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Effective Date: July 17, 2026

OpenELAB is committed to providing accurate product descriptions and high-quality electronics. This Return, Refund & Warranty Policy applies to purchases made from OpenELAB's global online store and explains the rights and obligations of OpenELAB and its customers.

This policy does not limit any mandatory consumer rights that apply in the customer's country or region. Where applicable law provides stronger rights, those rights take priority.

1. Change-of-Mind Returns

A. 14-Day Return Window

Eligible customers may notify OpenELAB within 14 days after delivery that they wish to return an item without giving a reason.

• The customer is responsible for the return shipping cost, unless applicable law requires otherwise.
• The return must be sent to the return center designated by OpenELAB. Depending on the order and customer region, the designated return center may be in the United States, Germany, or China.
• OpenELAB will refund the product purchase price after the return is received and inspected. Standard outbound delivery charges will also be refunded where required by applicable law.
• To receive a full refund, the item must be returned with all accessories and, where reasonably possible, its original packaging.
• Customers may inspect an item as they would in a physical store. Where permitted by law, OpenELAB may deduct an amount for loss of value caused by handling beyond what is reasonably necessary to inspect the item's nature, characteristics, and operation.

UK clarification: The UK's 30-day period relates to the short-term right to reject faulty goods. It is not a 30-day change-of-mind return period. The cancellation period for eligible UK distance purchases remains subject to applicable UK distance-selling rules.

B. After 14 Days

OpenELAB does not accept change-of-mind returns requested after the applicable 14-day notification period, except where required by law or expressly agreed by OpenELAB in writing.

C. Refund Condition and Loss of Value

A full product-price refund is available when the returned item is new, unopened, and unused, with all accessories and intact original packaging. Opening packaging or inspecting an item does not by itself remove a statutory withdrawal right.

If the item has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and operation, OpenELAB may make a documented deduction for the resulting loss of value where permitted by law. Relevant condition issues may include visible scratches or mounting marks, missing or damaged packaging, missing accessories, broken seals, permanent installation, soldering, or firmware changes that reduce the item's resale value.

For voluntary, non-statutory change-of-mind returns outside the EU and UK, the condition-based deduction may range from 15% to 50% of the product price depending on the documented loss of value. This range does not override EU or UK statutory rules, and it does not apply merely because a package was opened for reasonable inspection.

An item damaged beyond repair by customer misuse is not eligible for a change-of-mind refund. This does not affect remedies for a defect that existed at delivery or any other mandatory consumer right.

D. Change-of-Mind Return Exclusions

To the extent permitted by law, the change-of-mind return right does not apply to customized or made-to-order products, activated digital products or licenses, or other products that are legally exempt from withdrawal rights. This does not affect rights relating to faulty, damaged, or incorrectly supplied products.

2. Faulty, Damaged, or Incorrect Products

A product is considered faulty when it has a defect in materials, manufacturing, or assembly under normal intended use, does not materially match its published description or specifications, or arrives damaged or incorrect.

A. Claims Made Within 14 Days of Delivery

For a verified faulty, damaged, or incorrect product reported within 14 days of delivery, the customer may request either:

• a full refund; or
• a replacement at no additional cost.

OpenELAB will cover the reasonable and necessary return shipping cost by providing a return label or approving reimbursement in advance.

B. UK Faulty Goods Reported Within 30 Days

UK consumers retain their statutory short-term right to reject qualifying faulty goods within 30 days and request a full refund. They may alternatively accept a replacement. OpenELAB will cover the reasonable and necessary return shipping cost.

C. Claims Made From Day 15 Through Day 31

Change-of-mind returns are not accepted during this period. For a verified product fault, OpenELAB will provide a free repair or replacement and cover the reasonable and necessary return shipping cost.

If repair or replacement is impossible, cannot be completed within a reasonable time, or would cause significant inconvenience to the customer, OpenELAB will provide an appropriate full or partial refund as required by applicable law. UK consumers' 30-day right for qualifying faulty goods remains unaffected.

3. Warranty and Statutory Guarantee

A. 12-Month OpenELAB Limited Warranty

For customers outside the European Union, OpenELAB provides a 12-month limited warranty from the date of delivery, in addition to any mandatory rights under applicable local law.

During the warranty period, change-of-mind returns are not accepted. For a verified covered defect, OpenELAB will:

1. repair the product at no charge; or
2. replace it at no charge if repair is not reasonably available.

OpenELAB will cover the reasonable and necessary shipping costs for an approved covered warranty claim. If neither repair nor replacement can be completed within a reasonable time and without significant inconvenience, OpenELAB will provide an appropriate full or partial refund as required by applicable law.

B. EU Consumers: Minimum 2-Year Legal Guarantee

EU consumers have a minimum 2-year statutory guarantee from the date of delivery for qualifying conformity defects. This legal guarantee is separate from, and is not limited or replaced by, OpenELAB's commercial warranty.

For a qualifying claim, repair or replacement will be provided free of charge, including necessary shipping costs. If repair or replacement is impossible, cannot be completed within a reasonable time, or causes significant inconvenience, the customer may be entitled to a price reduction or a full refund under applicable law.

C. UK and Other Mandatory Consumer Rights

UK consumers and customers in other regions retain all mandatory rights available under applicable local consumer law. The expiry of OpenELAB's commercial warranty does not remove any statutory right that cannot legally be excluded or limited.

D. B2B Orders

Unless otherwise agreed in writing, products purchased by business customers are covered by a 12-month warranty from the date of delivery. Where a separate sales agreement, quotation, purchase contract, or other written agreement specifies different warranty terms, the terms of that agreement will apply.

4. Warranty Coverage and Exclusions

A. Covered Defects

Warranty coverage includes failures in materials, manufacturing, assembly, or normal product functionality that occur during normal and intended use, as well as products that materially fail to match their published specifications.

B. Excluded Damage

To the extent permitted by law, warranty coverage does not apply when the reported damage or failure was caused or materially contributed to by:

• incorrect installation, reverse polarity, overvoltage, excessive current, or use outside published operating limits;
• drops, impact, liquid or moisture exposure, fire, lightning, electrical surges, or improper storage;
• unauthorized physical modification, including soldering, cutting pins, PCB modification, or permanent installation, where that modification caused or contributed to the fault;
• unauthorized or beta firmware where that firmware caused or contributed to the failure;
• customer or third-party repair attempts that caused additional damage;
• normal wear and tear or consumable parts, including batteries, unless the part was defective at delivery or applicable law provides otherwise; or
• use contrary to the product documentation or for a purpose that OpenELAB did not approve.

A modification or third-party service does not automatically void all warranty coverage. The exclusion applies only where the modification, service, or misuse caused or contributed to the claimed defect, subject to applicable law.

5. Inspection and Remedy Process

OpenELAB may request reasonable information needed to verify a claim, including the order number, product and serial number, photographs, video, diagnostic results, and a description of the issue.

For approved claims, OpenELAB may provide troubleshooting before authorizing a return. If a physical return is required, OpenELAB will issue an RMA number and the correct return address. Returns should not be sent without authorization.

If inspection shows that the product is not faulty or that the damage is excluded from coverage, OpenELAB will provide a quotation for any available paid repair, diagnostic charge, and return shipping. No paid repair or charge will be performed without the customer's approval. If the customer declines the quotation, the customer may pay for return shipping of the unrepaired product or authorize disposal where permitted.

6. Refund Processing

Approved refunds will be issued to the original payment method. Processing time may depend on the payment provider. OpenELAB may withhold a withdrawal refund until the returned goods are received or the customer provides evidence of shipment, where permitted by law.

Original expedited delivery charges are not refundable beyond the cost of standard delivery unless the return is caused by a faulty, damaged, or incorrectly supplied product, or applicable law requires otherwise.

7. How to Request Support

Contact info@openelab.io before returning an item. Include your order number, product name, and a clear description of the request or fault. OpenELAB will provide the appropriate troubleshooting steps, RMA number, designated return address, and shipping instructions.

Where reasonably possible, pack the item in its original packaging with all accessories. Mark the RMA number on the shipping label or outer shipping package, not on the product's retail box. Use a trackable shipping method and retain the shipping receipt. For customer-arranged returns, OpenELAB is not responsible for a parcel lost before it is delivered to the designated return center, except where applicable law provides otherwise.

This policy is intended to operate alongside applicable consumer law. Nothing in this policy excludes or limits rights that cannot legally be excluded or limited.