Refund policy

Thank you for choosing Osmart.

This policy explains the conditions under which returns, refunds, and replacements may be considered. All sales made through Osmart are final. Once an order is processed, it cannot be cancelled, modified, or refunded under any circumstances. Any request for a return, refund, or replacement will be reviewed solely at Osmart’s discretion, and Osmart reserves the full right to approve or reject such requests.

To submit any claim, the customer must provide a continuous and unedited unboxing video. The video must clearly show the package before opening, the seal condition, the complete unboxing process, and must clearly display the product along with the issue being demonstrated within the same video. Claims submitted without such a proper unboxing video will not be considered.

A return or refund request will be considered only if the product is found to be defective, damaged, or non-functional upon arrival; if the issue is reported within 24 hours of delivery; if clear photos and the mandatory unedited unboxing video are provided; if the product is unused; and if it is returned with all original packaging and accessories. The request will only proceed after Osmart’s technical team verifies the issue. If any of these conditions are not met, the claim will be rejected without exception.

In cases where a claim is approved, Osmart will prioritise providing a replacement rather than a refund. Replacement is subject to stock availability. If the same product is unavailable, Osmart may offer an alternative product, store credit, or a partial refund after applying the necessary deductions. Customers cannot demand a refund if a suitable replacement is available.

Unless otherwise specified by Osmart, the customer is responsible for all return shipping costs and must ensure the product is securely packed. Any damage occurring during return transit will result in rejection of the claim. Osmart may provide pickup assistance at its discretion, but is not obligated to do so.

If a refund is approved, Osmart may deduct forward shipping charges, return shipping charges, payment gateway fees and any costs related to missing or damaged packaging or accessories. These deductions are applied before the refund is issued.

A refund or replacement will be processed only after Osmart successfully verifies the issue, confirms that the serial number or IMEI matches the original order, and ensures the product shows no signs of usage, and that all packaging and accessories are intact. If the issue cannot be reproduced during inspection, the product will be returned to the customer, who must bear the return shipping cost.

Products that are functioning properly, damaged by the customer, purchased incorrectly, incompatible with the customer’s setup, purchased on discount or during offers, used in any manner, or returned without original packaging are strictly non-returnable and non-refundable, except in the rare case of a proven Dead on Arrival (DOA) condition supported by an appropriate unboxing video.

Osmart is not responsible for any courier delays, customer unavailability during delivery, incorrect or incomplete addresses, or any damage that occurs after the product has been successfully delivered.

To raise a claim, customers must email support@osmart.ai within 48 hours of delivery and include the order ID, a detailed description of the issue, the full unedited unboxing video, photos of the defect, and the serial number if applicable. Claims submitted without complete information cannot be processed.