At Optenra, we want you to feel confident in your purchase. This policy applies to orders delivered to the 48 contiguous U.S. states and Washington, D.C.
π 30-Day Return Window & Item Condition
You may request a return or exchange within 30 days of receiving your order. We accept returns of both defective and non-defective products and accept exchanges.
New and lightly used items, including items that have been opened or gently tested, may be returned if they remain in their original condition. Please include all accessories, components, manuals, protective caps, cables, and original packaging.
Items damaged through misuse, missing components, or returned in significantly altered condition may not qualify for a full refund.
π¦ Damaged in Transit
If your order arrives damaged, please contact us within 48 hours of delivery and include your order number and clear photos of the outer packaging and damaged product.
We will review the issue and provide an appropriate resolution, which may include a replacement or refund.
π οΈ Defective Products & Warranty
If you discover a product defect after delivery, please contact our support team with your order number, microscope model, a description of the issue, and photos or video if relevant.
Eligible microscope manufacturing defects may also be covered under our 1-Year Limited Warranty.
π Return Method, Shipping & Fees
Returns are accepted by mail. Contact us before sending an item back so we can provide the correct return address and instructions.
For a non-defective return, you are responsible for obtaining a return shipping label and paying the return postage. A return label is not included in the package.
If you received a defective, shipping-damaged, or incorrect item, Optenra will provide appropriate return or replacement instructions and cover eligible return shipping costs.
We do not charge a restocking fee for approved returns.
π Exchanges
If you would like to exchange your product for another model, please contact us before sending it back. Any price difference between the original and replacement product may need to be paid or refunded, as applicable.
π³ Refunds
After we receive and inspect your return, we will let you know whether your refund is approved. If approved, the refund will be returned to your original payment method within 7 days of approval.
If you have not received your refund after 7 days, please contact support@optenra.store.
βοΈ How to Request a Return or Exchange
Email support@optenra.store within 30 days of delivery. Include your order number, the product you wish to return or exchange, and the reason for your request. If the product is damaged or defective, include photos or video when possible.
Our support team will review your request and respond with return instructions within 1β2 business days. Please wait for those instructions before mailing the item. Returns sent without prior authorization may experience processing delays.