okgoods360 Returns & Warranty

Returns & Warranty

Website: okgoods360.cn
Customer Support Email: cruise0914@outlook.com

Return, Refund and Warranty Policy

Thank you for shopping with okgoods360.cn.

Before shipment, our quality control team carefully checks each product to help ensure that your order is prepared and delivered in proper condition. If you need help after receiving your order, please contact our customer service team at cruise0914@outlook.com.

After receiving your return or after-sales request, we will usually respond within 24 hours.

15-Day Return and Money-Back Guarantee

We provide a 15-day money-back guarantee for eligible products.

If you are not satisfied with your purchase and the product remains unopened, unused, and in resalable condition, you may request a return within 15 days from the date you receive the package.

Approved refunds will be issued back to your original payment method.

Please note that return shipping costs are the responsibility of the buyer unless otherwise confirmed by our customer service team.

Return and Exchange Time Limit

Return or exchange requests must be submitted within 15 days after the package is delivered.

All return or exchange procedures must be completed within this 15-day period.

Unless the return is caused by a confirmed product quality issue or an error on our side, the buyer is responsible for all return and exchange shipping costs.

60-Day Limited Warranty

We also offer a 60-day limited warranty, starting from the date the product is received.

This warranty covers confirmed defects in materials or workmanship under normal use.

Damage caused by misuse, improper handling, unauthorized modification, accidental damage, normal wear, or failure to follow product care instructions is not covered by this warranty.

Important Return Conditions

For health, hygiene, and resale reasons, products that have been opened, worn, used, or are no longer in new condition cannot be returned or exchanged unless they are defective.

Before sending any product back, you must contact our customer service team first.

Once your return request is reviewed and approved, we will provide detailed return instructions and the correct return address.

Please do not return any product without prior approval, as unauthorized returns may delay or prevent refund processing.

Ordered the Wrong Product

If you placed an order by mistake, selected the wrong item, or changed your mind after ordering, please contact us as soon as possible at:

cruise0914@outlook.com

If the order has not yet been shipped, we may help update the order information or cancel the order.

Once the product has been dispatched, the order can no longer be modified or canceled.

Order Cancellation Rules

Cancellation availability depends on the order status:

Within 24 hours after placing the order: The order may be canceled free of charge if it has not entered production.
After 24 hours: If the product is already in production, cancellation may still be accepted free of charge when possible.
After 3 days: If production has been completed but the order has not shipped, cancellation may still be requested free of charge when available.
After shipment: Orders cannot be canceled once shipped, and refunds for cancellation requests will not be provided after dispatch.

Please contact customer service immediately if you wish to cancel an order.

Received the Wrong Product

If your order has already shipped and you receive an incorrect item, you may request assistance in one of the following ways:

Refuse the package upon delivery and mark it as Return to Sender (RTS).
Contact our customer service team within 48 hours after receiving the package.

After we review the situation, we will guide you through the return, replacement, or refund process.

Package Not Delivered

If your order has not arrived, or if tracking shows that the package may have been lost during transit, please contact our customer service team.

We will check the shipment status with the logistics carrier and arrange a suitable solution as soon as possible.

Depending on the confirmed situation, we may provide a replacement shipment or a full refund.

Damaged or Defective Products

If the product you receive is damaged or defective, please contact us promptly and describe the problem clearly.

You may be asked to provide photos, videos, order information, and other details so that we can verify the issue.

After review, we may arrange a replacement or refund based on the actual condition of the product.

In some cases, you may be required to return the defective product together with all accessories, original packaging, manuals, and included parts.

Proof Required for Defective or Damaged Items

For any return request involving a damaged or defective product, valid proof must be provided before the return is approved.

Acceptable proof may include clear photos or videos showing the issue, product condition, packaging condition, and order-related details.

If the buyer cannot provide valid proof of damage or defect, the request may be treated as a non-quality-related return.

In that case, the buyer will be responsible for all return shipping costs. A 15% restocking fee and any shipping fees prepaid by the seller may also be deducted from the refund.

No exception will be made for damage or defect claims without supporting evidence.

Please submit all photos or videos through our customer service channel when requesting a return.

Customer Service Hours

Our customer service team is available during the following hours:

10:00 AM – 7:00 PM EST
7 days a week