Effective January 1, 2023
Refund & Returns Policy
At Ocoopa, we are committed to protecting your rights and delivering an exceptional shopping experience. Your satisfaction is our greatest motivation. Over the years, we’ve earned the trust of customers worldwide through high-quality products and reliable after-sales service. We will continue to uphold our promise to safeguard your interests and provide support whenever you need it.
Warranty Policy
Scope of Warranty
Scope of Warranty
Rechargeable Hand Warmer
1. Hand warmer won't turn on
2. Hand warmer won't charge
3. Hand warmer won't heat up
Warranty Coverage
Warranty Coverage
At Ocoopa, we stand behind the quality of our rechargeable hand warmers.
- European countries: Enjoy a two-year warranty from the date of purchase.
- United States: Enjoy a one-year warranty from the date of purchase.
Please Note:
If your product was purchased through a third-party retailer or platform, their warranty and return policies will apply. We recommend reviewing their terms directly.
Not Covered Under Warranty
Not Covered Under Warranty
- Products without valid proof of purchase
- Lost or stolen items
- Items beyond the warranty period
- Non-quality-related issues reported more than 30 days after purchase
- Free or promotional products
- Repairs performed by unauthorized third parties
- Damage caused by external factors (e.g., drops, exposure to extreme temperatures, water, etc.)
- Damage resulting from improper use (e.g., misuse, mishandling, or operating the product incorrectly)
- Purchases made from unauthorized resellers
- Products that were previously replaced under warranty are not eligible for further warranty claims
Refund Policy
Order Cancellation
Order Cancellation
- Before Shipping
- Orders can be cancelled within 24 hours of purchase for a full refund.
- If your order has already been processed but not yet shipped, we may still be able to cancel it; however, a handling fee will be deducted from your refund.
- After Shipping
- Once an order has been dispatched, we are unable to intercept it.
- If you still wish to cancel, please wait until the item is delivered and then request a return.
- Any refund will be issued minus the shipping costs already paid to our logistics partners (e.g., USPS, UPS, DHL, Amazon Logistics).
30-Day Money-Back Guarantee
30-Day Money-Back Guarantee
We offer a 30-day return policy for undamaged products purchased directly from Ocoopa.
- Returns for any reason are accepted within 30 days of delivery.
- Once the returned item arrives and passes inspection, your refund will be processed.
Return Requirements:
- Product must be in original condition, with all accessories included.
- Original packaging must be intact.
- For returns due to personal preference (non-quality issues), customers are responsible for return shipping, and the original shipping fee will be deducted from the refund.
- For non-quality-related claims, we refund only the product price, not shipping or additional fees.
- Returns that do not meet these requirements may be rejected.
After 30 Days
After 30 Days
- Refunds are only available for quality-related issues.
- Our customer support team will verify the issue and arrange a replacement or, if unavailable/preferred, a partial refund based on the product’s usage time.
- For products used extensively (e.g., near or over 9 months), where normal wear and tear applies, we may offer a discounted replacement rather than a full replacement.
- In such cases, customers cover the shipping cost of the replacement as part of our shared responsibility for long-term product support.
How to Request a Refund or Return
How to Request a Refund or Return
Please contact our customer service team via the details provided on our [Contact Page]. Include your order number, proof of purchase, and photos (if applicable) to help us process your request faster.
Return Policy
How to Return an Item
How to Return an Item
- Contact Us First – You must reach out to Ocoopa Customer Support (see [Contact Page]) before sending any return. Returns without prior approval may be rejected.
- Once approved, our team will provide you with a Return Authorization and instructions within 48 business hours.
Defective or Damaged Products
Defective or Damaged Products
If your order arrives damaged or defective, we sincerely apologize and will resolve the issue immediately.
- Please contact us within 3 days of receiving your parcel, including clear photos or a short video of the issue.
- After confirmation, we will arrange a replacement or refund at no cost to you.
Return Shipping Costs
Return Shipping Costs
- If the return is due to product quality issues – Ocoopa covers all return shipping costs.
- If the return is for personal reasons (e.g., change of mind) – The buyer is responsible for return shipping and the original shipping cost will be deducted from the refund.
Other Important Information
Other Important Information
- Incorrect Shipping Address: If a package is returned due to an incorrect address provided by the buyer, both the original shipping and return shipping costs will be deducted from the refund.
- Late or Missing Refunds: Refunds may take several business days to process depending on your bank or card provider. If you haven’t received your refund after our confirmation, contact your card issuer or bank first, then reach out to us if the issue persists.
- Purchases from Other Retailers: If your Ocoopa product was purchased from a store or a website other than www.ocoopa.com or our official Amazon store, please follow their return policy directly.