Return & Refund Policy

During the Kickstarter campaign, all pledged orders can be refunded at any time before the project ends.

After the campaign ends, and for future sales on the official website, OptiSolex offers a 30-day return and refund policy upon receipt of the product.

This return and refund policy (hereinafter referred to as "this Policy") applies only to products purchased from OptiSolex's official website, optisolex.com.

By using your OptiSolex product, you agree to be bound by this Policy. If you are not eligible or do not agree to any terms, please do not use your OptiSolex product.

We do not offer exchange services. If you purchase the wrong product, you need to apply for a return and refund and place a new order.

If your address is filled in incorrectly, such as not filling in the street and house number correctly, resulting in the package being unable to be properly delivered and returned, and you apply for a 30-day no-reason return or exchange after the second shipment, you need to pay double the return logistics fee.

Cancel the order

If you placed your order through our official website, you can request to cancel your order and get a refund within 2 hours after placing your order, if within this time frame, please contact support@optisoelx.com

If the application exceeds this time frame, we cannot cancel your order, and you can only apply for a return and refund after receiving the goods.

If you placed an order through other channels, please follow the cancellation policy of the purchase channel.

You can apply for a return if you meet the following conditions

√ Within 30 natural days from 0:00 on the day after the customer receives the goods, the product packaging, accessories, gifts, and instructions are complete, and there is no human damage. The product has not been affixed to any surface, ensuring it remains in new condition for resale.

√ Within 30 natural days from 0:00 on the day after the customer receives the goods, non-human damage to the product is found.

We have the right to refuse customers' return requests in the following situations

× Those who request a return within 30 natural days from 0:00 on the day after receiving the goods.

× The returned items are incomplete, the outer packaging, accessories, gifts, and instructions are incomplete, or the appearance is damaged due to artificial reasons.

× Collisions caused by non-product quality problems, as well as product quality problems caused by unauthorized modification, foreign objects (water, oil, sand, etc.), incorrect installation, and failure to use and operate according to the instructions.

× Tear up, alter labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.

× Products damaged due to unavoidable factors such as fire, flood, lightning strike, traffic accident, etc.

× After contacting OptiSolex to confirm the return service, the corresponding item was not shipped within 7 natural days.

Please note that returns that are not caused by quality issues will incur logistics fees for the returned products, which will be deducted from your final refund. The specific cost details can be found in the table below Shipping fees for different countries/regions.

In addition, we will refuse to refund packages that do not meet the return conditions, and if you need us to return the returned package, you need to bear the shipping costs yourself.

Do not ship the product without confirming with our customer service team. If you ship the product without confirmation, any losses caused will be borne by you.

How to return and refund

Please contact us via support@optisoelx.com for detailed return instructions. The email must include the order number, reason for return, Serial Number, and any necessary proof (such as pictures and videos). The serial number position is a string of pure digital codes printed on the front and rear dials.

OptiSolex will reply within 1 working day. Once your return or exchange request is approved, we will provide you with a shipping label. Please use this label for returns and return the product with its original packaging (including all accessories and manuals) to the designated address provided by us.

Please notify us by email after the parcel has been sent: support@optisolex.com

Our staff will inspect the package within 2 working days after receiving it.

Once the warehouse inspection confirms that the product is in good condition, we will arrange a refund within 5 working days.

After successfully arranging a refund, we will notify you of the refund progress by email within 1 working day.

Refund processing time

The warehouse will verify the returned products within 2 working days. Once verified, the refund will be processed within 5 working days. The actual arrival time of the refund is expected to be 7 working days. (The specific time depends on the processing time of different banks)

Contact us

If you have any questions about this policy, please email support@optisolex.com