Your request to return a product for refund must be submitted by e-mail to firstname.lastname@example.org within 30 days of purchase. Proof of purchase (order number) is required. Products must be returned in their original packaging with all parts, including the owner’s manual when it applies. When identified with missing packaging, parts or manuals, Osburn reserves the right to deduct an amount equivalent to the missing and or damaged parts and packaging. Our customer service will issue the credit within 14 days of receipt of the returned products. The shipping and handling charges are not refundable. Returned parcels that are not clearly identified with a copy of the return document on the outside of the package will be refused and returned at the sender’s expense. Make sure to use a carrier that is able to provide a tracking number and proof of delivery for traceability purposes.
We strive to streamline the returns process. Please be aware that whether you are doing a general or defective return, anytime you are sending something back across the border, certain documents are required by customs to clear the shipment. We will provide you with these documents along with detailed instructions of where to place them when you return the items to ensure that you are not charged any taxes or duties to return them and to ensure that they clear customs with no delay. Please follow all of the instructions included with your return authorization. Processing US returns can take 1-2 business days longer in order for us to generate the appropriate customs documents.
If a part is defective, immediately contact our online service email@example.com. Before contacting us, please have the following information to process your warranty claim:
- Your name, address and telephone number;
- The invoice or order number;
- The nature of the defect and any relevant information;
- Digital photos may be required to support a defect.
Before shipping a defective part at our office, you must obtain an authorization number from Osburn. Any merchandise returned without authorization will automatically be refused and returned to the sender.