1. How to apply for an after-sales service at ochama？
When your order is completed, you can directly click the “Return” button (as below guidance) in your order page to apply for an after-sales service, we will review and proceed your request within 1 working day.
2. What is the return and refund period of my order?
Within 30 days of the receipt of your order, you can apply for an after-sales request of your order.
If the assessment result is Refund-only, it takes around 1-2 working days for the application to proceed with a refund. Normally the money will be back to your original payment method within 3 - 5 business days.
If the assessment result is return and refund, you'll have another 14 days to return your product for free. After receiving your returned order, we will process your refund and the money will be back to your original payment method within 3 - 5 business days.
3. What are the return requirements?
To get the full purchase price back, it's important to return your product in its original condition and undamaged.
4. What are the exceptions to returns?
Understandably, you can't return the following items:
- Software that has been unsealed
- Opened personal care products
- Digital activation codes for software and games
- Vouchers, gift cards, and coupons. Even if they haven't been used
- Applied screen protectors, which are designed to absorb shock and impact. Damaged screen protectors can affect the shopping experience for other users
And some other special scenarios that need to proivde more proof of product for service team to further evaluate, kindly click here to view more about after-sales policy.
5. Do I have to pay for my return?
No, ochama offers free returns and you don't need to pay for return shipping cost.
6. Will I get the full purchase amount back after I return my product?
Almost always. But of course it depends on the condition of your product. In order to receive a full refund, it is important for you to confirm that the product you are returning is in its original packaging and intact, with no signs of use or damage. Only in this way we could be confident that to sell the product with 100% new condition and that will not affect the shopping experience of other customers. Click here to view more details.