Refund policy
What is the return policy?
You may cancel your order for a full refund 24 Hours after the order placement. If you cancel after your order has been sent or refuse delivery, you are responsible for the original shipping fee and return shipping fee (varies by model and shipping cost). We cannot intercept or cancel orders that have already shipped.
Kindly note: If you want to cancel your order, please contact service@optiwisecam.com for confirmation. We will cancel the order for you when we confirm if the package is not shipped. If the package has been shipped, we can't cancel the package for you. Sorry that we cannot control the packages that have been shipped.
NOTE: RETURNS ARE PROCESSED ONLY WHEN THE ITEM IS RETURNED BACK TO US, NO EXCEPTIONS, IF THE PACKAGE IS STILL IN TRANSIT WE CAN NOT PROCESS THE RETURN.
To be eligible for a return, your item must be: unused and in the same condition as it was when you received it. In addition, the item must be in the original packaging. For customer-initiated returns, a 20% restocking fee will be charged, with a minimum of $20 USD. You may also be charged the original shipping fee and return shipping fee (varies by model and shipping cost) at our sole discretion for any returns or exchanges. If you order a product by mistake you will be charged according to this policy.
In addition, within 24 hours upon arrival, we will offer an exchange or a refund if the product is seriously damaged, the freight does not need to be borne by the customer. If it happens, please send photos/videos of the product damage to service@optiwisecam.com.
How to return my order?
To complete your return, we require a receipt or proof of purchase. Do not return any products to our warehouse without approval by contacting us.
Step 1. E-mail us at service@optiwisecam.com within 24 hours of product delivery with your order number and delivery day.
Step 2. Take videos/photos of all packaging and item.
Step 3. Once we accept your request for the return and we will provide you with the correct address for return.
Step 4. Once we receive the items we will inspect the items, and process the refund. It may take an additional 3-5 business days to fully process your return and issue your refund upon delivery. You'll get a notification once the refund is issued.
Note: Please contact us at service@optiwisecam.com and get our written approval before returning the items. Any product returned without acceptance will not be refunded.
Have you received my return?
Processing your return usually takes a few days.
However, we will send you an email update as soon as we have received and checked your returned product(s).
Feel free to write us under service@optiwisecam.com to check up on your return.
When will I receive my refund?
Processing a refund usually takes up to 10 business days after we have received the returned item(s). If you have any problem, please contact service@optiwisecam.com.
Kindly note that our pricing is based on the US dollar and may fluctuate slightly based on real-time currency exchange rate movements in different places when you get a refund.