Refund & Return Policy

Effective Date: August 6, 2026
Last Updated: August 6, 2026

1. Introduction

This Refund & Return Policy explains the rules that apply to:

order cancellations;
returns;
exchanges;
damaged, incorrect, or defective products;
lost or customs-detained shipments; and
approved refunds.

This Policy applies to purchases made through okkrep.com and forms part of the OKKREP Terms & Conditions.

The website is operated by:

Shenzhen OKK Technology Co., Ltd.
Registered in the People’s Republic of China
Email: sunny@okkrep.com

For WhatsApp support, please use the official WhatsApp contact displayed on okkrep.com.

2. Mandatory Consumer Rights

This Policy describes OKKREP’s standard commercial return and after-sales procedures.

Nothing in this Policy limits any consumer right that cannot legally be excluded or waived under the laws applicable to the customer.

Where local mandatory law provides a longer cancellation period, a different return-cost rule, a legal guarantee, or another remedy, that mandatory rule will apply.

3. Contact Us Before Returning Any Product

You must contact OKKREP and obtain return approval before sending any product back.

Do not return a product to:

the address shown on the shipping label;
the original dispatch warehouse;
the carrier;
a U.S. or Italy warehouse; or
any other address not approved by OKKREP.

Approved returns under this Policy are normally sent to a designated return location in China.

Customer service will provide:

the approved return address;
required packaging instructions;
any evidence requirements;
the return reference; and
the next steps for the claim.

Products sent without prior approval may be delayed, refused, lost, or impossible to identify.

4. Order Cancellation

4.1 Unpaid Orders

An unpaid order may be cancelled freely.

4.2 Paid, Non-Customized Orders

A paid, non-customized order may normally be cancelled before shipment.

The eligible refund may exclude fees that have already been incurred and cannot be recovered, including:

payment-provider fees;
bank fees;
currency-conversion fees;
blockchain-network fees; and
other transaction costs.

4.3 Shipped Orders

Once an order has shipped, it can no longer be cancelled.

Any request will be handled under the return provisions of this Policy.

4.4 Customized or Personalized Products

Customized or personalized products cannot be cancelled after production or customization has begun.

This includes customized jerseys and products involving:

personalized names;
numbers;
patches;
custom printing;
engraving; or
other customer-specific modifications.

4.5 Overseas Warehouse Orders

Products shipped from the U.S. or Italy warehouse follow the same general cancellation rules.

A non-customized overseas-warehouse order may be cancelled before shipment. Once shipped, it enters the return process.

5. Standard Return Period

Subject to the conditions below, a customer may request a standard return within 7 calendar days after delivery.

The request must be submitted to customer service within this period.

Where mandatory local law provides a longer period, the legally required period will apply.

6. Unopened Products

For a standard return, the preferred condition is:

the product packaging remains unopened;
all original seals remain intact;
the product has not been used, worn, activated, washed, assembled, altered, or damaged;
all tags, protective films, manuals, accessories, gifts, and packaging remain complete; and
the product remains suitable for resale.

The customer is responsible for return shipping to the approved return address in China when the return is not caused by an OKKREP error or confirmed quality issue.

After the returned product is received and inspected, an eligible refund will be processed if the product satisfies the return requirements.

7. Opened Products Without a Quality Issue

Opening a package does not automatically guarantee that a product can be returned.

Where OKKREP agrees to review an opened product for a non-quality return:

the product must be returned to the approved address in China;
the customer must pay the return shipping cost;
the product must be complete and free from damage, wear, alteration, contamination, odor, or misuse;
all original packaging and accessories must be included; and
OKKREP must inspect and confirm that the product remains in acceptable condition.

An eligible refund will only be processed after inspection.

Category-specific restrictions in this Policy continue to apply.

8. General Return Condition Requirements

A product submitted for a standard return must, where applicable, be:

unused;
unworn except for a permitted indoor fitting;
unwashed;
unaltered;
free from stains;
free from odors;
free from scratches or wear;
free from customer-caused damage;
complete with tags and accessories;
returned with its original packaging; and
suitable for resale.

OKKREP may reject or reduce an otherwise eligible refund where the returned product:

is incomplete;
has been materially used;
is damaged by the customer;
has missing packaging or accessories;
has been altered;
has lost substantial resale value; or
does not match the approved return request.

Any deduction will be limited to actual loss or cost where permitted by applicable law.

9. Category-Specific Return Rules

9.1 Apparel, Shoes, Bags, Apparel Accessories, and Non-Customized Jerseys

Indoor fitting may be permitted, but the product must not have been:

worn outside;
washed;
stained;
damaged;
altered;
exposed to perfume, smoke, or strong odors; or
returned without its original tags and packaging.

Choosing the wrong size, color, or style is normally treated as a non-quality return.

The customer is responsible for return shipping unless the product was incorrect, materially misdescribed, or confirmed defective.

Customized jerseys and personalized products cannot be returned because the customer changed their mind.

9.2 Perfume

For a non-quality return, perfume must remain:

unopened;
unused;
unsprayed; and
in its original sealed packaging.

Perfume that has been opened or sprayed is not eligible for a non-quality return.

This restriction does not prevent a customer from reporting:

leakage;
a broken bottle;
a defective spray mechanism;
an incorrect product; or
another confirmed quality issue.

9.3 Electronics

For a non-quality return, electronics must be:

unactivated;
not linked to a customer account;
free from signs of use;
complete with all accessories;
returned with cables, manuals, inserts, and packaging; and
otherwise suitable for resale.

Electronics that have been activated, paired, registered, modified, or materially used are normally eligible only for review of a confirmed quality issue.

For hygiene reasons, opened in-ear audio products and similar personal-use products are normally eligible only for quality-related after-sales support, subject to mandatory law.

9.4 Watches

For a non-quality return:

protective films must remain intact where applicable;
the watch must not show wear or scratches;
the bracelet or strap must not have been cut, resized, punched, or altered;
all links, accessories, boxes, and documents must be included; and
the product must remain suitable for resale.

A watch that has been materially worn or adjusted is normally eligible only for review of a confirmed quality issue.

9.5 Toys and Building Sets

For a non-quality return, toys and building sets must remain unopened and sealed.

An opened or assembled set is normally not eligible for a standard return.

Customers may still report:

missing pieces;
incorrect sets;
serious structural problems;
material defects; or
shipping damage.

10. Customized and Personalized Products

Products made or modified according to customer instructions are not eligible for standard returns or cancellations after customization has begun.

This includes:

personalized jerseys;
custom names or numbers;
custom patches;
custom printing;
engraving;
made-to-order products; and
other clearly personalized items.

This restriction does not exclude claims relating to:

an incorrect customization made by OKKREP;
a confirmed material defect;
significant damage; or
failure to follow the confirmed customer instructions.

11. Reporting Damaged, Incorrect, Missing, or Defective Products

Contact customer service as soon as possible after delivery.

11.1 Transport Damage, Incorrect Product, or Missing Items

Claims involving:

visible transport damage;
an incorrect product;
a missing product;
missing key accessories; or
incomplete delivery;

should normally be reported within 3 calendar days after delivery.

11.2 Other Visible Quality Issues

Other visible quality issues should normally be reported within 7 calendar days after delivery.

A later report may still be reviewed where:

the defect could not reasonably have been discovered earlier;
mandatory law provides a longer period;
the product is subject to a legal guarantee; or
the circumstances reasonably justify a later claim.

12. Evidence Required for a Claim

To review a claim, OKKREP may request:

order number;
product name or product ID;
a clear description of the issue;
photos of the outer package;
photos of the shipping label;
photos of the product;
photos of damaged or missing areas;
a video demonstrating the issue;
packaging and accessory photos; or
other reasonable evidence.

12.1 Unboxing Video

For certain claims, a correct and continuous unboxing video may be required where it is reasonably necessary to verify:

whether an item was missing when the package was opened;
whether damage existed at delivery;
whether the wrong product was packed;
the original condition of the package; or
another fact that cannot reliably be established after opening.

The video should, where reasonably possible:

begin before the shipping package is opened;
clearly show the shipping label;
show all sides of the package;
continue without unexplained cuts;
show the opening process;
show all contents; and
clearly show the reported issue.

Failure to provide necessary evidence may limit our ability to approve a claim where the facts cannot otherwise be verified.

This evidence requirement will be applied reasonably and does not override mandatory legal rights.

13. Return Shipping Responsibility

13.1 OKKREP Normally Bears Reasonable Return Costs When

The issue is confirmed to involve:

an incorrect product sent by OKKREP;
a confirmed quality defect; or
a product materially inconsistent with the principal description on the product page.

The exact return or replacement arrangement must be approved by customer service before shipping.

13.2 Transport Damage

Transport-damage claims are reviewed case by case.

The solution may depend on package condition, carrier evidence, customer evidence, severity, usability of the product, route responsibility, and applicable law.

13.3 Customer Normally Bears Return Costs When

The return is caused by:

change of mind;
incorrect size selection;
incorrect color selection;
ordering the wrong product;
no longer needing the product;
dissatisfaction not caused by a defect;
an incomplete or incorrect address;
refusal of delivery;
failure to collect the parcel; or
another non-quality reason.

Non-quality returns must normally be sent to the approved return address in China.

14. Original Shipping and Related Fees

14.1 Non-Quality Returns

For a return not caused by an OKKREP error or confirmed quality issue, the following are normally non-refundable:

original shipping charges;
expedited shipping charges;
payment-provider fees;
bank fees;
currency-conversion fees;
blockchain-network fees;
return shipping;
customs or carrier charges already incurred; and
other non-refundable transaction costs.

14.2 OKKREP Error or Confirmed Quality Issue

Where the whole order must be returned because of an OKKREP error or confirmed quality issue, OKKREP will provide the appropriate legally required or agreed remedy.

Where only one item in a larger order is affected, the solution will normally relate to the affected item, reasonable return costs, and any necessary replacement shipment.

Mandatory consumer rights remain unaffected.

15. No Fixed Restocking Fee

OKKREP does not normally charge a fixed restocking fee for an eligible standard return.

However, an eligible refund may be reduced by:

actual non-refundable shipping costs;
actual payment or network fees;
missing accessories;
damaged packaging;
customer-caused damage;
loss of resale value; or
other measurable costs caused by failure to meet the return conditions.

No deduction will be made where prohibited by applicable law.

16. Assessment of Quality Issues

OKKREP will consider factors including:

whether the product operates normally;
whether the product matches its principal description;
whether an essential component is missing;
whether the issue materially affects use;
whether the issue was caused during shipping;
whether the issue resulted from misuse or customer alteration;
the severity of the defect; and
available evidence.

17. Serious Product Issues

A serious issue may include:

a product that cannot perform its primary function;
a materially incorrect product;
severe damage;
a key component missing;
a product materially inconsistent with its principal description; or
another confirmed defect that substantially prevents normal use.

For a confirmed serious issue, OKKREP may arrange:

replacement with the same product;
replacement with another agreed product;
a lawful alternative remedy where replacement is unavailable; or
another solution required by applicable law.

Same-product replacement is normally reserved for serious confirmed issues.

OKKREP does not promise that the same product will always remain in stock.

18. Minor Product Issues

A minor issue may include:

a small cosmetic mark;
minor packaging compression;
a non-essential accessory issue;
an acceptable color variation;
a reasonable measurement difference;
a minor batch difference; or
another issue that does not materially prevent normal use.

Minor issues are normally handled through one of the following two routes.

Route 1: Return to China for Replacement

Where approved:

the customer sends the product to the approved return address in China;
the customer initially pays the return shipping cost;
OKKREP inspects the returned product;
if the reported issue is confirmed, OKKREP sends a replacement; and
OKKREP reimburses the approved reasonable return shipping cost.

The customer must follow the approved carrier, packaging, tracking, and return-address instructions.

Route 2: Customer-Service Resolution

Customer service may negotiate another reasonable solution based on:

the specific issue;
product value;
customer location;
shipping cost;
replacement availability;
available evidence; and
applicable law.

This Policy does not establish a standard partial-refund program for minor issues.

19. Repair, Replacement, and Other Solutions

Depending on the type and severity of the issue, available solutions may include:

troubleshooting or usage guidance;
replacement of a missing accessory;
repair where practical;
replacement of the affected product;
exchange for another agreed product;
return and refund where applicable; or
another remedy required by law.

OKKREP will consider the issue, available stock, customer location, shipping feasibility, and applicable legal obligations.

Where mandatory consumer law gives the customer a specific right or remedy, that legal right will apply.

20. Exchanges

An exchange may be offered depending on:

stock availability;
product condition;
customer location;
shipping feasibility;
claim type; and
operational cost.

Where a direct exchange is not available, OKKREP may complete an eligible refund and ask the customer to place a new order.

The price of a replacement order may differ if prices have changed.

For non-quality exchanges, the customer normally bears shipping and other non-refundable costs.

21. Return Inspection

After an approved return is received, OKKREP normally completes inspection within 3–5 business days.

Inspection may include confirming the returned product, checking product condition, verifying accessories and packaging, testing functionality, comparing the return with the approved claim, and reviewing signs of use, alteration, or damage.

Inspection may take longer where specialist verification is required.

22. Refund Processing Time

After a return is approved following inspection, OKKREP normally initiates the eligible refund within 5–10 business days.

This period refers to the time needed for OKKREP to initiate the refund.

The final arrival time may depend on the payment provider, bank, card network, customer’s country, cryptocurrency network, wallet confirmation, holidays, or compliance review.

OKKREP cannot guarantee the processing time of an independent financial institution or blockchain network.

23. Refund Method

Where reasonably possible, an approved refund will be issued to the original payment method.

If the original method cannot receive the refund, OKKREP may offer another lawful and operationally available method, including:

account credit;
bank transfer;
cryptocurrency transfer;
another payment channel; or
another agreed method.

Cryptocurrency Refunds

An approved USDT or USDC refund is calculated using the equivalent value at the time the refund is processed.

The refund does not automatically equal the original number of tokens paid.

Any applicable network or non-refundable transaction fees may be deducted where permitted by law.

OKKREP will never request a customer’s private wallet key.

24. Reseller, Bulk, and Special-Procurement Orders

Confirmed quality issues remain eligible for review.

However, non-quality returns for reseller orders, bulk orders, specially sourced products, wholesale-priced products, negotiated-price orders, or business purchases may be governed by a separate written agreement.

Consumer withdrawal rights do not necessarily apply to purchases made primarily for business or resale purposes.

Any mandatory legal rights remain unaffected.

25. Lost Shipments

If a shipment has exceeded the estimated delivery time or has not shown meaningful tracking progress, contact customer service.

OKKREP may open an investigation with the international carrier, local carrier, warehouse, customs provider, or another logistics service provider.

A refund or replacement is not automatic while the investigation remains open.

If the shipment is confirmed lost and the loss was not caused by an incorrect customer address, refusal of delivery, failure to collect the package, failure to provide customs information, or another customer-caused issue, OKKREP will provide an appropriate remedy, such as replacement or another legally required solution.

26. Customs Detention or Seizure

For destinations where shipping is available and calculated through the website, customs clearance and applicable import charges are generally included as explained during checkout.

If a shipment is formally confirmed as detained or seized by customs, OKKREP will review the circumstances.

Where lawful re-shipment is possible and the issue was not caused by customer misconduct, prohibited customer instructions, incorrect customer information, or failure to cooperate, OKKREP will arrange a replacement shipment and bear the approved re-shipping cost.

Any replacement shipment must comply with applicable law.

27. Address Errors, Refused Deliveries, and Unclaimed Packages

The customer is responsible for reviewing the shipping address before payment.

If a parcel is returned because of an incomplete or incorrect address, refusal of delivery, failure to collect, inability to contact the customer, failure to provide required customs information, or another customer-caused delivery failure, the customer may be responsible for original shipping, return shipping, re-delivery, carrier charges, customs charges, and other actual non-refundable costs.

Any eligible refund may be reduced by these costs where permitted by law.

28. Delivered but Not Received Claims

If tracking shows delivery but the parcel cannot be located, the customer should:

verify the address;
check with household members;
check reception, neighbors, or building management;
look for a carrier notice;
contact the local carrier; and
contact OKKREP promptly.

OKKREP may open a carrier investigation.

A replacement or other remedy will depend on the investigation result, delivery evidence, carrier responsibility, customer evidence, and applicable law.

29. Payment Disputes and Chargebacks

Contact customer service before opening a chargeback where reasonably possible.

If a payment dispute or chargeback is already open:

OKKREP may pause its internal refund process;
the affected order or claim may remain under review; and
OKKREP may provide transaction, shipping, and communication records to the payment provider.

A customer cannot receive duplicate reimbursement through both an OKKREP refund and a chargeback, payment dispute, insurance claim, carrier payment, or other recovery channel.

If the customer has already received reimbursement through another channel, OKKREP may reject or reduce a duplicate refund request.

30. Refund Abuse and Fraud

OKKREP may reject, suspend, or investigate claims involving:

false statements;
altered photos or videos;
substituted products;
repeated unsupported claims;
return of a different item;
deliberate product damage;
multiple-account abuse;
chargeback abuse;
fraudulent delivery claims; or
other deceptive conduct.

We may restrict an account where there is reasonable evidence of fraud or abuse.

This does not affect a customer’s right to make a genuine claim.

31. Policy Changes

We may update this Policy because of changes to products, warehouses, payment methods, shipping arrangements, legal requirements, customer-service procedures, or business operations.

The updated Policy will show a revised “Last Updated” date.

An order already accepted will normally remain subject to the policy in effect when the order was accepted, unless applicable law requires otherwise, the parties agree otherwise, or the updated policy is more favorable to the customer.

32. Contact Us

Before returning a product or requesting after-sales support, contact:

Shenzhen OKK Technology Co., Ltd.
Registered in the People’s Republic of China
Email: sunny@okkrep.com

WhatsApp: Use the official WhatsApp contact displayed on okkrep.com.

Please include:

order number;
product name or product ID;
a description of the issue;
relevant photos or videos; and
your preferred contact method.