RETURNS & EXCHANGES
For questions about a return or exchange, contact our Customer Service team at 1-800-322-3348 or oberon-service@surewerx.com.
Return Eligibility
Returns are accepted within 60 days of purchase date for orders shipped within the United States. To be eligible, products must be in new, clean, saleable condition and in original packaging. Custom made-to-order (MTO) and personalized items are not eligible for return or exchange. A 25% restocking fee applies to all eligible returns.
For full purchasing terms, see our End User Terms or Distributor Terms depending on how you purchase from us.
Damaged or Incorrect Orders
If you receive a damaged item or there is a discrepancy in your order, you must notify Oberon within 14 days of delivery to be eligible for an exchange or refund. In these cases, Oberon will cover return shipping costs. Please refer to our End User Terms for full details on damaged goods claims.
How to Return an Item
To initiate a return, contact Customer Service to request a Returned Goods Authorization (RGA) form. Complete the form and return it by email to oberon-returns@surewerx.com. An RGA number will be issued upon approval. Products returned without an RGA number will not be accepted.
Once you have your RGA number, ship the product freight prepaid to:
Oberon Company
375 Faunce Corner Rd, Unit E
North Dartmouth, MA 02747
Your RGA number must be clearly marked on the outside of every package. Customers are responsible for return shipping costs except where the item was damaged or incorrectly shipped.
Refunds
Approved returns are refunded to the original payment method within 5 business days of receiving the returned item. You will be notified by Customer Service once your return has been processed.
Exchanges
Customers requesting an exchange are responsible for both the return freight and the freight for the replacement shipment, except where the item was damaged or incorrectly shipped. Exchanges are subject to the 25% restocking fee. Distributor customers should refer to the Distributor Terms for exchange procedures.
Unauthorized Returns
Merchandise returned without an RGA number will be held for 30 days and then discarded unless you contact Oberon to arrange return shipping at your expense.
Additional Policies
For our full site terms and conditions, please visit our Terms & Conditions page.