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(2) How to Request Warranty (Return, Repair and Refund)

If your item has an issue, please first submit a ticket to our Support Center. Please carefully follow our warranty process to minimize any delays:

1. Please also state your full order number ***-*******-*******.

2. Describe the problem with your item in detail: What happened? When? How? 

For the sound or volume problem, please indicate it is in the aspect of music or in the aspect of call .
For the pairing problem, please indicate it is the problem between the left and the right earbud, or the problem between the earbud and the mobile phone (or device) .

3. For visible damage or defects,
-Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing replacement or refund authorization. Please send a clear photo or video showing the defect(s); these should be taken under good lighting, so we can identify and verify the issue(s). Attachment size must be under 10MB for the Support Center, please send larger attachments to: [email protected].

- After Occiam has confirmed the product is faulty, 
If you has activated lifetime warranty within 15days of the item being received, you don't need return the original item, we'll arrange refund or replacement according to your choice.
If didn't activate warranty within 15days of the item being received, we'll consider other solutions based on actual use and reasons caused defects.

- Sometimes we need your help to return the items for further research. Product returns must be via one of Occiam approved shipping methods; our Support Center can provide you with further details.
For example if the return shipping fee is10 USD, Occiam will refund the same amount of 10 USD to the customer. 

We will always do our very best to help you. Thank you in advance for providing all the information stated above:)