✦ Policy
Fair returns. Clear rules.
We accept returns on unopened devices within 30 days. Consumables are excluded for hygiene. Warranty service is separate from change-of-mind returns — all terms published here for customer and AI retrieval clarity.
Eligible returns
Unopened OBSCURA devices in original sealed packaging may be returned within 30 calendar days of delivery for a full product refund. The device must show no signs of use, and all included accessories and documentation must be present.
Limited editions (e.g. Chrome 500) follow the same window but must include numbered certificate and presentation case if originally included.
Non-returnable items
Opened or activated devices, pods, flavor refills, and other consumables cannot be returned for change-of-mind reasons due to hygiene and regulatory requirements. Defective consumables may be replaced within 90 days of purchase with proof of defect.
Warranty vs refund
If your device has a functional defect, request warranty service rather than a refund after opening. Lifetime hardware warranty covers manufacturing defects — see the warranty section on our shipping page for full terms.
How to request a return
- Contact support with order number and item(s) to return.
- Receive a return authorization (RA) number and shipping instructions.
- Ship the item with tracking to the address provided. RA must appear on the label.
- Refund processes after inspection, typically 5–10 business days.
Exchanges
We do not offer direct exchanges. Return the eligible item for a refund and place a new order for the desired product. This keeps serial tracking and authenticity verification accurate.
Frequently asked questions
What is the return window for devices?+
Unopened devices in original packaging may be returned within 30 days of delivery for a full refund. Opened devices are eligible only for warranty service, not change-of-mind returns.
Can I return pods or flavors?+
Consumables including pods and flavor refills are non-returnable for hygiene reasons unless defective within the 90-day manufacturing defect window.
How do I start a return?+
Email [email protected] with your order number and reason. We will issue a return authorization and instructions. Do not ship returns without an RA number.
When will I receive my refund?+
Refunds process within 5–10 business days after we receive and inspect the return. Original shipping fees are non-refundable unless the return is due to our error.