PART Ⅰ - LIMITED WARRANTY

Under this Limited Warranty, Ocado warrants that each Ocado product that you purchase will be free from material and workmanship defects under normal use during the warranty period. The warranty period for different products and parts vary, The warranty period for a product starts on the day such product is delivered, unless otherwise agreed upon between you and Ocado.
This limited warranty provided by the manufacturer in no way affects a potential statutory warranty provided by law.

How to Obtain Warranty Service

If your product does not work properly within the warranty period, you can contact us through after-sales service and let us know what we can do for you.

For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent. Warranties on all replacements follow the same warranty timeframe of the original defective item.

* Warranty period may vary according to local laws and regulations.

The use of personal contact information

By obtaining after sales service under this policy, you authorize Ocado to store your contact information, including name, phone number, shipping address and email address. We will protect the security of your information.

Part Ⅱ - GENERAL TERMS

Ocado guarantees that, subject to the following conditions, Refund Service, Replace Service and Warranty Repair Service can be requested. Please contact Sihoo or your authorized Ocado dealer for more details. You will be required to fill out a refund or repair form, which should be sent to us along with the product.

Request Return Service

√ Within seven (7) calendar days of receiving a product if the product has no manufacturing defect and is still in new condition.
√ Within seven (7) calendar days of receiving a product if the product has a manufacturing defect.
√ Over fifteen (15) calendar days of receiving a product if the product has a defect, and the return shipping cost must be covered by buyer.

Return Service will not be provided where

× It is requested beyond seven (7) calendars days of receiving a product.
× A product sent to Sihoo for Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.
× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
× Any fault or damage of the product is caused by unauthorized use or modification of the product。
× Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
× Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.
× A product is not delivered to Sihoo within seven (7) calendar days after Refund Service confirmation is sent from Sihoo.
× Other circumstances stated in this policy.

Request Replacement Service

√ Within fifteen (15) calendar days of receiving the product if the product has sustained a substantial damage in transit, provided always that the damage proof issued by the carrier can be provided to Sihoo.
√ Within fifteen (15) calendar days of receiving the product if the product does not match the original description of the product in one or more significant respects.
√ Within fifteen (15) calendar days of receiving the product if the product suffers performance failure.

Replacement Service will not be provided where

× Service is requested more than fifteen (15) calendars days after receiving a product.
× Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
× A product sent to Sihoo for replace does not include all original accessories, attachments and packaging, or contains items damaged by user error.
× A product is found to have no defects after all appropriate tests are conducted by Sihoo.
× Any fault or damage of the product is caused by unauthorized use or modification of the product,
× Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
× Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.
× Received product has not been sent back to Sihoo seven (7) calendar days after replacement confirmation from Sihoo.
× Proof of damage during transit issued by the carrier cannot be provided.
× Other circumstances stated in this policy.

Shipping costs must be covered by buyer in the following situations

√ Returning products for any reason other than a proven defect
√ Buyer’s accidental returns
√ Returning personal items
√ Returning items claimed to have defects but found by Sihoo quality control to be in working condition
√ Returning defective items in international shipping
√ Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Part Replacement for Quality-Related Issues

All quality-related defects on items sold directly by Sihoo are covered by an extensive warranty, starting from the date of purchase. Replacement part provided by Sihoo may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement part shall be covered for the time remaining in the original product’s warranty.

What to Do Before Obtaining After-Sales Service

√ Buyer must provide sufficient proof of purchase
√ Sihoo must document what happens when buyers troubleshoot the product
√ The defective item’s serial number and/or visible proof depicting the defect are required
√ It may be necessary to return an item for quality inspection

Valid proof of purchase:
Order number from online purchases made through Sihoo or Sihoo’s authorized resellers
Sales invoice
Dated sales receipt from an authorized Sihoo reseller that shows a description of the product along with its price
Please note more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).

Part Ⅲ – Return Policy

A.Under what conditions can I apply for a return?

If you receive a damaged, defective, or incorrect item or if you are not completely satisfied with your purchase, please contact our support team,within 3 days of receiving. Returns must be received in original condition within 30 days of receipt or date of purchase. whichever is overdue, shipping and delivery charges are non-refundable.

B.What should I prepare for a successful return?

Proof of purchase is required for refunds on eligible items, plus amount of tax paid according to applicable state law. The following are accepted as proof of purchase:original paper receipt, e-receipt or order number).

Please send the package back to our warehouse by way of delivery center or pickup & delivery service.

C.How to confirm whether the return is successful?

a.Please keep close track of the shipping status of your returned package. Upon returning to our warehouse, we will inspect the conditions of the returned product. If all the requirements are met, we can arrange the refund.

b.Please note we reserve the right to refuse returns or exchanges of items that are not in like-new condition because of misuse or damage caused by a customer. Please keep in mind that furniture is vulnerable to damage during shipping. Therefore, it's important that you keep and use the original packaging for any items you intend to return.

c.Upon return, your item will be inspected, and exchanges, credits, or refunds will be issued for the purchase price. Tax will be refunded in accordance with applicable law. Shipping and delivery fees are not refundable except in cases of manufacturing defects or transit damage. We reserve the right to refuse returns or exchanges of items that are not in like-new condition because of misuse or damage caused by a customer. Please keep in mind that furniture is vulnerable to damage during shipping. For this reason, it's important that you keep and use the original packaging materials for any items you wish to return.

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