Refund policy

Refund & Return Policy

We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return if your item is faulty, damaged, or has an unresolvable software issue.

Return Eligibility

To be eligible for a return:

  • The item must be faulty, damaged, or have an unresolvable software issue
  • The item must be in the same condition that you received it
  • The item must be in its original packaging with tags
  • You must provide proof of purchase

If multiple items were purchased, returns apply only to the affected item(s), not the entire order unless all items meet the return criteria.

Orders refused at delivery or returned to sender without prior approval are not eligible for a full refund. 

Product & Fulfillment Disclaimer

Due to fulfillment from multiple warehouses, products may be shipped separately and may arrive with different branding or packaging.

These variations:

  • Do not affect product quality or functionality
  • Are not considered valid reasons for a return or refund

Items received as described, including those with branding or packaging variations, are considered fulfilled and are not eligible for return/refunds.

Returns Process

To initiate a return, contact us at info@oklumi.com.

If your return is approved:

  • You will receive a return shipping label and instructions
  • Items sent without prior approval will not be accepted

Return Shipping

  • If the return is due to faulty, damaged, or defective items, we cover return shipping
  • If a return is approved outside these reasons (at our discretion):
    • Return shipping costs are the customer’s responsibility
    • Fees may be deducted from the refund amount

Non-Returnable Situations

We do not accept returns or refunds for:

  • Change of mind
  • Incorrect orders placed by the customer
  • Minor cosmetic imperfections that do not affect functionality
  • Resolvable software issues

Customers are responsible for providing accurate shipping information. Orders shipped to an incorrect address provided by the customer are not eligible for refunds or replacements. There is a 4 hour cancellation window in which you can modify or cancel your purchase, after this timeframe order cancellation or modification is not guaranteed.

Damages & Issues

Please inspect your order upon delivery and contact us immediately if:

  • Your item is defective
  • Your item is damaged
  • You received the wrong item

Photo or video evidence is required for all damage, defect, missing item, wrong item, or fault claims before a return, replacement, or refund can be reviewed.

Hardware & Software Return Conditions

Hardware Returns

  • Accepted: Major or moderate damage affecting use, safety, or performance
  • Not accepted: Minor cosmetic damage

Software Returns

  • Accepted: Issues that cannot be resolved after support assistance
  • Not accepted: Issues fixable via updates or troubleshooting

Exchanges

We do not offer direct exchanges.
To get a different item, return the original (if eligible) and place a new order.

EU 14-Day Cooling-Off Period

For orders shipped to the European Union:

  • You may return your order within 14 days for any reason
  • Return shipping costs are the customer’s responsibility
  • Items must be unused, in original packaging, with proof of purchase

Refunds

  • Refunds are processed after inspection of the returned item
  • If approved, refunds are issued to the original payment method within 10 business days
  • It may take additional time for your bank to process the refund

If more than 15 business days have passed, contact info@oklumi.com

Cancellations

  • Orders can be cancelled within 4 hours of purchase
  • After this window, cancellation is not guaranteed
  • Orders already processed or shipped cannot be cancelled or refunded

Delivered but Not Received

Standard Shipping:

  • Once marked as delivered, responsibility transfers to the carrier
  • Check with neighbours, building management, or secure areas
  • Customers should file claims with the carrier if needed

Priority Processing + Insured Shipping:

  • Your package is fully protected until successfully delivered (theft or missing packages after delivery are not covered under this insurance).

For any questions, contact us at info@oklumi.com