Return & Refund Policy

Thanks for choosing Odinlake. We guarantee all Odinlake products are strictly tested by our quality inspector before delivery. If you need after-sales service, please contact us by email: customers@odinlake.com

We have a 30-days return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

After you email us to apply for a return, we will reply to you with 24 hours on working days. Once the return is approved, we will send you a shipping label within 48 hours.
When Odinlake is in charge –  Situations may include:
  • We shipped out the wrong item
  • We shipped it to the wrong address
  • We shipped a duplicate order
  • Item arrived defective and cannot be fixed with a replacement part
  • Item malfunctioned during the 30 days returns period (Assuming the customer assembled the item properly according to the instruction manual)

IMPORTANT: For items that arrive damaged or are defective, YOU MUST provide video/photos to support your claim that the item arrived damaged or is malfunctioning. If a customer refuses to or fails to send photos/video of a claimed malfunctioning/damaged item, this return will be treated as “buyer’s remorse” and the customer is solely responsible for 15% restocking fee. If a customer claims an item is defective/damaged, the customer must provide proof prior to return, with no exceptions. Use the Contact Us form to submit pics/videos for your return request.

If the return request for a damaged/defective item can be fixed with simple parts and support, we can provide the option of free replacement part(s) and advice on how to repair your item if the customer finds that to be the easier solution so you don’t have to fuss with shipping a large bulky item back.

Once we have received the approved returned item, we will review its condition. If the item is found to be defective, we will issue a refund.

 

When the Customer is in charge – In the case of a return reason caused by customer's error, the customer is solely responsible for 15% restocking fee. It is important to note that the 15% restocking fee will be deducted from your total refund, and any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs.

      Situations may include:

  • Buyers Remorse (“Not satisfied with performance”, “Item doesn’t fit me correctly”, “Item doesn’t meet my expectations”, “I tried it, but I want something else”, etc)
  • No Reason / No Longer Want
  • Misinterpretation of Product Description (failure to fully read item details/descriptions/features)
  • Order Cancellation after the item already shipped out, even if you have not yet received the item
  • The customer bought the wrong one
  • The customer accidentally bought too many
  • The customer accidentally provided the wrong shipping address
  • After the 30 day returns period, customers may use the items Odinlake manufacturers product warranty period for repairs if the item is faulty or malfunctioning. Please see the manufacturer’s product warranty for details.

 

Gift Cards

Unfortunately, we cannot accept returns on gift cards.

Exchange Processing flow


Step 1:
Please contact us by email at customers@odinlake.com, let us know your problem, and confirm the solution.
Step 2:
Take a picture of what you shipped and send it to us, as well as the tracking number. The maintenance fee depends on whether it is within the warranty. (please check the Warranty coverage)
Step 3:
We confirm the goods were returned and checked the problem. Please also email us your
specific contact details (name, cell phone number, detail address, ZIP code).
Step 4:
We will send the goods back to you.


Thank You For Your Cooperation!

 

Refund Policy

● If you are not 100% satisfied with your purchase, you can return the product and
get a refund or exchange the product for another one. (In the case of a return due to customer error, 15% restocking fee paid by the customer.)
● You can Return or Refund a product for up to 30 days from the date you received it. Any
product you return must be in the same condition you received it and in the original packaging. Please keep the receipt.
● We will notify you once we've received and inspected your return, and let you know if the refund is approved or not. If approved, you'll be automatically refunded on your original payment method. Please note: it may take 5-10 days for your bank or credit card company to process and post the refund.
● For any problem related to the return and refund, please contact us.

 

Return address

For the return address, please contact customer service by email to obtain the address.（customers@odinlake.com） Thank you！

 

Cancellation of order

Odinlake generally sends out your orders within 24 hours on working days. To cancel an order, please contact Odinlake as soon as possible to cancel your order and get a refund immediately. But if your order has been shipped, we will refund your payment when you send back the order.

To cancel your order, please contact us via customers@odinlake.com.

If the return reason is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

 

More Information


For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us the details provided below:

Mail: customers@odinlake.com 

Phone: +1 213-222-6167

Address: Room 2103,21/f Ho King Commercial Center, No. 2-16 Fa Yuen Street, Mong Kok, Kowloon Hong Kong

Last updated: November 23, 2021