M5Stack M5Stack Thread Border Router

1. General Shipping Information

• We provide premium shipping methods with a tracking number for each order.
• Shipping addresses must be entered in English without special symbols to help the courier company recognize your address in the system. We will ship strictly according to the shipping address you provided. Please notify us of any address change before your order is marked "Shipped" to avoid parcel loss.
• Please contact our customer service staff immediately if you need to cancel or change an order. Once your order has reached "Shipped" status, it can no longer be canceled or changed in any way. To avoid complications, please recheck your shopping cart before checkout.
• We can ship all in-stock orders within 1 business day after your order has been confirmed.
• All items are inspected before dispatch and are carefully hand-packed.
• With standard courier practice, you need to check the contents of the parcel before signing for your goods. Otherwise, we will not be held responsible for any damage that may have occurred in transit.

2. Shipping Rates & Options

Our shipping rates are calculated based on the order value and destination. Please refer to the tables below for details.

2.1 Germany (Domestic)

2.2 European Union (EU)*

*Including:

2.3 United States

* The regions in the Non-Continental U.S. include: Alaska, American Samoa, Guam, Hawaii, the Marshall Islands, the Northern Mariana Islands, Palau, Puerto Rico, the U.S. Virgin Islands, and all U.S. Armed Forces addresses. The shipping and delivery to these areas are subject to the Non-Continental U.S. shipping rules.

2.4 International (Outside EU)

For specific international destinations, including Switzerland, United Kingdom, and Norway.

3. International Warehouse

Our products are stored in our Munich, Long Beach, and Shenzhen warehouses to provide more flexible logistics solutions tailored to different regions and customer needs. On each product's description page, we indicate the specific warehouse location to help you better plan your purchase and delivery schedule.

3.1 German Warehouse

For products stored in our warehouse in Munich, we use either Deutsche Post or DHL for shipping, depending on the size of the package. Logistics within Germany are very efficient, with an estimated delivery time of 2-4 business days, ensuring you receive your order quickly and conveniently. For Western EU countries, the estimated delivery time is 4-6 business days. For Eastern EU countries, the estimated delivery time is 6-8 business days.

3.2 US Warehouse

For products stored in our warehouse in Long Beach, we use either USPS or UPS for shipping, depending on the size of the package. Logistics within U.S. are very efficient, with an estimated delivery time of 3-7 business days, ensuring you receive your order quickly and conveniently.

3.3 Chinese Warehouse

For Pre-order items or orders fulfilled directly from our Shenzhen warehouse, we utilize YunExpress for reliable international shipping. Given the complexities of international shipping, the estimated delivery time for these packages is around 10 business days, though this may vary slightly due to customs processes or other uncontrollable factors. Otherwise, products will be restocked to our Munich or US warehouses before final delivery, as detailed in the "Important Notice" above.

4. Customs and Taxes

4.1 How are customs handled by OpenELAB for import or export?

For EU Member States: Whether shipped from Germany or China, we cover all import duties and taxes (DDP), ensuring that you receive your package without any additional costs or hassle with customs.

4.2 How is VAT charged when the Customer places an order from OpenELAB?

In accordance with the newest VAT e-commerce rules in the EU, OpenELAB shall have the right to charge the amount of VAT at checkout. The standard rate of actual VAT applied is subject to the destination country's regulations. No additional VAT will be charged upon delivery for these orders.

Effective Date: December 10, 2025

At OpenELAB, we are committed to providing accurate product descriptions and high-quality electronics. The following policy outlines your rights and obligations, designed to be fair to both our customers and our business operations globally.

1. Warranty Policy

A. Standard Limited Warranty (Global & US)

For customers in the United States, Asia, and other non-EU regions:

• Warranty Period: OpenELAB provides a 12-month warranty from the date of delivery.

• Coverage: This warranty covers defects in material and workmanship under normal use.

• Resolution: We will repair or replace defective units at no charge.

B. Statutory Rights for EU/UK Customers (EU Compliance)

If you are a consumer residing in the European Union or the UK purchasing from our global site:

• Statutory Guarantee: You are entitled to a 24-month statutory guarantee for conformity defects present at the time of delivery, in accordance with EU consumer protection laws.

• Relation: The Standard Limited Warranty (Section 1.A) applies in addition to, and does not replace, your statutory rights.

C. Warranty Exclusions (Applies to ALL Regions)

Warranty coverage is VOID if the damage is caused by:

1. Misuse: Incorrect installation, reverse polarity, or exceeding voltage limits.

2. Unauthorized Modification: This explicitly includes soldering, cutting pins, modifying the PCB, or flashing unauthorized/beta firmware that "bricks" the device.

3. Physical Damage: Drops, moisture/water damage, or electrical surges (lightning).

4. Normal Wear & Tear: Consumable parts (e.g., batteries), unless defective upon arrival.

Note: For non-warranty repairs (e.g., customer-induced damage), we may offer repair services for a fee. Shipping and diagnostic costs will be borne by the customer.

2. Return & Refund Policy

A. Return Window

• Standard: You may request a return within 30 days of receiving your order.

• EU Customers: You have the statutory right to withdraw from the contract within 14 days of receipt without giving a reason.

B. Refund Conditions & Restocking Fees

To protect against policy abuse, the refund amount is strictly determined by the condition of the returned item.

1. Full Refund (100%)

• The item is Brand New, Unopened, and Unused.

• The original packaging is intact and sealed.

• All accessories are present.

2. Partial Refund (Restocking Fee / Value Depreciation)
If the item is returned in a condition that prevents it from being sold as new, OpenELAB reserves the right to deduct a Restocking Fee (or "Compensation for Loss of Value" for EU customers) from the refund.
Deductions apply if:

• Signs of Use: Visible scratches, mounting marks on screw holes, or fingerprints.

• Damaged Packaging: Original box is torn, written on, or missing.

• Technical Modification: The device has been powered on, programmed/flashed, or soldered.

• Broken Seals: Anti-static bags or security seals have been opened.

Depending on the severity of the usage/damage, the deduction may range from 15% to 50% of the product price. Items damaged beyond repair due to misuse will not be refunded.

C. Shipping Costs

• Defective / Wrong Item: OpenELAB covers the return shipping cost.

• Customer Remorse (Changed Mind / Ordered Wrong Item): The customer is responsible for all return shipping costs to our designated return center (located in the US, Germany, or China, depending on your region). Original shipping fees are non-refundable unless required by local law.

3. Return Process (RMA)

To ensure a smooth return process, please follow these steps:

1. Authorization: Contact us at info@openelab.io before returning any item. Returns without prior authorization will not be accepted.

2. RMA Number: We will provide you with a Return Merchandise Authorization (RMA) number and the correct return address.

3. Packing: Ship the item back in its original packaging with the RMA number clearly marked on the shipping label (not on the product box).

4. Tracking: We strongly recommend using a trackable shipping method. OpenELAB is not responsible for returns lost in transit.