Refund policy
We want to make sure you receive the correct products for your operation. Please review the following requirements before requesting a return, replacement, credit, or refund.
Return Authorization Required
All returns require prior authorization from OpStrata.
Do not ship products back to OpStrata until return instructions and authorization have been provided.
Stock Product Returns
Return requests for unused stock products must be submitted within 25 days of delivery.
To be considered for return, products must be:
- Unused
- In their original packaging
- In resalable condition
- Approved for return by OpStrata
A restocking fee of up to 15% may apply to approved returns made by customer choice.
Original and return shipping charges may affect the amount of the approved credit. Any applicable charges will be communicated before the return is authorized.
Custom and Special-Order Products
Custom labels, specially manufactured products, altered products, and other special-order items are generally not eligible for return or cancellation after production has begun.
Exceptions may be considered when the delivered product is defective or does not match the approved order specifications.
Pallet, large-volume, run-and-hold, or specially arranged orders may have additional terms communicated during the quoting or approval process.
Damaged Shipments
Contact OpStrata promptly if products arrive visibly damaged.
When possible, note visible damage with the carrier at the time of delivery. Damaged cases may be refused when the damage is identified during delivery.
Please provide:
- Your OpStrata order number
- The affected product and quantity
- Photos of the affected product
- Photos of the shipping box and box label
- A description of the damage
Keep the products and original packaging available while the issue is reviewed. Do not discard damaged products or packaging unless instructed to do so.
Short or Incorrect Shipments
Contact OpStrata promptly if your shipment is missing products or contains the wrong product.
Please provide:
- Your OpStrata order number
- The product and quantity expected
- The product and quantity received
- Photos of the products and box label, when applicable
OpStrata will review the shipment information and communicate the approved replacement, credit, or other resolution.
Replacements, Credits, and Refunds
Approved order issues may be resolved through:
- Replacement product
- Account or order credit
- Refund
- Another mutually approved resolution
The appropriate resolution depends on the circumstances of the order, the condition of the products, available carrier information, and OpStrata’s review of the issue.
Approved refunds will be issued to the original payment method. Processing time after issuance may vary by payment provider or financial institution.
How to Request Assistance
To request a return or report an order issue, contact OpStrata through our Contact or Product Assistance page.
Include your order number and as much supporting information as possible. Our team may request additional details or photographs before approving a return, replacement, credit, or refund.