Refund policy
Warranty Policy
For orders purchased on OpenRock website:
All warranty claims and return requests are formally processed via email so that proper documentation is retained. Please note that all warranty claims requests and return requests will be reviewed by our team. Additional information may be required to approve or deny your request.
All after-sales issues are handled through this e-mail: info@openrock.com.
Cancellation Policy
All of our products are cancelable prior to shipment. If your order has not yet been paid for, you can easily cancel it yourself. If your order has been paid for, you may cancel it by contacting our customer service. After the order has been shipped, it will not be possible to cancel it.
30-Day Money Back Guarantee
OpenRock offers a 30-day hassle-free return policy, which means that you have 30 days from the date you receive your item to request a return. The refund process will begin once the returned item is sent back to the Openrock warehouse for inspection.
To ensure that your return request goes through, please make sure that the item must contain all accessories and must be in the same condition as when you received it (unworn or unused), with tags, and with the original packaging. In addition, you will need to provide a receipt or proof of purchase.
Return/Exchange Policy and Procedures
OpenRock offers a warranty of up to 2 years from the date of your purchase (or the date of shipment for pre-ordered items).
* For non-quality related warranty claims, please make sure that all accessories and original packaging of the product are intact, we will provide you with after-sales solutions based on the status of the product. For returns without quality issues, the customer will need to bear the return transportation costs.
* For warranty claims with quality problems, please follow the instructions of the after-sales team to provide the necessary information such as name, order number, video of the failure problem and so on. After verification, OpenRock will provide you with solutions such as free replacement or refund of the order cost. Customers do not need to return the defective product, the cost of reshipping will be borne by OpenRock.
* Returns may be refused if the item does not meet the above requirements or the necessary information cannot be provided.
If your return is accepted, we will send you a return shipping label and instructions on how and where to send the package.
NOTE: Items returned to us without prior request for a return will not be accepted.
Refund Policy
Once we have received and inspected your return, we will notify you and let you know if the refund has been approved. If approved, you will automatically receive a refund via your original method of payment. Please keep in mind that your bank or credit card company may also take some time to process and return the refund. Typically, it takes about 5 days to process a refund.
Return DOA (Damaged on Arrival) Merchandise.
If the item is damaged while receiving, please contact us within 14 days of the delivery date and follow the 14 day product guarantee procedure.
If the item is of high value, we may require you to return it to obtain a refund. Please include all accessories such as cables, chargers and batteries in the returned package. If accessories or components are missing, it may affect the amount of refund you receive.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Not All Products are Returnable
Items in the following condition are not eligible for the Return & Warranty Policy:
* Items not purchased from OpenRock.com
* Defective or damaged due to improper use or maintenance of the product
* Normal wear and tear on the exterior surfaces of the product
* Vandalism or intentional damage to the product
* Unauthorized repair or modification of the product
* Loss or theft