We do not accept returns on used products. Even if you only used it once and washed it out. No exceptions. We sell only the highest quality glass pipes and accessories at the lowest prices on the market to ensure 100% customer satisfaction. Below are a few situations that we can accept return.
- The package hasn’t sent out yet. (100% refund or replace)
- The package is on the way but not arrived yet. (15% restocking fee or replace for free)
- The package has arrived but not opened/used yet. (15% restocking fee or replace for free)
Refunds (Seller Error):
We only accepts returns on un-used products, and a return claim must be filed within five days of the delivery date. If the return is due to Osgree.de’s error (wrong product/piece missing/etc.), we will send you a prepaid shipping label, and you simply need to drop the package off at the post office. We are not able to accept returns, exchanges or offer full or partial refunds for products that have been used. Please inspect all items prior to use, once used they cannot be returned for any reason. If you decide to send an item back, please be sure to package it the same way it arrived to ensure that it does not break on the way back to us. We recommend all return shipments purchase insurance covering the full amount of the order. If you choose not to purchase insurance and your shipment is damaged, we can not offer you a refund. Once the item has been inspected and approved for re-stocking, a full refund for the purchase price will be issued.
Refunds (Buyer Preference):
All returns due to buyer preference will be subject to a 15% restocking fee OR the option of store credit for the full amount of your purchase. Shipping and handling fees are non-refundable, and buyer is responsible for any return shipping fees incurred on preference based returns. Orders cancelled from buyer before fulfillment are subject to a 15% restocking fee applied to their refund.
You should expect to receive your refund within three weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (3-5 business days).
Damaged Product:
What to do if your product is damaged upon arrival: We at Osgree.de go through enormous efforts to properly package and ship all orders to prevent breaking. Our packing methods insure your glass pieces will arrive at your doorstep safely and in perfect working condition. We believe a good business is one that stands behind it’s policies, and resolves any errors in a timely fashion. In the unlikely event that your package arrives damaged, please make sure you take the following steps to ensure getting a replacement is quick and easy:
Step 1. E-mail us at sales@osgree.de within 24 hours of product delivery with your order number.
Step 2. Take photos of all packaging and materials, AND the damaged item(s).
Step 3. We will send you a return shipping label.
Step 4. Repackage the item in the box it arrived in, and send it back to us.
Step 5. Receive a brand new replacement!
If you have any questions about our return policy, feel free to email us at sales@osgree.de
