Return & Refund Policy
Last Updated: October 24, 2026
Thank you for shopping with Oqenv.
Oqenv is owned and operated by Hangzhou Silicon-Based Firefly Technology Co., Ltd.
Hangzhou Silicon-Based Firefly Technology Co., Ltd. is the legal company responsible for operating this online store, including product sales, order processing, shipping coordination, customer support, returns, refunds, and related after-sales services.
This policy explains our return eligibility requirements, return shipping responsibilities, order cancellation procedures, refund methods, and processing times.
1. Return Period
You may request a return for eligible products within 14 calendar days after delivery.
Please contact us within this period to initiate your return request. Our customer support team will review your request and provide the applicable return instructions and mailing deadline after approval.
This standard return period does not limit any rights or remedies available under applicable law for products that arrive damaged, defective, incorrect, incomplete, or materially different from their descriptions.
2. Return Eligibility and Conditions
For change-of-mind or preference-based returns, the following conditions apply:
-
The product must be unused and in its original condition.
-
Original packaging, accessories, and included components must be returned where applicable.
-
You must provide your order number or other valid proof of purchase.
-
The return request must be submitted within 14 calendar days after delivery.
These requirements apply to preference-based returns.
Products that arrive damaged, defective, incomplete, incorrect, or materially different from their descriptions will be reviewed separately and do not need to meet the unused-item conditions to qualify for appropriate assistance.
Any product-specific return restrictions will be disclosed in the applicable product information or store policies.
3. How to Request a Return
To request a return, please contact our customer support team:
Email: service@oqenv.com
Please provide:
-
Your order number and the email address used at checkout.
-
The product you wish to return.
-
The reason for your return request.
-
Relevant photographs or videos, where applicable.
Our support team will review your request and provide the appropriate next steps, including return authorization, the designated return address, and applicable shipping instructions.
Please obtain return approval and instructions before sending any products back.
If photographs or videos are unavailable, please contact us so we can discuss another reasonable way to review the issue.
4. Return Address
The designated return address may differ from our registered business address.
Please do not send returned products to our business registration address unless our customer support team specifically authorizes it.
After your return request has been reviewed and approved, we will provide the appropriate return warehouse address and instructions.
Sending products to an unauthorized address may delay return processing.
Please retain your return shipping receipt and tracking information until your return has been resolved.
5. Return Shipping Costs
Change-of-Mind or Preference-Based Returns
Customers are responsible for return shipping costs when returning eligible products because of:
-
A change of mind.
-
Personal preference.
-
An incorrect size, color, or style selected by the customer.
-
An incorrect product selected by the customer.
For these returns, approved refunds generally cover the price paid for the returned product.
Original outbound shipping charges are not refundable for preference-based returns unless required by applicable law.
We do not charge restocking fees.
Damaged, Defective, Incorrect, or Materially Misdescribed Products
If a product arrives damaged, defective, incorrect, incomplete, or materially different from its description, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.
If a return is required, we will arrange a prepaid return method or cover the necessary return shipping costs.
Please contact us before purchasing return postage so our team can confirm the appropriate arrangements.
For a full-order refund resulting from such an issue, we will also refund any original shipping charges paid.
For an affected item within a larger order, we will explain the applicable refund amount and any shipping adjustment when confirming the resolution.
6. Original Shipping Charges and Free Shipping
Our standard shipping rates for orders delivered to the United States are:
Free Standard Shipping
-
Order subtotal: $39.00 USD or more.
-
Shipping charge: $0.00 USD.
-
Estimated shipping time: 10–15 business days after dispatch.
Standard Shipping
-
Order subtotal: Less than $39.00 USD.
-
Shipping charge: $5.99 USD.
-
Estimated shipping time: 10–15 business days after dispatch.
The applicable shipping charge is displayed at checkout before payment.
For preference-based returns:
-
Customers are responsible for return shipping costs.
-
Original outbound shipping charges are generally non-refundable.
-
If the original order qualified for free shipping, no original outbound shipping charge will be deducted from the approved product refund solely because the returned items reduce the retained order value below the free shipping threshold.
For returns resulting from damaged, defective, incorrect, or materially misdescribed products, we will provide an appropriate resolution without additional shipping charges to the customer.
Please refer to our Shipping Policy for further information about processing times, shipping arrangements, and delivery estimates.
7. Missing Items
If an item is missing from your order, please contact service@oqenv.com with your order number and details of the missing product.
Our customer support team will check whether your order was shipped in separate packages or whether an item was omitted.
If an item is confirmed missing, we will arrange an appropriate replacement or refund at no additional cost to you.
You will not be required to return a product that you did not receive.
8. Order Changes and Cancellations
If you need to change or cancel an order, please contact service@oqenv.com as soon as possible.
Include your order number, checkout email address, and the requested change or cancellation.
We will review whether your order can still be modified or canceled before dispatch.
Cancellation requests cannot be guaranteed once fulfillment preparation has begun.
If your order is successfully canceled before dispatch:
-
No cancellation fee will be charged.
-
The full amount paid, including any original shipping charge, will be refunded.
-
The refund will be issued to your original payment method within 5–10 business days after cancellation confirmation.
If your order has already shipped, please follow the applicable return procedures after delivery.
9. Return Inspection and Refund Decisions
Once your approved return has been received, our team will inspect the returned product according to the applicable return requirements.
We will notify you of the refund decision after the review.
If a refund is declined or adjusted, we will explain the reason.
If you believe relevant information has been overlooked, you may contact our customer support team for further review.
Approved refunds are issued to the original payment method used for the purchase.
10. Refund Processing Times
Refund processing depends on the type of request.
Approved Returns
Refunds are issued within 5–10 business days after the returned product has been received and inspected.
Refunds Without a Required Return
If a refund is approved without requiring the product to be returned, it will be issued within 5–10 business days after approval.
Successful Order Cancellations
Refunds are issued within 5–10 business days after cancellation confirmation.
Business days exclude weekends and applicable public holidays.
Your bank, card issuer, or payment provider may require additional time to display the funds after we issue the refund.
All approved refunds are issued to the original payment method unless otherwise required by applicable law or agreed through an appropriate alternative arrangement.
11. Late or Missing Refunds
If your refund has not appeared within the stated timeframe, please:
-
Check the account associated with your original payment method.
-
Contact your bank or payment provider to determine whether the refund is pending.
-
Contact our customer support team so we can review the refund status.
Email: service@oqenv.com
Please include your order number and any refund confirmation information you have received.
For your security, do not send passwords, payment security codes, or complete payment card details.
12. Consumer Rights
Nothing in this Return & Refund Policy excludes, restricts, or limits consumer rights that cannot be waived under applicable law.
Where mandatory consumer protection laws provide additional rights or remedies, those protections will continue to apply.
We aim to handle return and refund requests fairly and in accordance with our published policies and applicable legal requirements.
13. Customer Support and Business Information
For questions about returns, refunds, cancellations, shipping charges, or other order concerns, please contact us using the following information.
Brand Name: Oqenv
Legal Company Name: Hangzhou Silicon-Based Firefly Technology Co., Ltd.
Customer Support Email: service@oqenv.com
Customer Support Phone: +86 18668146900
Business Address:
Room 2407, Building 4, Xixi Letiancheng
Wuchang Subdistrict, Yuhang District
Hangzhou, Zhejiang Province, China
This business address is not a return address unless specifically authorized by our customer support team.
For order-related inquiries, please include your order number and the email address used at checkout.
Oqenv is owned and operated by Hangzhou Silicon-Based Firefly Technology Co., Ltd.