Guarantee & Return Policy

1. Consumer Right of Withdrawal

This section applies to consumers who purchase goods by distance selling where a statutory right of withdrawal applies under mandatory consumer protection law. For consumers in Germany and other EU jurisdictions, applicable mandatory consumer protection rules remain unaffected.

Right of Withdrawal

The withdrawal period is fourteen days from the day on which you, or a third party designated by you who is not the carrier, takes physical possession of the goods. If several goods forming part of one order are delivered separately, the period begins when the last item is received. If a single product is delivered in several consignments or parts, the period begins when the final consignment or part is received.

To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement, for example by email or letter:

You may use the model withdrawal form provided in Section 3 below, but use of the form is not mandatory.

If an online withdrawal form is made available on this page, you may also submit your withdrawal through that form. After submission, we will send confirmation of receipt on a durable medium, such as by email, including the content of your withdrawal declaration and the date and time it was received.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period expires.

Effects of Withdrawal

If you validly withdraw from the contract under an applicable statutory right of withdrawal, we will reimburse all payments received from you, including standard delivery costs. Additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us do not have to be reimbursed where permitted by applicable law.

Reimbursement will be made without undue delay and, where the applicable law provides for a fourteen-day reimbursement period, no later than fourteen days from the date on which we receive your withdrawal notice.

Unless otherwise expressly agreed, reimbursement will be made using the same payment method that you used for the original transaction. You will not be charged any fee by us for the reimbursement.

Where permitted by applicable law, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever occurs first. This does not apply where we have offered to collect the goods.

You must return or hand over the goods without undue delay and, where the applicable statutory rules provide for a fourteen-day return period, no later than fourteen days after informing us of your withdrawal.

Returns should be sent to our authorized return facility in Germany, unless we provide different return instructions for the specific product or case.

You bear the direct cost of returning goods where this is permitted by applicable law and where the goods can normally be returned by parcel service. For goods that cannot normally be returned by parcel service, return arrangements and costs will be handled in accordance with the applicable mandatory consumer protection rules.

You are responsible for any diminished value of the goods only where and to the extent that such diminished value results from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, subject to applicable law.

2. Exceptions and Additional Information

Statutory withdrawal rights may be excluded in certain cases provided by applicable consumer law. This may include goods that are not prefabricated and are made according to an individual choice or specification of the consumer, or goods that are clearly personalized.

For consumers in Germany, this includes the exception under Section 312g (2) No. 1 of the German Civil Code (BGB). A normal pre-order or procurement of a standard product specifically for a customer's order does not, by itself, make the product customized.

Statutory exceptions may also apply to sealed audio or video recordings or computer software where the seal has been removed after delivery. Ordinary hardware does not become excluded from withdrawal merely because normal product packaging, protective packaging or antistatic packaging has been opened.

Where a relevant statutory exception applies, the customer will be informed as required before the contract is concluded.

An existing statutory right of withdrawal may generally be exercised before the goods are received. Procurement or dispatch of the goods does not by itself eliminate the withdrawal right.

A return request or RMA authorization is not a condition for the valid exercise of a statutory withdrawal right. However, simply refusing delivery or returning goods without any accompanying statement may not reliably constitute a clear withdrawal declaration.

Separately commissioned paid repairs, training services or standalone digital services may be subject to separate withdrawal information. Where required, the relevant withdrawal information will be provided before the respective contract is concluded. This goods return policy does not replace those separate notices.

3. Model Withdrawal Form

If you wish to withdraw from the contract, you may complete and return this form. Use of this form is optional. A clear statement of withdrawal is sufficient, and you are not required to provide a reason.

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):

(*) Delete as appropriate.

You may voluntarily include your order number to help us identify the order. A withdrawal declaration does not have to be made using this form.

4. Statutory Rights for Defective Goods

If a product is defective, incorrectly supplied or does not have agreed characteristics, please contact OpenELAB. Your statutory claims are against OpenELAB Technology Ltd. as the seller. Manufacturer approval is not an additional condition for exercising statutory rights against us where such rights apply.

Consumers may exercise statutory rights relating to defective goods without being charged for remedies where this is required by applicable mandatory consumer law. Necessary shipping, transport, labor and material costs, as well as legally covered removal and reinstallation costs, will be handled in accordance with applicable law.

Where return of a defective product is necessary, we will provide an appropriate prepaid shipping method or agree the applicable shipping arrangements where required by law.

Statutory choices between repair and replacement remain available within the limits established by applicable law. Additional rights, including price reduction, termination of the contract and damages, are subject to the applicable legal requirements.

A fourteen-day withdrawal period is not a deadline for reporting product defects. For business-to-business transactions, statutory inspection and notification obligations applicable to the relevant contract remain unaffected. Where German commercial law applies, this includes Section 377 of the German Commercial Code (HGB).

Intended programming, permitted firmware flashing, intended soldering or normal integration of development products does not automatically eliminate statutory rights relating to defects. The specific defect and its cause are decisive.

Batteries, cables and wear parts are likewise not automatically excluded from statutory defect rights. Normal wear and tear must be distinguished from a legally relevant defect.

5. Additional Warranties

A manufacturer's warranty is provided by the respective manufacturer. Any additional OpenELAB commercial warranty is provided by OpenELAB Technology Ltd., Shenzhen, China.

Whether a commercial warranty is provided, and its duration, coverage, included parts, usage limitations and geographical scope, is determined by the applicable warranty statement or a binding product-specific commitment.

Any commercial warranty is additional to, and does not restrict, statutory consumer rights that apply under mandatory law.

This general page does not create a new uniform commercial warranty for all products. Existing binding warranty commitments, including previously issued OpenELAB warranty commitments, remain valid according to their respective terms.

Where required by applicable consumer law, the relevant commercial warranty statement will identify the warranty provider, contact details, covered goods, warranty conditions and claim procedure and will be provided on a durable medium within the legally required timeframe.

6. Business Customers: Changes and Voluntary Returns

Business customers do not receive a consumer right of withdrawal solely because an order was placed online or at a distance.

Voluntary cancellations, product changes or returns of conforming and non-defective business orders are handled in accordance with the applicable Terms and Conditions and any individual agreement between the parties, including any agreed costs.

The forms provided on this page do not create an additional B2B return right. Statutory or contractual rights relating to defects, delay, non-performance or other legal grounds remain unaffected.

7. Returns and Claims in Practice

When reporting a product issue, please provide your order or invoice reference, the affected product and a reasonably detailed description of the issue. Software versions, photographs or logs may help us investigate the case where they are reasonably available and relevant.

Alternative proof of purchase may also be reviewed. For a statutory withdrawal, you do not need to provide a defect description, photographs or technical evidence.

You may use our return form or contact us directly to coordinate return logistics. We will provide the appropriate shipping instructions and, where applicable, an RMA number.

An RMA number is an administrative and logistics tool and is not an authorization requirement for exercising statutory rights. Do not delay a legally time-sensitive withdrawal declaration while waiting for an RMA response.

Authorized Return Address in Germany

This German address is an authorized return and logistics facility for OpenELAB returns. The seller and contracting party for purchases covered by this policy is OpenELAB Technology Ltd., Room 1511, Fuchun Oriental Building, Futian District, Shenzhen, China .

The use of the German return facility does not change the identity of the seller or contracting party.

Please use the return address communicated for your specific return. For ordinary returns, prior RMA authorization is not a condition for exercising statutory rights, although contacting us before shipment helps ensure that the goods are routed to the correct facility.

For an agreed collection or specialized repair, please follow the shipping instructions provided for that case. The seller's business address in China is not automatically the correct physical return location for products, heavy equipment or batteries.

Pack products securely for transport. Sensitive electronics should be protected with appropriate ESD packaging where reasonably necessary. Accessories that form part of the return should also be included.

Original packaging is helpful but is not, by itself, a condition for exercising statutory consumer rights. Please retain proof of shipment.

Where we provide a return label or agree a specific shipping method, please use the provided method where reasonably possible. No blanket penalty fee is imposed merely because a different shipping method is used, although additional avoidable costs may be handled in accordance with applicable law or an individual agreement.

For heavy products, freight shipments, or damaged or potentially unsafe batteries, please contact us so that an appropriate collection or safe transportation method can be arranged. Damaged or unsafe batteries must not be sent through ordinary parcel services where transport regulations prohibit or restrict such shipment.

These safety and logistics arrangements do not shorten statutory deadlines or rights.

Where reasonably possible, back up your own data and remove personal credentials or access information before returning a device. If this is not possible because of the defect, please inform us.

This does not exclude or limit liability that cannot legally be excluded. Necessary service-related personal data is processed in accordance with our applicable Privacy Policy.

Paid inspections or repairs outside an existing statutory, contractual or warranty entitlement will only be carried out after we inform you of the scope of work and the applicable price or pricing basis and you authorize the service.

The same applies to agreed inspection or return shipping costs following rejection of a repair quotation. A fault that cannot initially be reproduced does not automatically result in a service fee.

8. Return Form and Contact

The return form may be used for product claims, return logistics and requests for voluntary returns.

To clearly exercise a statutory consumer withdrawal right, use the withdrawal form provided on this page or send another clear statement informing us of your decision to withdraw. Selecting a technical return reason alone does not determine your statutory rights.