REFUND POLICY
After-Sales Problem Handling and Return Policy
- Policy on Discrepancies in Received Goods:
In the event that the goods received do not match the order, customers are required to submit photographic evidence of the tracking number on the outer packaging and the items received. Upon verification, we shall dispatch a replacement order.
- Policy on Short Shipped Goods:
Customers must provide photographic evidence of the tracking number on the package's outer packaging and the received goods. Upon confirmation, we will either replenish the missing items or issue a refund for the value of the undelivered products.
- Policy on Lost Packages:
Should a package not be received within a 50-day period, customers are advised to contact us via the designated email address, INFO@OCHIUMAGIC.COM. We will then proceed to reship the product promptly.
- Policy on Damaged Products:
Customers must provide photographic evidence of the tracking number on the outer packaging and the damaged product. We will replace the item or issue a refund for the value of the damaged product, provided that the damage was not a result of misuse.
Refund Exclusions:
We are unable to process refunds under the following circumstances:
- Failure to report an issue within 15 days of product receipt.
- Requests for refunds after the product has been dispatched, as we cannot intercept the shipment.
- Damage caused by not carefully following the provided tutorials.
- Our refund service does not extend to online teaching services.
Shipping Information:
Orders are typically dispatched within three business days. Delivery times vary by country and region. For instance, shipments to the United States, United Kingdom, Germany, and France typically require 10 to 20 business days for delivery, while other regions may require 10 to 28 business days. Customers can obtain specific delivery details via email correspondence.
Heavy Freight Shipping Costs:
For products of excessive volume or weight, an additional shipping fee will be applied. International customers are responsible for bearing any additional costs, including customs duties and taxes.
Obtaining Tracking Numbers and Package Information:
Upon dispatch of the order, we will send an email to the recipient's email address containing the tracking number. Customers can utilize the 4PX tracking number to monitor the logistics information on [www.17track.net]. Should the package not be received within the stipulated business days, customers are encouraged to consult via email for further assistance.
14-Day Return Policy:
Customers may request a return within 14 days of receiving the product. The product for return must be in its original condition, unused, with tags attached, and in the original packaging. Customers are responsible for the return shipping costs.
Return Process:
Customers must initiate the return process by contacting us via email at info@ochiumagic.com . Upon acceptance of the return request, we will provide a return shipping label along with detailed return instructions. We do not accept returns without prior authorization.
Address Change Policy:
Customers wishing to update the delivery address must do so before the product has been shipped. Once the product has been dispatched, changes to the address are not possible. Should the package not be delivered due to an incorrect address or inability to contact the recipient, resulting in the package not being returned, the courier will handle the package, and the customer will be liable for any losses.
Assessment of Damages and Issues:
Upon receipt of the order, customers are advised to inspect the goods. In the case of defects, damages, or receipt of incorrect goods, immediate contact with us is required for assessment and rectification.
Refunds:
After receipt and inspection of the returned product, we will notify the customer whether the refund has been approved. If approved, the refund will be processed automatically to the original payment method within 10 business days. Should the refund not be processed within 15 business days, customers are advised to contact us via info@ochiumagic.com for further assistance.
We may also automatically collect certain information about your interaction with the Services ("Usage Data"). To do this, we may use cookies, pixels and similar technologies ("Cookies"). Usage Data may include information about how you access and use our Site and your account, including device information, browser information, information about your network connection, your IP address and other information regarding your interaction with the Services.
Information We Obtain from Third Parties
Finally, we may obtain information about you from third parties, including from vendors and service providers who may collect information on our behalf, such as:
- Companies who support our Site and Services, such as Shopify.
- Our payment processors, who collect payment information (e.g., bank account, credit or debit card information, billing address) to process your payment in order to fulfill your orders and provide you with products or services you have requested, in order to perform our contract with you.
- When you visit our Site, open or click on emails we send you, or interact with our Services or advertisements, we, or third parties we work with, may automatically collect certain information using online tracking technologies such as pixels, web beacons, software developer kits, third-party libraries, and cookies.
Any information we obtain from third parties will be treated in accordance with this Privacy Policy.
Contact
Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at INFO@OCHIUMAGIC.COM.
After-Sales Problem Handling and Return Policy