Refund policy

What is your returns and exchange policy?

Our 30-day refund policy ensures shoppers receive their orders in perfect condition or can return them for a refund within 30 days of delivery.

Simply return your unused item(s) in its original packaging,once the returned merchandise arrives back in Ohuhu’s warehouse for inspection, the refund process will begin.

Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-7 working days.

•  Returns must include all accessories

•   Item must be unused and in the same condition that you received it. It must also be in the original packaging

•   For non-quality related warranty claims, buyer is responsible for shipping costs

•   For non-quality related warranty claims, Ohuhu refunds the cost of the product itself

•   Returns may be rejected if items do not meet the above requirements

Items not eligible for a refund:

• Orders received over 30 days ago

There are certain situations where only partial refunds are granted: (if applicable)

* Book with obvious signs of use

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery.

Exchange:

Ohuhu will replace damaged or defective items. If you need to exchange your item for the same product, contact us via email: support@ohuhu.com  

DEFECTIVE PRODUCT POLICY

If you have a quality issue to report, you can write us an email at support@ohuhu.com  and we will suggest you solutions.All purchases have 30 calendar days to return an item from the date you have received it. To be eligible for a return, refund, or replacement, your item must be in the same condition you received it. Returns require the following:

• your order number
• your receipt or proof of purchase
• photos of the product, if defective
• your shipping address

Refunds （if applicable）:

We offer refund/replacement only once we have received the product. It generally takes up to 10 working days for the refund to process. Refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

How do I return my product?

Send an email to support@ohuhu.com before you return the product. Otherwise, we will not process this return.

U.S. customers return your item(s) to:

37707 Cherry Street, Newark, CA 94560, United States

European customers return your item(s) to:

Thousandshores Deutschland GmbH, Sorbenstr. 22, Hamburg, 20537, Germany  

As for other countries,

Please contact support@ohuhu.com to get an RMA # and return address

If the package is returned due to failure to process customs duties in time, we will charge 40% of the shipping fee

Cross-Border Returns: 

If you need to return a package from a cross-border shipment, you must choose a Prepaid Duties and Taxes (PDDP) shipping service. Packages returned without the appropriate PDDP service will not be eligible for a refund. 

Returns from customers within the European Union to our German warehouse are not considered cross-border returns and are therefore subject to our standard return policy.

Regarding the Shipping Costs in Returns:

i. For warranty claims related to product quality issues, Ohuhu will cover the return shipping costs.

ii. For returns or exchanges that are not due to product quality issues (e.g., change of mind or incorrect selection), the buyer is responsible for return shipping costs. The return shipping fee will depend on the courier chosen by the buyer. If your order included tax, the tax will be refunded.

iii. If the return is due to a mistake on our part (e.g., damaged, defective, or incorrect items), we will cover the return shipping costs and offer a refund or replacement.

iv. No restocking fee will be applied to returns.

6-Month Warranty:

Warranty Coverage Includes:

•  Manufacturing defects: Only defects directly caused by errors during the manufacturing process.
    
• Material defects: Issues related to the quality of materials used in the product, which directly affect performance.
     
• Functional issues under normal usage conditions: Any malfunction that occurs when the product is used according to the manufacturer's instructions and within normal usage parameters.

Warranty Exclusions:

• Accidental damage, misuse, or unauthorized repairs: Damage caused by accidents, improper handling, or third-party repairs that are not authorized by us.
• Normal wear and tear: Gradual deterioration due to everyday use, such as minor scratches, fading, or aging.
  
• Cosmetic damage: Scratches, dents, or marks on the product's exterior that do not affect its functionality, occurring more than 30 days after the product was received.
• Loss of parts/accessories: Missing or damaged accessories or parts that are lost or not in their original condition after 30 days from the date the product was received.

Note: Refund requests for the 30-day money-back guarantee expire 30 days after opening a warranty claim. For purchases made through third-party platforms such as Amazon, please contact Amazon for refund assistance. ohuhu.com is solely responsible for orders purchased directly from ohuhu.com.

Delivery times for exchanged products may vary depending on your location.

If you have any questions，Please contact us at support@ohuhu.com