Purchases made through authorised retailers
OQAN products are sold through authorised retailers and distributors. The OQAN website does not currently process direct retail purchases or collect payments from customers.
For this reason, all requests concerning returns, exchanges, order cancellations or refunds must be submitted directly to the retailer from whom the product was purchased.
The retailer named on your receipt or invoice is responsible for processing your request according to its own returns policy and the applicable consumer protection laws in your country. OQAN cannot issue a refund for a payment collected by an independent retailer.
How to request a return or refund
Please contact the retailer where you purchased the product and provide:
Return conditions, time limits, shipping costs and refund methods may vary depending on the retailer and the country in which the purchase was made.
Products should not be sent directly to OQAN unless you have received prior written authorisation.
Faulty or defective products
If you believe your OQAN product has a manufacturing defect, please first contact the authorised retailer where it was purchased.
Eligible products may also be covered by the OQAN Limited Warranty. Warranty claims require proof of purchase and may require the product serial number, a description of the issue and supporting photographs or videos.
A warranty claim is different from a standard return. The warranty covers eligible manufacturing defects under the conditions established in our Limited Warranty and does not cover a change of mind or products that are no longer wanted.
Return Authorisation
Products sent to OQAN or an authorised OQAN Service Centre for inspection or repair must have a valid Return Authorisation number.
Returns sent without prior authorisation may not be accepted. Please do not ship any product until you have received the relevant instructions and confirmed the delivery address with OQAN or the authorised service centre.
Products damaged during delivery
If your order arrives damaged, contact the retailer or delivery company as soon as possible. Keep the original packaging and take clear photographs of:
As OQAN does not process the original order or shipment, claims for transport damage and missing parcels must be handled by the retailer from whom the product was purchased.
Incorrect or missing products
If you receive an incorrect product or an item is missing from your order, contact the retailer directly and provide your order details. The retailer is responsible for correcting the order and arranging any necessary collection, replacement or refund.
Refund processing
The retailer that received your payment is responsible for approving and issuing any refund. Processing times and payment methods are determined by that retailer and the payment provider used for the original purchase.
OQAN cannot access, cancel or refund transactions completed through independent retailers.
Statutory consumer rights
Nothing in this policy excludes or limits any statutory rights available to consumers under applicable local law. Your rights may vary depending on your country and the retailer from whom the product was purchased.
Contact OQAN
If you need help identifying the appropriate retailer, authorised service centre or warranty procedure, please visit our
Contact page.
When contacting us, include the product model, serial number, date and place of purchase, proof of purchase and a clear description of the issue.
