Return and Refund Policy

Your experience and satisfaction are our top priorities. We offer a 30-day return policy for all OHUP products under specific conditions.

If you wish to return the product(s) for a refund or exchange, please review the following guidelines：

REQUIREMENTS

1. To cancel an order, request a refund, or exchange a product, please contact us at support@ohupfitness.com for instructions and assistance. Processing your request may take some time, so we recommend contacting us as soon as possible to ensure timely approval.

2. You can cancel an order and request a refund or make changes to the order without any charges if your request is approved before delivery begins. In this case, you are eligible for a full refund. However, once the delivery process has started, cancellations are not possible.

3. All items can be returned for a refund or exchange within 30 days of receipt. However, as we provided free shipping initially, a return charge will be applied based on the status of the item(s) being returned. Additionally, for overweight or oversized items, an extra shipping fee will be incurred. If you request a refund, the return charge and any extra shipping fees will be deducted from the refunded amount. For exchanges, you will need to pay the return charge and any extra shipping fees, and return the item(s) to the designated address before we send the replacement item(s).

4. To initiate the return process, you will need to provide the following information via email:
(1) Your order number
(2) Photos of the item(s), if already unpacked, that clearly show their condition
(3) Photos of the original cartons with sealed labels, if the package is intact, to confirm the item(s) are unassembled, undamaged, resalable, and in the original packaging
(4) The number of pieces you wish to return
(5) A clear request for either a refund or an exchange
(6) For exchanges, the preferred color or size
(7) Reasons for the return (e.g., dislike the color, size doesn’t fit, item damaged during delivery, etc.)

5. We will estimate the refundable amount, the applicable return charge rate, and any extra shipping fees (if applicable). We will then grant return approval and provide the return address via email. The final refund amount and return charge rate will be determined based on the condition of the returned item(s) after we have received and inspected them. Please note that returns without prior approval will not be accepted.

THE RETURN ADDRESS

Please contact us first and provide your available phone number, address, and preferred pickup time.

*We do not accept returns without prior notice and approval. If you return the item(s) without our approval, we may refuse to accept the return, and you will be responsible for any shipping costs incurred as a result of our refusal.

EXCEPTIONS TO THE NO RETURN CHARGE

You may request a return or refund without paying a return charge if the item(s) you received meet the following criteria:

(1) Defective item(s) that are damaged, broken, or stained upon receipt.

(2) The size or color of the item(s) received is inconsistent with the order (not based on personal subjective feeling).

RETURNCHARGERATE AND EXTRA SHIPPING FEE

To ensure fast and convenient shipping, avoid unexpected costs, and responsibly handle returned items for recycling and replacements, we implement a return charge. Typically, the shipping fee is encompassed within this return charge. However, for oversized items, you will be accountable for any extra shipping fees incurred. The return charge rate will be assessed based on the condition of the order(s) and/or item(s). For specific cost details, please contact support@ohupfitness.com.

NON-RETURNABLE ITEMS

We regret to inform you that returns will not be accepted under the following circumstances:

(1) Requests for returns without sufficient required information (e.g., proof of purchase).
(2) Items received beyond the 30-day return period.
(3) Items marked as "Non-Returnable" on the sales page and clearance items.
(4) Assembled items.
(5) Minor cuts, scratches, or damage to items caused by improper unpacking, installation, cleaning, and other reasons not caused by the seller or delivery.
(6) Cracks in items caused by random placement.
(7) Discoloration and decay of wood due to abnormal use, such as long-term exposure to direct sunlight and water immersion.
(8) Damage caused by misuse, negligence, intentional behavior, or accidents.

REFUND

Please note that your total refund amount is subject to website discounts. The value of the coupon code will be deducted from the refund. Once the item(s) arrive back at the warehouse for inspection, the refund process will commence.

We can credit the refund back to your original payment method or return the amount via other payment platforms. Any associated return charge and extra shipping fee will be deducted from the refund amount.

For credit card refunds, we will initiate the refund process upon receiving the returning item(s) at our warehouse. The refund date depends on the bank processing cycle, typically taking 10 business days.

For all other refund methods, it may take up to 2 weeks for us to fully process your return and issue your refund.

To check the status of your refund, please visit the "Account-History Orders" page.

Processing Time

The following sections describe the processing time required for returns and refund.

For requests for return and refund, we typically respond within 3 business days upon receiving your request. The processing time is contingent upon when you provide sufficient required information. Approval will generally be granted within 3 business days once sufficient required information is provided.

For exchanges, processing time is usually within 2-3 business days upon receipt of the returned item(s), subject to stock availability.

For refunds, processing time is typically within 10 business days upon receipt of the returned item(s). However, the time it takes for you to receive the refund in your account depends on the payment method.