Return, Refund & Warranty Policy

📦 60-Day Satisfaction Guarantee

We want you to love your Ocemida product. If you are not fully satisfied with an eligible product, you may request a return within 60 days of delivery.

Eligible Products

• Hydrogen water generators (Nexis, Omni):
  Contact support@ocemida.com within 60 days of delivery to request a return.

• Accessories and consumables: Some items have a 30-day return window and must be returned unused and in their original packaging. See the individual product page for applicable restrictions.

This policy applies to eligible orders shipped within the USA and Canada, including eligible orders placed through Amazon where Ocemida is the seller of record.

The 60-day satisfaction guarantee is limited to one claim per customer per 12-month period and cannot be combined with a warranty claim for the same device. It does not apply to products purchased from unauthorized resellers.

The 60-day satisfaction guarantee is a voluntary return program and does not limit any rights or remedies that may apply under applicable consumer protection or warranty laws.

🔄 Satisfaction Returns for Used Products

We understand that you may need to use an Ocemida product to determine whether it is right for you. Eligible hydrogen water generators may therefore be returned within the 60-day satisfaction period even if they have been used.

Because used products cannot be resold as new, satisfaction returns are subject to the following conditions:

• The product must be returned to Ocemida.

• The customer is responsible for the cost of return shipping unless otherwise required by applicable law.

• The product must be returned with all required components and accessories.

• The product may be inspected, sanitized and tested after return.

• A 10% return processing fee will be deducted from the refund for eligible satisfaction returns. This fee helps cover payment processing, inspection, sanitization, refurbishment/recycling and the loss of resale value associated with a used product.

• The 10% return processing fee does not apply to approved warranty claims for defects covered by the applicable warranty.

• A refund will be issued after the returned product has been received and inspected.

🚫 Items That Cannot Be Returned

To protect product integrity and hygiene, the following items are non-returnable once opened or used, except where otherwise required by applicable law:

• Water filters, reagent drops, nasal cannulas, cleaning agents or test strips

• Gift cards

• Products marked "Final Sale"

• Products specifically identified on the product page as non-returnable

• Opened replacement bottles or accessories

Products discounted by 20% or more may be designated as Final Sale where this restriction is clearly disclosed before purchase.

💰 Refunds & Processing

For an approved 60-day satisfaction return:

• The refund will be based on the amount actually paid for the returned product.

• A 10% return processing fee will be deducted from eligible satisfaction-return refunds.

• If the order was advertised with free shipping, no separate original shipping charge will be deducted from the refund.

• Return shipping costs are the customer's responsibility for voluntary satisfaction returns, unless otherwise required by applicable law.

• Any original shipping charge that was separately paid by the customer may be non-refundable unless applicable law requires otherwise.

• Taxes will be refunded or handled as required by applicable law.

• Refunds are issued to the original payment method unless store credit is requested and permitted.

• Refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

• No additional restocking fee is charged beyond the 10% return processing fee for eligible satisfaction returns.

The 10% return processing fee does not apply to approved warranty claims for defects covered by the applicable warranty.

If 15 business days pass after your refund has been approved and you have not received your funds, please contact support@ocemida.com.

🧴 How to Return a Product

For 60-Day Satisfaction Returns

Contact support@ocemida.com within 60 days of delivery.

Our support team will provide return instructions and, where applicable, a return authorization.

Before shipping your product:

1. Disinfect the device using white vinegar or Ocemida cleaning solution as instructed by our support team.

2. Secure the membrane protection plug. Returns without the required protection plug may not be accepted.

3. Wipe the unit dry.

4. Include the required components and accessories.

5. Package the product securely, preferably using the original packaging.

6. Use a trackable shipping method and retain proof of shipment.

The customer is responsible for the product until it is delivered to Ocemida.

For Warranty Claims

Warranty claims are handled separately from satisfaction returns. If your product has a covered defect, contact support@ocemida.com before returning the product.

Approved warranty claims are not subject to the 10% satisfaction-return processing fee.

🔁 Warranty Coverage

Our products are built to last, and your purchase is protected by a minimum 1-year warranty, subject to the applicable product-specific warranty terms.

Product Type	Coverage
Most products	1 Year Warranty
Select models	Lifetime Warranty (see product or warranty page)
Batteries and electronics	1 Year Warranty

What's Covered

Depending on the applicable product warranty, coverage may include:

• Charging or battery failure within the applicable coverage period

• Leaking or component separation

• Other manufacturing defects covered by the applicable warranty

Warranty coverage does not apply to normal wear and tear, accidental damage, misuse, unauthorized modification or other exclusions specified in the applicable warranty.

Important Warranty Information

Where product registration is required for a particular warranty program, follow the registration requirements stated on the applicable product or warranty page.

Nothing in this policy limits any mandatory warranty or consumer rights provided by applicable law.

See our Lifetime Warranty page for complete warranty terms.

🛠️ Warranty Process

1. Contact support@ocemida.com and describe the issue.

2. Our support team may request photos, videos or other information to help diagnose the problem.

3. If a return is required, we will provide return instructions and, where applicable, a warranty return label.

4. Once received, we will inspect the product and determine whether the issue is covered.

5. Approved warranty claims will be repaired or replaced according to the applicable warranty terms.

🔋 Battery Longevity Commitment

At Ocemida, we believe a lifetime warranty should be backed by a lifetime of practical support. While our high-performance lithium-ion cells are engineered for hundreds of cycles, batteries are consumable components and may eventually require replacement.

For eligible Queen or Omni series devices, we offer the following options:

1. Right-to-Repair DIY Option

After the applicable battery warranty period, customers may purchase an official Ocemida replacement battery kit for $39.00.

Our units are designed to be opened using standard screws, allowing customers who are comfortable with basic tools to replace the battery without soldering or proprietary adhesives.

A video tutorial is available upon request.

2. Express Service Credit

If a battery fails during the applicable warranty period and Ocemida approves a DIY battery replacement:

• Ocemida will provide the replacement battery at no charge.

• After confirmation of the repair, Ocemida will provide a $25 store credit, subject to the applicable warranty terms.

3. Full-Service Repair

Customers who prefer professional service may return their device to our service center when repair service is available.

Our technicians may perform diagnostics, replace the battery and test the device before returning it to the customer.

1️⃣ Ocemida Products Sold on Amazon

• Extended Return Window: Amazon's standard return policies may provide a shorter return period. Ocemida extends its satisfaction guarantee to 60 days for eligible products where Ocemida is the seller of record. Contact support@ocemida.com to initiate an eligible satisfaction return.

• Warranty Coverage: Products purchased through Amazon where Ocemida is the seller of record are covered under the applicable Ocemida warranty. Products purchased from unauthorized third-party sellers are not eligible for Ocemida's voluntary warranty programs.

Amazon's own return, refund and fulfillment policies may also apply to orders processed through Amazon.

🚫 Customs or Delivery Refusals

If you refuse delivery because of customs duties, taxes or other charges, any refund will be subject to the applicable shipping, customs and other costs that Ocemida has actually incurred, to the extent permitted by applicable law.

Unclaimed or refused shipments may result in deductions for actual shipping and related costs.

🛑 Exclusions

Our voluntary satisfaction guarantee and warranty programs do not cover, except where otherwise required by applicable law:

• Incorrect or incomplete shipping addresses provided by the customer

• Carrier or customs delays

• Packages lost after confirmed delivery

• Damage caused by misuse, abuse, accidents or unauthorized modifications

• Normal wear and tear

• Products purchased from unauthorized resellers

• Products designated as final sale or otherwise excluded from the satisfaction guarantee

These exclusions do not limit any rights or remedies that cannot legally be excluded under applicable law.

📦 Returning High-Value Items

For returns valued over $100 USD, we recommend using a trackable and insured shipping service.

Ocemida cannot be responsible for products lost in transit before delivery to our return facility.

💬 Need Help?

We're here to help.

Contact support@ocemida.com with your order number and the reason for your return or warranty request.

Our support team typically replies within a few hours.