Returns & Refunds Policy

1. Scope of Application

This policy applies to all products sold on the official Usay website. We only sell products to end consumers.

Returns and refunds are only available for items purchased directly through official Usay channels. Products purchased from third-party distributors, other online stores, agents, or offline retailers are subject to their respective after-sales policies. We do not provide after-sales support for products obtained through non-official channels.

Friendly reminder: Usay ring sizes differ slightly from standard US ring sizes, and half sizes are not available. Every order placed on our official website includes a free custom sizing kit to ensure a proper fit and accurate device readings. If you already have a valid Usay sizing kit and have confirmed your size, you may select the corresponding size directly at checkout.

2. Return Rules

2.1 Basic Return Requirements

We do not accept returns without valid reasons within 14 days of delivery. Return and refund requests are only accepted within 14 calendar days of delivery for the following valid reasons:

• The product has manufacturing defects or physical damage upon arrival.
• The delivered item is a different color from your order.
• The actual product is materially inconsistent with the product description on our website.

Returned smart rings must be in original, brand-new condition, unopened, and unused. If you request a return due to defects or discrepancies, you must provide clear photo evidence.

Please email cs@myusay.com to submit a return request within 14 calendar days of receiving your order. Once approved, you must ship the item back within another 14 calendar days. Please return all original packaging, accessories, and documents. No items may be missing.

2.2 Shipping & Fee Settlement

• Personal Reasons: For returns due to personal reasons, the buyer is responsible for all shipping costs, including both delivery and return shipping. Shipping fees, handling fees, and taxes paid at the time of purchase are non-refundable.
• Our Error: If the return is due to our error (including damaged products, wrong color, or incorrect item), please provide photo evidence when submitting your request. We will cover all return shipping costs and fully refund all shipping fees and taxes paid.

2.3 Special Return Cases

• If the original packaging is not available, please use sturdy packaging to fully protect the ring. Our warehouse will conduct a full inspection upon receipt. If dents, stains, wear, or missing parts are found, we reserve the right to assess depreciation costs and deduct them from the refund.
• Return requests without a valid order number will not be processed. You can find your order number in your account or confirmation email. If the item was a gift, the order email belongs to the purchaser. If you cannot locate your order number, please contact support with your order email, ring model, and size for verification.
• Do not return items without prior approval. Please wait for official confirmation and the designated return label before shipping. Unauthorized returns will not be eligible for refunds.

3. Exchange Rules for Size & Color

If the product is intact, unopened, and unused, and you only need to change the size or color, please submit a return request first. Return the original item and place a new order for your preferred option.

All return conditions above also apply to exchanges. The buyer is responsible for return shipping fees, original shipping fees, and taxes for personal exchange requests. If the exchange is due to our error or product defects, we will cover all shipping costs. Photo evidence must be provided in advance.

4. Solution for Damaged Items Upon Delivery

Damage caused during transportation is rare. Please follow these steps:

• For undelivered packages: Report the damage to the courier immediately and follow their claim process.
• For delivered packages: Take clear photos of the damage and contact your local courier branch to file a claim according to their policy.

At the same time, contact our support team with your order number, description, and photos of the damage. We will assist in following up with the courier. Once compensation is received from the courier, the full amount will be refunded.

5. Order Cancellation Rules

You may email cs@myusay.com to cancel your order for a full refund before the order is packed and shipped. We will begin processing your refund immediately after receiving your cancellation request.

6. Refund Terms

6.1 Full Refund

A full refund will be issued if your return request is approved and all products, accessories, and gifts are returned in full.

6.2 Partial Deduction Refund Cases

• If the warehouse finds dents, stains, wear, or missing accessories on the returned item and these issues were not reported with evidence during your return request, we will assess depreciation and deduct the corresponding amount from your refund.
• If bundled items or free gifts are not returned, their value will be deducted from the refund accordingly.

6.3 Refund Timeline & Payment Restrictions

Refunds will be initiated once the returned package is received at our warehouse. Funds will be returned to the original payment method within a maximum of 30 calendar days. The timeline starts from the earlier of: warehouse receipt or receipt of return tracking proof.

Note: We do not support credit card authorization release or changing the refund destination account. Refunds are processed only via the original payment method.

If you do not receive your refund within one week after confirmation, please contact your bank first. If the issue persists, email cs@myusay.com.

7. Warranty Policy

7.1 Warranty Period

• Non-EEA Customers: 12-month limited warranty for customers outside the European Economic Area (EEA).
• EEA Customers: 24-month warranty for customers within the European Economic Area (EEA), in accordance with local regulations.

The warranty is transferable. A valid proof of purchase is required for all claims, and support is handled only through official Usay channels. For manufacturing defects, we provide one of the following: free repair, replacement, or refund.

7.2 Warranty Coverage

We cover manufacturing defects including sensor failure, abnormal Bluetooth connectivity, charging issues, abnormal battery drain, structural cracks, and other inherent quality defects.

7.3 Warranty Exclusions

• Damage caused by improper use, misuse, unauthorized modification, or disassembly.
• Damage caused by failure to follow product care instructions.
• Normal wear and tear, including scratches and cosmetic damage.
• The battery is a consumable component; natural aging and capacity degradation are not covered.
• Damage caused by external force such as drops, water immersion, or compression.
• Loss or theft of the ring is not covered.

8. Package Marked Delivered but Not Received

Please check with neighbors or family members to confirm whether the package was received on your behalf, then contact the courier using your tracking number to verify delivery details.

Please collect relevant photos and communication records and send them to our support team. We will assist in following up with the courier.

9. Customer Support Contact

For all after-sales inquiries, please contact us directly:

cs@myusay.com

We will respond within 2 business days. For minor issues, we recommend checking our troubleshooting guide first for faster resolution.