At Octandra, we’re committed to ensuring your satisfaction with our products. If you encounter any issues, we’re here to assist you promptly and efficiently. This page serves as your dedicated resource for warranty requests and inquiries. Whether you’re experiencing a problem with your product or have questions about our warranty process, we’re ready to help. We apologize for any inconvenience you may have experienced and appreciate the opportunity to make things right.
Undamaged products can be returned for a full refund, regardless of the reason, within 30 days of purchase, excluding corporate purchases/bulk orders, which may not be refundable. (Note: Ordering more than 10 units of a product will be considered a bulk order）
1. The buyer must provide a valid proof of purchase
2. The item must be in the same condition that you received it, unworn or unused, with tags
3. Items must include original packaging
4. Returns must include all accessories and all the documentation included with the product such as user manual, quick start guide etc.
Returns may be rejected if items do not meet the above requirements.
Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window. For purchases not made directly through Octandra’s online stores, please contact retailers for refunds.
Return an Item
To initiate a return, please contact our customer support team at support@octandra.com. Kindly include your order number and the email address used for the purchase to expedite the process.
Refund Processing Time
Once we receive the returned item at our warehouse, we will process your refund. The refund will be issued to the original payment method used during the purchase. Please allow 3–5 business days for the refund to reflect in your account, depending on your bank or payment provider’s processing times.
Return Shipping Fee Policy
Customers are responsible for return shipping fees in the following situations:
1. Returns due to personal reasons such as change of mind, dislike of the product, or no longer needing the item.
2. Returning additional items not originally included in the purchase.
3. Warranty claims for items taken outside the original country of purchase.
4. International returns of defective items.
5. Items claimed to be defective but found to be in working condition upon inspection by Octandra’s quality control.
6. Returns made outside of the approved warranty process.
In these cases, Octandra will refund the cost of the product itself, excluding any original shipping fees.
Octandra is responsible for return shipping fees in the following situations:
1. Returns due to quality-related issues, such as receiving incorrect, damaged, or defective items.
Data Responsibility
Before returning any device, customers are responsible for transferring, backing up, or erasing all personal and other data. Octandra is not liable for any loss, use, or disclosure of data residing on the device.
Products purchased from Octandra.com are covered by a 12-month limited warranty against manufacturing defects, effective from the date of purchase.
This warranty is valid only within the country of original purchase. It becomes void if the product is taken outside the country where it was initially bought or shipped.
For quality-related warranty claims, the product will be replaced with a factory-refurbished model of equal value when available. If a refurbished model is unavailable, a new item will be provided. If replacement is not feasible or preferred, a partial refund will be offered based on the device’s usage duration.
Replacements carry the same warranty period as the original defective item or a minimum of 3 months from the date of replacement, whichever is longer. The warranty becomes void after the product has been fully refunded.
Warranty Claim Process
1. Contact our customer support team at support@octandra.com. Kindly include your order number and the email address used for the purchase to expedite the process.
2. Buyer must provide sufficient proof of purchase
3. Octandra must document what happens when buyers troubleshoot the product
4. The defective item’s serial number and/or visible proof depicting the defect are required
5. It may be necessary to return an item for quality inspection
For defective items that Octandra needs to have returned, warranties on those replacements are voided if the wrong item is returned to us or if the defective item is not returned.
Warranty claims for product defects expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that have expired their original warranty timeframe or 90-day warranty claim request period, whichever is longer.
Return Shipping Fee Policy
Customers are responsible for return shipping fees in the following situations:
1. Returns due to personal reasons such as change of mind, dislike of the product, or no longer needing the item.
2. Returning additional items not originally included in the purchase.
3. Warranty claims for items taken outside the original country of purchase.
4. International returns of defective items.
5. Items claimed to be defective but found to be in working condition upon inspection by Octandra’s quality control.
6. Returns made outside of the approved warranty process.
In these cases, Octandra will refund the cost of the product itself, excluding any original shipping fees.
Octandra is responsible for return shipping fees in the following situations:
1. Returns due to quality-related issues, such as receiving incorrect, damaged, or defective items.
Warranty Exclusions
The following situations are not covered under our limited warranty.
1. Products lacking valid proof of purchase
2. Lost or stolen items
3. Products with expired warranty periods
4. Issues unrelated to product quality reported more than 30 days after purchase (e.g., change of mind, personal preference)
5. Complimentary or promotional items
6. Repairs or modifications conducted by unauthorized third parties
7. Damage resulting from external factors, including but not limited to:
– Accidental drops or impacts
– Exposure to extreme temperatures, liquids, or environmental conditions
– Improper use, handling, or operation inconsistent with the product’s intended purpose
8. Purchases made from unauthorized resellers or channels.
Please note that this warranty specifically covers defects in materials and workmanship under normal use. It does not extend to issues arising from misuse, unauthorized alterations, or external damages.
Data Responsibility
Before returning any device, customers are responsible for transferring, backing up, or erasing all personal and other data. Octandra is not liable for any loss, use, or disclosure of data residing on the device.
We understand that circumstances may change, and you might need to cancel your order.
Customers are responsible for providing accurate and complete shipping information at the time of purchase. Octandra is not liable for orders that cannot be delivered due to incorrect or incomplete address details provided by the customer. Refunds, exchanges, or replacements will not be issued in such cases.
If your tracking information indicates that your order has been delivered, but you have not received it, please take the following steps:
If, after completing these steps, you are still unable to locate your package, please contact us at support@octandra.com. Provide all relevant details, including your order number and any correspondence with the carrier. We will assist you in resolving the issue to the best of our ability.