Return & Refund Policy

Due to the COVID-19, we don't accept any return packages. However, Ourfilters will offer refund or compensation according to your situation. Please check out the following details policies.


RETURN CONDITIONS
1. All orders are covered by a 30 days warranty, counting from the date you receive the package. You can have a refund if your package is within the warranty.
2. The Customers must first send a clear photo or video of the damaged or defective product, Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s).
3. After we verify the issues and prove that is our mistake at the end, including poor quality, defect, DOA( Dead on Arrive), sending wrong item, ordered a right model but does not comply with your own refrigerator, lack of accessories and etc, we can send you a new item free of charge, or you can choose to receive a full refund.
4. For orders where a product model was purchased in error and cannot be installed properly, we'll offer a partial refund or discount code(Maximum 30% off) as a compensation.


YOU CANNOT RETURN A PRODUCT IF (Customers’ Responsibility)

1. The product has been used or has traces of having been used.
2. The product was damaged due to artificial improper operation.


HOW TO RECEIVE A REFUND
1. Please email support@ourfilters.com with your return request. Please include your name and order number, and give a detailed description of the defect and send pictures or video to show the defect. 
2. Please wait for a reply from our support team for us to verify the case and follow the instructions you receive from us. Processing is usually completed within 2 business days.
3. Although we don’t accept return package, we still offer compensation for our customers, such as coupon code, discount, partial refund and etc.


WHEN WILL YOU RECEIVE A REFUND
You will receive your refund on the same account that you used to pay for your order. It usually takes around 7-14 business days (Credit card) or 48 hours (Paypal) for the money to arrive, entirely depending on your credit card company and any intermediaries.



NOTES:
Ourfilters bears all the shipping fee and taxes. There is no extra charge once an order is placed and paid successfully.

If you have any questions about refund policy, please contact our support center.
Email Address: support@ourfilters.com
Telephone: +8615013692423 I Monday - Sunday: 9:00 am - 10:00 pm EST
Live Chat Service Hours: Monday - Sunday: 9:00 am - 10:00 pm EST