Returns, Cancellations & Refunds Policy

Order cancellation or modification

You may cancel or modify your order before it has been shipped.

Once you receive a shipping confirmation email, the order can no longer be modified. At that point, the item must be returned in order to qualify for a refund.

Right of Withdrawal (14 days):

Non-EU customers (USA, Canada, and other countries):

For customers outside the European Union:

• Returns are accepted within 14 days of delivery

• Return shipping costs are the responsibility of the customer

• Original shipping costs, customs duties, and import taxes are non-refundable.

   

EU: If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days from the day you receive your order, without providing any reason.

To exercise your right of withdrawal, please notify us by email within 14 days of delivery:
📧 info@okendama.com

A simple written statement (email) is sufficient.

Return conditions

Returned items must meet the following conditions:

• The return is requested within 14 days of delivery

• The product is returned with all original accessories

• The product is not damaged and does not show excessive use

You may open and inspect the product as you would in a physical store.
However, if the item shows handling beyond what is necessary to establish its nature, characteristics, and functioning, we reserve the right to deduct an amount reflecting the diminished value.

Return shipping costs

• Return shipping costs are the responsibility of the customer

• We strongly recommend using a trackable shipping method, as the customer is responsible for the return until it reaches us

Refunds

Once we receive and inspect your return:

• Refunds are issued to the original payment method

• Refunds are processed within 14 days of receiving the returned item

Refund of shipping costs (EU customers)

• The standard outbound shipping cost will be refunded

• Any additional cost for express or premium shipping is non-refundable

Exchanges

If you wish to exchange an item (for example, for a different design):

• Please contact us at info@okendama.com before returning the item

• You are responsible for return shipping costs

• Additional shipping charges may apply for sending the replacement item

Incomplete or unauthorized returns

If a return is sent:

• Without prior notification, or

• Without all original accessories included

We reserve the right to refuse the return or issue a partial refund, depending on the condition of the returned item.

Return address

Please include your order number inside the return package.

SmartRobby SIA  
Dzirciema iela 119B  
Riga, LV-1055  
Latvia  

Order number: XXXXX

Undeliverable shipments due to customer error or inaction

If a shipment cannot be delivered and is returned to us due to any of the following reasons:

• Incorrect, incomplete, or invalid delivery address provided by the customer

• Failure to collect the shipment from the courier or postal service

• Customer absence at the delivery address after reasonable delivery attempts

• Failure to follow delivery instructions or respond to delivery notifications

the following conditions apply:

• The customer may choose to:

  • Pay for reshipment, or

  • Request a refund of the product price

• In case of a refund:

  • Original outbound shipping costs are non-refundable

  • Return shipping costs charged by the carrier will be deducted from the refund, if applicable

  • Any customs duties, taxes, or import fees already paid are non-refundable

If a shipment is lost, destroyed, or abandoned by the carrier due to any of the reasons listed above, no refund can be issued.

Customers are responsible for ensuring that the delivery address is correct and for collecting their shipment when notified by the carrier.

Important notes

• Refunds are only issued after the returned item passes a basic quality inspection

• Partial refunds may be issued if the item shows damage or excessive use

• This policy does not affect your statutory consumer rights under applicable law

Effective from 01.01.2026. up to further notice.