Return & Refund Policy

At obziy, customer satisfaction is our top priority. We strive to offer a fair, transparent, and hassle-free return and refund process. Please read our policy below carefully before making a purchase or initiating a return.

1. Order Cancellation

• Before Shipment: You may cancel your order at any time before it has been shipped by contacting our customer support team at support@obziy.com. A full refund will be issued to your original payment method.
• After Shipment: Once an order has been shipped, it cannot be canceled. If you no longer wish to keep the item, please follow our standard return process upon delivery.

2. 30-Day Return Eligibility & Conditions

We accept returns or exchanges within 30 calendar days from the date of delivery, subject to the following conditions based on product category:

A. Hardware & Equipment (DTF Printers, Ovens, Heat Press Machines)

• Unopened & Unused Condition: To be eligible for a return, machines must be in their original, unopened packaging, complete with all accessories, user manuals, power cords, and protective foam packaging.
• CRITICAL NOTE ON PRINTERS: If a DTF printer has been filled with ink, inked through the tubes, or used, it CANNOT be returned or exchanged under personal preference reasons. Once ink is introduced, the machine cannot be resold as new.

B. Consumables & Accessories

• Consumables (DTF Inks, Transfer Films, Powders, Cleaning Solutions) must be completely unopened, factory-sealed, and in resalable condition. Opened liquid or powder products are strictly non-returnable due to safety and quality control standards.

3. Return Shipping & Fees

A. Returns for Personal Reasons (Buyer's Remorse / Ordered by Mistake)

If you wish to return a product due to personal reasons (e.g., changed your mind, wrong model ordered, no longer needed):

• The buyer is responsible for all return shipping costs and must provide tracking information/proof of delivery.
• Original shipping charges and handling fees paid at checkout are non-refundable.
• A 10% to 15% restocking fee may be deducted from your final refund if the outer box is opened or inspected upon return.

B. Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

• Please report the issue to support@obziy.com within 7 calendar days of delivery, including order details, photo, and video evidence of the defect.
  
• If your request is made within 7 days of receipt, Obziy will cover the return shipping costs.
• If your request is made 7 or more days after receipt, the customer is responsible for return shipping costs.

Note: Issues arising from improper operation, human error, failure to follow maintenance guides, or third-party modifications are not covered under defective returns (please refer to our Warranty Policy for repairs).

4. Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded once purchased/delivered:

• Printers that have been filled with ink or used.
• Opened or unsealed consumables (DTF Ink, Film Rolls, TPU Powder, Cleaning Kits).
• Digital software products and activation keys (e.g., ZRIP Activation Codes).
• Service Plans (e.g., obziy Care Plans) once activated or beyond 30 days.
• Clearance items, refurbished items (unless defective upon arrival), or Gift Cards.

5. How to Initiate a Return

1. Contact Support: Email support@obziy.com within 30 days of receiving your order with your Order ID, reason for return, and clear photos/videos of the item and its packaging.
2. Receive RMA & Address: Once approved, our team will issue a Return Merchandise Authorization (RMA) number and the designated return warehouse address. (Do NOT send items back without prior approval, as unapproved returns will be rejected.)
3. Pack Safely: Pack the product securely in its original packaging. Ensure all accessories and original components are included.
4. Ship & Track: Send the package back using a traceable shipping carrier and share the tracking number with us.

US Return Warehouse Address:
13052 Jurupa Ave, Fontana, CA 92337, United States
(Note: For machine repairs or technical servicing, please contact support to receive regional technical center routing.)

6. Refund Processing Time

Once your returned package is received and inspected at our warehouse, we will notify you via email regarding the approval or rejection of your refund.

• If approved, refunds will be processed back to your original payment method within 3–7 business days.
• Estimated financial institution posting timeframes:
  • Credit / Debit Cards: 3–7 Business Days
  • PayPal Account / Credit: 2–5 Business Days
  • Klarna / Afterpay / BNPL: According to provider processing schedules.

7. Exchanges

The fastest way to ensure you get the product you want is to return the item you have (once approved) and place a new purchase separately for the desired item.

Contact Us

If you have any questions about our Return & Refund Policy, please feel free to reach out:

• Email: support@obziy.com
• WhatsApp Support: +86 18127089332
• Business Hours: Mon–Fri, 9:00 AM – 6:00 PM (GMT+8)