Returns and exchanges

Last Updated: March 13, 2026

At OBE, we strive to provide high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please review our return and exchange policy below.

1. Return Eligibility

Our return policy lasts 14 calendar days from the date you receive your order. If 14 days have passed since delivery, unfortunately we may not be able to offer a refund or replacement unless there is a valid quality-related issue.

To be eligible for a return or exchange:

  • The item must be unused and in the same condition that you received it

  • The product must be returned in its original packaging

  • All accessories, manuals, and bundled items must be included

  • If your order included free gifts, they must also be returned

If returned products are missing accessories or bundled items, the retail value of those items may be deducted from your refund.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase directly to the manufacturer.

Do not return the product to any warehouse without contacting our customer support first. Unauthorized returns may be lost, and the customer will bear the responsibility for such losses.

2. Damaged or Defective Products

If you believe your product was damaged during shipping or arrives defective, please contact our customer support team within 24 hours of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number

  • A description of the issue

  • Photos or videos clearly showing the damage

  • Photos of the packaging and shipping label

After verification, we will arrange a replacement, repair, or refund depending on the situation.

For confirmed product quality issues within 14 days of delivery, OBE may reimburse reasonable return shipping costs after receiving the return shipment and the shipping invoice.

The warranty does not apply if the product damage is caused by misuse, improper handling, or unauthorized modifications.

3. Return Process

To start a return or exchange, please contact our customer support team:

Email: service-us@orange-i.com

Please include the following information:

  • Order number

  • Product model

  • Serial number (if available)

  • Reason for return

  • Photos or videos of the product if applicable

Our support team will guide you through the return process and provide the correct return address.

Returns sent without prior authorization may not be accepted.

4. Return Shipping Costs

Return shipping responsibilities depend on the reason for the return.

Quality Issues

If the return is caused by verified product defects or shipping damage, OBE will cover the reasonable return shipping costs.

Non-Quality Returns

If the return is for personal reasons (such as ordering the wrong product or changing your mind), the customer is responsible for:

  • Return shipping costs

  • Original shipping costs (if applicable)

5. Refunds

Once your returned item is received and inspected, we will notify you via email that we have received your returned product.

We will also inform you whether your refund request has been approved or rejected.

If approved, your refund will be processed and automatically applied to your original method of payment within several business days.

Please note that the exact processing time depends on your payment provider or bank.

6. Late or Missing Refunds

If you have not received your refund yet:

  1. Check your bank account again

  2. Contact your credit card company (refund posting may take time)

  3. Contact your bank for further processing updates

If you have completed these steps and still have not received your refund, please contact us:

service-us@orange-i.com

7. Important Notes

  • If a buyer refuses delivery or fails to cooperate with customs clearance, any resulting costs (including return shipping fees) will be the responsibility of the buyer.

  • Customers are strongly recommended to use a trackable shipping service or purchase shipping insurance when returning items.

  • We cannot guarantee that we will receive returned items without tracking.

8. Events Beyond Reasonable Control

Neither party shall be liable for any delay or failure to perform obligations under this policy due to events beyond reasonable control, including but not limited to:

  • Natural disasters

  • War or civil unrest

  • Extreme weather conditions

  • Government restrictions

9. Warranty Exclusions

The limited warranty does not cover damage caused by:

  • Accidents, misuse, or improper handling

  • Exposure to liquid, moisture, sand, or dirt

  • Unauthorized repair or modification

  • Normal wear and tear

  • Damage caused by external factors such as fire, flooding, or electrical issues

  • Use with non-approved accessories or equipment

Free gifts or promotional items are non-refundable and non-exchangeable.

10. Contact Us

If you have any questions regarding our return or exchange policy, please contact us:

Email: service-us@orange-i.com