OREI Returns & Exchange Policy

OREI offers a standard 30-day return period from the date of purchase. Returns may be requested for defective products, orders placed by mistake, incorrect models received, products that are no longer needed, or products that do not meet your application requirements. All returns are subject to our return policy and applicable conditions.

Eligibility for Returns:

• Returns must be made within 30 days of the original purchase date.
• The product must be in its original condition, and with all original packaging and accessories.
• Proof of purchase (receipt or order confirmation) is required for all returns and exchanges.
• Exceptions may be made on case-to-case basis.

1. Returns Within the 30-Day Return Period

If you would like to return a product within 30 days of purchase, please contact our support team with your order details and the reason for the return.

Defective Products

If you report an issue with your product, our technical support team will first assist you with troubleshooting to determine the cause of the problem.

If the unit is confirmed to be defective, our team will assist you with the appropriate return or exchange process.

Incorrect Product Received

If you receive a model different from the one you ordered, please contact our support team with your order details and relevant photos. We will review the issue and assist you with the appropriate resolution.

Ordered by Mistake, No Longer Needed, or Incompatible with Your Application

If you ordered the wrong product, no longer need the unit, or find that the product does not meet your application requirements, you may return it within the 30-day return period.

In cases where the product is not defective and the order was fulfilled correctly, the customer is responsible for return shipping costs. We are unable to provide a prepaid return shipping label for these returns. You may use the shipping carrier of your choice.

Once we receive the returned unit at our warehouse and confirm that it is in good condition, we will promptly process your refund in accordance with our return policy.

Missing Items or Accessories

If an item or accessory is missing from the package, we request the customers to reach out to our support team and share the following details:

• Order Number
• A photo of all items and accessories received.
• Photos of the original product box and packaging.
• A photo of the shipping label on the package.

Our team will review the information and assist you with the appropriate resolution.

Damaged Products or Packaging

If you receive a damaged product or package, please share the following details:

• Order Number
• Clear photos of the damaged product showing the affected areas.
• Photos of the original product box and packaging, including any visible damage.
• A clear photo of the shipping label on the package.

Our team will review the information and assist you with the appropriate resolution.

2. Returns and Warranty Claims After 30 Days

If your purchase is outside the 30-day return period and you are experiencing an issue with your product, please contact our support team for review.

To help us evaluate your request, please provide the following:

• Order number
• The issue you have with the product
• Your setup details
• Any troubleshooting that you have already tried

Our team will first try and troubleshoot the issue with you. If it is still not resolved, they will advise you whether an exchange or another resolution is possible under the applicable warranty terms.

If a return is required and a prepaid return shipping label is not provided, the customer is responsible for shipping the unit back to us. For all orders outside the 30-day return window, the return shipping is taken care of by the customer, even for warranty claims. Exceptions may be made on case-to-case basis.

3. Return Shipping Guidelines

For returns where the customer is responsible for shipping costs:

• You may choose any shipping carrier.
• Consider using an economical standard shipping service, such as USPS, to help minimize return shipping costs.
• Please ensure the product is packaged securely to prevent damage during transit.

4. Refund Processing

Refunds are processed after the returned unit is received at our warehouse and its condition is verified.

If you need assistance with a return, exchange, or warranty claim, please contact OREI Customer Support with your order details. Our team will review your request and guide you through the next steps.

5. Restocking Fees:

We do not charge any restocking fees for items returned within 30-days with all original accessories and packaging.

A restocking fee will apply if the item is returned in used/damaged condition, missing parts, or not in its original packaging.

The restocking fee will be deducted from the refund amount, and the return shipping cost will remain the responsibility of the customer unless the return is due to a defective or incorrect item (for domestic orders).

6. Non-Returnable Items:

Certain products that are customized to customer’s requirements and special orders are not eligible for return.

7. Replacements & Exchanges:

Replacements and exchanges are available for defective or incorrect items. If you prefer a different product, please contact us and we will help facilitate the exchange.

8. International Returns:

For customers outside the U.S., return shipping costs are the responsibility of the customer, regardless of the reason for return. We are unable to cover return shipping for international orders.

Frequently Asked Questions (FAQs)

1. I bought an item by mistake, can I return it?

Yes, we can accept returns for items ordered by mistake. Just send over your order details and we will share the return instructions.

2. Do I need to send the damaged or defective item back?

In most cases, yes, we do need you to send back the defective or damaged item. The support team representative will let you know how to proceed in your case.

3. How quickly will the RMA process be sorted out?

RMAs usually take a week or two to resolve depending on the case. As soon as we receive your returned unit, we will inspect it and issue a refund or send out a replacement the same day or the next business day. Our team will keep you posted on the status of the RMA.

4. Can I get a replacement instead of a refund?

Yes, if the customer wants a replacement instead of a refund, we can do that.

5. I just found out my unit is defective. I don’t want a replacement, can I return it for a refund?

Yes, you may return it for a refund if you do not want a replacement.

6. I bought the wrong item for my use case, can I return it and get the correct one?

Yes, if you realize you’ve bought the wrong item for your setup, you can return it for a refund. You can even return it and have it exchanged with the correct item you need. Based on the value of both models, we will either send you an invoice for the difference amount or issue a refund for the difference amount.