Refund policy

 

We want you to feel confident purchasing from OASSAY. If something is not right with your order, please contact us and we will do our best to provide a fair and practical solution.

1. 30-Day Return Policy

OASSAY offers a 30-day return period. You may request a return within 30 days after receiving your order.

For a standard return, the product should generally be:

  • Unused
  • Clean and undamaged
  • In its original packaging where reasonably possible
  • Accompanied by a receipt, order number, or other proof of purchase

To request a return, please contact us at support@oassay.com.

Please do not return any product unless instructed by OASSAY Support. Once your request has been reviewed, we will provide the appropriate next steps based on the circumstances.

2. Damaged, Defective or Incorrect Items

Please inspect your order after delivery. If your item arrives damaged, appears to have a manufacturing defect, or you receive the wrong product, contact us as soon as possible at support@oassay.com.

To help us evaluate the issue, we may request reasonable supporting information, including:

  • Your order number or proof of purchase
  • A description of the issue
  • Photos or videos showing the product and the problem
  • Packaging information
  • Batch, product, or other identification information where relevant

Once your request has been reviewed, we will provide an appropriate resolution based on the circumstances. This may include:

  • Replacement of the product
  • Replacement parts or components
  • A refund
  • Another remedy available under applicable consumer law

If OASSAY asks you to return a product as part of an approved damaged, defective, incorrect-item, or warranty claim, we will cover the reasonable return shipping cost, including international return shipping where applicable.

Please do not send the product back unless instructed by OASSAY Support. Depending on the circumstances, we may be able to resolve your request without requiring the product to be returned.

3. Return Shipping

Return shipping arrangements depend on the reason for the return.

For approved product defects, damaged items, incorrect items, or warranty claims: if OASSAY requires the product to be returned, we will cover the reasonable return shipping cost, including international return shipping where applicable.

For change-of-mind or other non-defect returns: return shipping costs may be the customer's responsibility unless otherwise agreed by OASSAY or required by applicable law.

Where a return is required, OASSAY Support will provide instructions on how and where to send the product.

Products sent back without prior authorization may not be accepted or processed.

4. Filter Cartridges & Hygiene Items

Because filter cartridges come into direct contact with drinking water, used or opened filter cartridges are generally not eligible for standard change-of-mind returns for hygiene reasons.

This does not affect your rights if a cartridge is defective, damaged, or otherwise covered by the OASSAY Warranty Policy or applicable consumer law.

If you experience an issue with a filter cartridge, please contact us before disposing of it. We may request photos, videos, product identification information, or other details to help us evaluate the issue.

5. Exchanges

If you would like to exchange an unused product for another model, colour, or configuration, please contact us at support@oassay.com.

Depending on your location and the circumstances, we may recommend returning the original item and placing a new order, or we may provide another suitable solution.

Any additional shipping costs associated with a voluntary exchange may be the customer's responsibility unless otherwise agreed by OASSAY.

6. Refunds

Once your request and any required supporting information have been reviewed, we will notify you whether the refund has been approved.

If a physical return is required, the refund may be processed after the returned product has been received and inspected.

If approved, refunds are normally issued to the original payment method within 10 business days.

Please note that your bank, credit card issuer, payment provider, or other financial institution may require additional time to process and post the refund to your account.

If more than 15 business days have passed since OASSAY confirmed that your refund was processed, please contact us at support@oassay.com.

7. Original Shipping, Duties & Taxes

For change-of-mind returns, original shipping charges, customs duties, import taxes, and other third-party fees may be non-refundable unless otherwise agreed by OASSAY or required by applicable law.

If the return results from an OASSAY error, an incorrect item, shipping damage, or a confirmed product defect, we will provide an appropriate resolution and will not require you to bear reasonable return shipping costs where a return is requested by us.

8. Promotional & Sale Items

Promotional or discounted products may be subject to different conditions for voluntary change-of-mind returns.

However, a promotional or sale price does not remove any rights you may have in relation to a defective, damaged, or incorrect product under applicable consumer law or the OASSAY Warranty Policy.

9. European Union 14-Day Cooling-Off Period

If you are a consumer in the European Union and applicable law provides a statutory right of withdrawal, you may have the right to cancel or return an eligible order within 14 days without providing a reason.

Unless applicable law provides otherwise, products returned under a change-of-mind or cooling-off right should generally be unused, clean, undamaged, and returned with their original packaging where reasonably possible.

Nothing in this policy is intended to restrict any statutory cancellation, return, refund, or other consumer rights that apply to you under local law.

10. Warranty After the 30-Day Return Period

Our 30-day return policy is separate from the OASSAY product warranty.

OASSAY products are backed by a 2-year warranty for eligible product defects. A product issue that occurs after the 30-day return period may still qualify for support under our Warranty Policy.

If you experience an issue after the return period has ended, please contact support@oassay.com and our team will review the situation with you.

11. Verification of Return & Warranty Requests

To protect our customers and help prevent misuse of our return and warranty programs, OASSAY may request reasonable information necessary to verify a request.

This may include:

  • Proof of purchase
  • Order information
  • Photos or videos of the product
  • Product or batch identification
  • Packaging information
  • A description of how and when the issue occurred
  • Return of the product for inspection where reasonably necessary

Submitting a return, refund, replacement, or warranty request does not automatically guarantee a particular remedy. Each request will be reviewed based on the circumstances, the condition of the product, available information, this policy, the OASSAY Warranty Policy, and applicable consumer law.

12. Statutory Consumer Rights

This policy does not exclude, restrict, or modify any consumer rights or remedies that cannot legally be excluded or limited under the laws applicable to your purchase.

Consumer rights may vary depending on your country or region.

13. Contact Us

If you have any questions about returns, refunds, replacements, exchanges, damaged products, or warranty support, please contact:

support@oassay.com

We review each request individually and will do our best to provide a practical and fair solution.