Return & ExchangePolicy
Return and exchange process
NOTE: OptiSolex offers a 30-day return and refund policy upon receipt of the product.
Please keep the original box in good condition in case you need to return the 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 you're not entirely satisfied with your purchase, we're here to help.
Pre-Sale Refunds
During the pre-sale period, customers are entitled to request a full refund at any time prior to shipment. To initiate a refund, please email support@optisoelx.com with your order details.
Returns Due to Quality Issues:
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.
In-Stock Sale Refunds
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.
Not Eligible for Return
× Returns requested after 14 calendar days from the next day of receipt.
× The returned items are incomplete, the outer packaging, accessories, gifts, 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.
× Quality control department feedback with usage problems
To process a return, the product must be sent back with all original parts, accessories, and packaging. If the original packaging is missing, a repackaging fee will be deducted from the refund amount.
If you have any questions or concerns about your order, feel free to contact our customer support team.
Order cancellations and changes
Before shipment
Order cancellations/address changes：Free.
After shipment
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.
Return Charging
For returns or exchanges not caused by product quality issues, you will be responsible for the return logistics costs.
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)
Additional Notes
Customers must return the product with all accessories and the original packaging.If the original packaging is missing, a repackaging fee will be deducted from the refund.Please ensure that the return package dimensions do not exceed carrier size limits to avoid penalties.
For any issues regarding returns, please contact us before sending the package.
Contact us
For any questions regarding this policy or technical inquiries, please email support@optisolex.com
Mon to Fri: 9am-6pm(PST)