Refund policy
1. Overview
At DytSpectrumOwl ("DSO", "we", "us", or "our"), operated by Shenzhen Dianyang Technology Co., Ltd., we are dedicated to designing and delivering high-precision thermal imaging instruments and diagnostic tools. We want you to feel confident in your purchase and have the opportunity to evaluate our equipment in your professional environment.
This Return & Refund Policy outlines the terms, conditions, and procedures for returning products purchased directly through our official online store at dytspectrumowl.com.
2. 30-Day Return Window
You may request a return for eligible products within thirty (30) calendar days from the date the shipment is delivered to your designated delivery address, as confirmed by the carrier's tracking record.
Return requests submitted after the expiration of this 30-day period are not eligible for standard return or refund under this policy, but qualifying hardware defects may continue to be covered under our Limited Warranty Policy.
3. Opened and Tested Products
We understand that professional diagnostic tools must be inspected and evaluated to confirm they meet your technical expectations.
Under DSO's 30-Day Return Policy, you may open the product packaging and conduct reasonable, non-destructive functional inspection and testing in your industrial, laboratory, or professional facility.
Unlike conventional retailers that enforce strict "unopened only" or "factory-sealed only" restrictions, DSO permits standard evaluation of device performance, user interface, and measurement functionality.
4. Return Eligibility Criteria
To qualify for a standard return and full refund under this policy, returned items must satisfy the following conditions:
- Proof of Purchase: The product must have been purchased directly from dytspectrumowl.com, verified by your official order number.
- Timely Request: The return must be initiated within the 30-day window following delivery.
- Substantially Complete Condition: The item must be returned with all original equipment, including the main camera unit, optical covers, cables, power adapters, removable batteries, brackets, carrying case, software media (if supplied), calibration certificates, and user documentation.
- Non-Destructive Condition: The product must be free from physical abuse, structural cracks, lens scratches, liquid contamination, or unauthorized disassembly.
5. Return Merchandise Authorization (RMA) Process
To ensure accurate tracking, inspection, and timely refund processing, all returns should follow our standard Return Merchandise Authorization (RMA) workflow:
- Initiate Request: Contact our Customer Service team at info@dytspectrumowl.com with your official order number, the product model, serial number, and reason for return.
- RMA Issuance: Our team will review your request and provide an RMA number along with detailed return packaging instructions and the designated return service facility address.
- Secure Dispatch: Securely package the product in its original protective case and sturdy outer carton, and dispatch the package within seven (7) calendar days of receiving your RMA instructions.
- Provide Tracking: Email the carrier tracking number to info@dytspectrumowl.com once shipped.
Important Notice on Unauthorized Returns: Customers should obtain an RMA before returning a product. Returns sent without prior authorization may experience processing delays or may be returned to the sender where permitted by applicable law.
6. Return Condition & Inspection
Upon receipt at our designated facility, all returned items undergo a standard technical and cosmetic inspection by our quality control engineering team to verify:
- Product authenticity and serial number matching;
- Completeness of all supplied accessories, components, and packaging;
- Absence of physical damage, water intrusion, or unauthorized internal modification;
- Normal functional operation.
7. Items With Missing Parts or Excessive Damage
If a returned item is received in a condition showing damage beyond reasonable non-destructive testing, missing components, or abnormal wear, DSO reserves the right (to the extent permitted by applicable law) to handle the return as follows:
- Missing Components: If minor accessories (e.g., standard USB cables or chargers) are missing, we may deduct the direct replacement value of the missing component from the final refund amount.
- Material Diminished Value: If the device exhibits severe cosmetic scratches, structural damage, or customer-induced faults that materially reduce its resale or refurbishment value, DSO may deduct an amount corresponding to the diminished value from the refund.
- Ineligible Returns: If a product has suffered catastrophic damage, unauthorized modification, or is determined not to be an authentic DSO device, the return will be rejected and the item will be made available for return to the customer at the customer's expense.
8. Return Shipping Costs
- Customer-Remorse / Discretionary Returns: For returns initiated due to preference, change of mind, or non-defective reasons, the customer is responsible for arranging and paying all return shipping, freight insurance, and export/import handling fees to the designated DSO return facility.
- Verified Hardware Defects / Warranty Returns: Products returned due to manufacturing defects confirmed under our Warranty Policy are handled in accordance with our Limited Warranty Policy.
- Shipping Recommendations: We strongly recommend using a reputable international carrier with end-to-end tracking and purchasing adequate shipment insurance. DSO is not responsible for products lost or damaged in transit during return shipping.
9. Restocking Fees
- Standard Returns: DSO charges no standard fixed restocking fee ($0.00 Restocking Fee) on products returned in eligible, complete, and good condition within the 30-day return window.
- We do not apply arbitrary percentage deduction penalties (such as 10% or 15% fees) on standard eligible returns.
10. Refund Processing & Timelines
- Inspection Completion: Technical inspection is typically completed within three to five (3–5) business days after the returned package is delivered to our facility.
- Refund Authorization: Once approved, our billing team will process the refund to your original method of payment (e.g., PayPal, credit card, or debit card).
- Banking Clearance: Most financial institutions and credit card providers process and credit funds within five to ten (5–10) business days. Please note that exact posting times depend on your card issuer or banking institution.
- Non-Refundable Charges: Original express shipping charges, expedited delivery surcharges, and destination import tariffs or duties paid directly to customs authorities are non-refundable by DSO.
11. Exchanges
If you wish to exchange an item for a different DSO model or optical configuration, please initiate a standard return for your original purchase and place a new order for the desired product on dytspectrumowl.com. This ensures the fastest processing and order dispatch.
12. Order Cancellations
- Pre-Dispatch Requests: If you need to cancel an order, please contact info@dytspectrumowl.com as soon as possible. We will make every reasonable effort to accommodate your cancellation request prior to shipment.
- Fulfillment Limitations: Order cancellation cannot be guaranteed once the order has entered final warehouse allocation, optical calibration, protective packing, or carrier dispatch handoff.
- Post-Dispatch Orders: If an order has already shipped or been collected by the carrier, it cannot be cancelled or intercepted in transit. Upon delivery, you may initiate a standard return in accordance with this policy.
13. Damaged or Incorrect Shipments
- Transit Damage: If your package arrives with visible structural damage to the outer shipping carton or contents, please document the condition with clear photographs and contact us at info@dytspectrumowl.com within forty-eight (48) hours of receipt.
- Incorrect Items: If you receive a product model or accessory configuration different from what you ordered, notify our team immediately. DSO will promptly arrange the correct replacement at our expense.
14. Non-Returnable Items
To the extent permitted by applicable law, the following categories are not eligible for standard return or refund:
- Digital software licenses, firmware keys, or downloadable data packages once delivered;
- Custom-engineered fixtures, specialized OEM cable assemblies, or customized optics produced to bespoke client specifications;
- Products purchased through unauthorized third-party marketplaces, liquidation sales, or second-hand platforms.
15. Statutory Consumer Rights
This Return & Refund Policy provides you with specific commercial benefits. Nothing in this policy is intended to exclude, restrict, or modify any statutory consumer guarantees, rights, or remedies that cannot be lawfully excluded under applicable national or regional consumer protection laws.
16. Contact Information
For return requests, RMA issuance, or refund inquiries, please contact our official Customer Service team:
- Official Email: info@dytspectrumowl.com
- Operating Hours: Monday – Friday, 9:00 AM – 6:00 PM China Standard Time (UTC+8)
- Company Entity: Shenzhen Dianyang Technology Co., Ltd.
- Physical Address: Rm 201, Bldg 1, No. 2 Liuxian 3rd Road, Bao'an District, Shenzhen, Guangdong, China