OREI Warranty Policy: Returns, Replacements, Refunds, and Common Questions

Introduction

This article explains OREI's return, replacement, and refund process, including how warranty coverage works and when return shipping is paid by the customer or by OREI. Most OREI products include a one-year manufacturer's warranty. In general, a return means the customer no longer needs the product or purchased the wrong item, while a warranty claim means the product is defective. The reason for the request determines the next steps and who is responsible for return shipping.

Important difference: Warranty vs. 30-Day Return Period

A one-year warranty and the 30-day return period are not the same thing.

• Warranty: Covers eligible product defects for one year (or more) from the date of purchase, subject to policy.
• 30-day return period: Applies to eligible defective or wrong-item returns within the first 30 days, subject to approval.
• Being outside the 30-day return period does not mean the product is outside warranty.
• Example: If a defect is reported after 60 days, the product may still be within the one-year warranty, but return shipping is generally the customer's responsibility because the order is past 30 days.

Return and warranty scenarios

Scenario A: Product no longer needed or bought elsewhere

If you have purchased an item that you no longer need or you bought the same item elsewhere, we can accept a return for the item. In such case, reach out to the support team and provide your order details and reason for return and use the return instructions provided by the team to send the item back for a refund. In such cases, return shipping is the responsibility of the customer. A restocking fee may be charged if the item is not returned in its original condition, is damaged or with parts missing.

Scenario B: Wrong product purchased

If you have purchased an item that is not the right one for your use case, we can accept a return for the item. Simply reach out to the support team, provide your order details and reason for return, and use the return instructions provided by the team to send the item back for a refund. In such cases, return shipping is the responsibility of the customer. A restocking fee may be charged if the item is not returned in its original condition, is damaged or with parts missing.

Scenario C: Exchange for a different product

If you have purchased an item that is not the right one for your use case or would like a different item altogether, an exchange can be set up. Reach out to the support team, provide your order details and the item you would like to exchange with and use the return instructions provided by the team to send the item back for an exchange. Return shipping would be the responsibility of the customer. Once the item is received, the support team will send the customer an invoice to pay the difference amount if the product they are exchanging with is higher value than the one purchased. If the product sent back is higher in value than the one being sent as an exchange, the difference amount would be refunded to the customer. In any case, the exchange will only be sent after the return is received. A restocking fee may be charged if the item is not returned in its original condition, is damaged or with parts missing.

Scenario D: Product is not working

If you have a product that is not working, the first step is to reach out to the support team for help with troubleshooting. If the issue isn't resolved after troubleshooting, the support team may offer a replacement provided the product is within warranty. Use the return instructions to send the item back for a replacement under warranty. Once the return is received and inspected, a replacement will be sent out.

Scenario E: Product is not working and a refund is requested

If you have a product that is not working, the first step is to reach out to the support team for help with troubleshooting. If the issue isn't resolved after troubleshooting, the support team may offer a replacement provided the product is within warranty. If you would like to have a refund rather than a replacement, you may let the team know. Use the return instructions to send the item back for a refund. Once the return is received and inspected, a refund will be issued.

Scenario F: Product is defective but outside the warranty period

If you have a product that is not working or facing some issue, but the product is outside the warranty period, you can still reach out to the support team for help with troubleshooting. However, a replacement or refund will not be possible in this situation. You may reach out to the support team to discuss further options. Exceptions are made in extremely rare cases.

Scenario G: Product purchased from Amazon, Walmart, Best Buy, or B&H

OREI accepts eligible returns and warranty requests for products purchased from major authorized retailers, including Amazon, Walmart, Best Buy, and B&H Photo Video. Standard OREI policies apply.

Scenario H: Used or pre-owned product purchased from Amazon

Used or pre-owned OREI products purchased through Amazon have a 90-day warranty only. The standard one-year warranty does not apply to these purchases. We may still accept a return within the 90 day warranty period or within the standard 30-day return period.

Scenario I: Received the wrong product

If you received a different product from the one you ordered, you can reach out to the support team and provide your order details along with some images of what you received, if convenient. The support team will provide you a return label to send the wrong item back and also send out the correct item that you ordered.

Scenario J: Physical damage or missing components

If you receive a product that is damaged, you can choose to keep it if the product itself works as expected and a partial refund will be issued as a courtesy. If you still prefer a brand new unit, we will send you a return label to send the product back and also ship a new one. If you received your order and some items are missing or some components inside a specific product are missing, reach out to the support team and mention what's missing. The missing items will be sent out promptly. The team may ask for images of the package and the received items so keeping them handy would help with the process.

Frequently asked questions

1. Can I return an OREI product if I simply changed my mind?

Yes. OREI can accept eligible change-of-mind returns. The customer is responsible for return shipping, and a refund is processed after the product is received and inspected.

2. I purchased the wrong model. Can I exchange it for another one?

Yes. OREI can arrange an exchange for the correct model. The customer is responsible for return shipping when the issue is due to purchasing the wrong product.

3. My product stopped working after two months. Is it still covered by warranty?

Most OREI products have a one-year manufacturer's warranty. If the product is within its warranty period, contact OREI Support for troubleshooting and warranty assistance. Because the order is past 30 days, return shipping is generally the customer's responsibility.

4. Will OREI provide a return shipping label?

For eligible defective-product or wrong-item returns within 30 days of the order, OREI will provide a prepaid return shipping label. For change-of-mind and wrong-purchase returns, the customer is responsible for shipping. After 30 days, a prepaid label is not automatically provided for defective-product returns and may require approval.

5. Can I get a refund instead of a replacement if my product is defective?

Yes. If troubleshooting does not resolve the issue, a refund may be requested instead of a replacement, subject to the applicable return policy and approval requirements. The refund is processed after the returned product is received and inspected.

6. My product is outside the one-year warranty. Can OREI still replace it?

A standard warranty replacement or refund would generally not be available. However, customers can contact OREI Support to discuss their situation. Exceptions are extremely rare and require review and approval.

7. I purchased my OREI product from Amazon. Can OREI still help me?

Yes. OREI can assist with eligible returns and warranty requests for products purchased through Amazon and other supported retailers, subject to the standard OREI policy. Proof of purchase required.

8. Does a used OREI product purchased from Amazon have a one-year warranty?

No. Used or pre-owned OREI units purchased through Amazon have a 90-day warranty only.

9. Can I return a used Amazon product if I no longer need it?

Yes. Customers can return eligible used Amazon purchases within 30 days, subject to the applicable return conditions. They may also contact Amazon directly to check their return or replacement options.

10. Do I need to troubleshoot my product before requesting a replacement?

Yes. If the product is reported as defective, OREI will generally help troubleshoot the issue first. If the problem remains unresolved, the customer can proceed with the applicable return and replacement process.

Contact OREI Support

If you need help with a return, replacement, refund, or warranty claim, contact OREI Support with your order number, product model, and a clear description of the issue. Photos or additional details may be requested depending on the case.