contact us to request an exchange. Exchanges depend on stock and applicable rights. We will explain any price difference or shipping charge before proceeding. If a requested replacement is unavailable, we will offer an appropriate alternative or refund; you do not have to accept an unwanted substitute or store credit where a refund is due.
9. Contact
Email: Serve@ochisen.com
Hours: Monday–Sunday, 8:00 AM–5:00 PM U.S. Eastern Time.
Contact customer service to obtain the return address.
Operator: Shenzhen Zhongrenhe Industrial Co., Ltd. Company address: Room 508, Building A, Wenle Industrial Zone, Longzhu Community, Xixiang Subdistrict, Bao'an District, Shenzhen, Guangdong, 518102, China. Not a return address.