Returns & Refunds

You have thirty days from the day your order is delivered to return it for a full refund. You do not have to give a reason, and asking will not get you a sales pitch — we would rather you kept a box you actually want.

The window is counted from delivery, not from purchase, so a slow parcel never eats into your time with the product.

1. 1Email support@osmx1.com with your order number and say you would like to return the order.
2. 2We reply with a returns reference, usually within a few hours on a business day.
3. 3Pack the box back into its retail packaging with the remote, cables and adapter.
4. 4Use the prepaid label from the box, or the replacement PDF we send you, and drop the parcel at any carrier point.
5. 5Watch for the confirmation email when the parcel is scanned into our returns centre.

There is no returns portal to log into and no form with twelve required fields. One email is enough.

We expect the box to come back complete and in a condition that lets us refurbish it. That means all the accessories, and the product itself free of physical damage.

Fine

Opened packaging, a box that has been set up and used, fingerprints, a peeled protective film.

Fine

Missing outer shipping carton — the retail box is what matters.

Not fine

Cracked housing, liquid damage, a bent HDMI port, or a missing remote or power adapter.

Not fine

A unit still signed into your Google account. Factory reset it first.

If something is missing we will contact you before doing anything else. We deduct the replacement cost of the missing part rather than refusing the return outright.

• We inspect returns within two business days of arrival.
• The refund is issued to the original payment method on the same day it passes inspection.
• Cards typically show the money within three to five business days; PayPal is usually same-day; bank transfers can take up to ten.
• Original shipping was free, so there is nothing to deduct — you get the full amount you paid.

Bought the Lite and wish you had the Pro, or the other way round? Say so when you start the return and we will treat it as an exchange rather than a refund.

1. 1We ship the replacement tier as soon as your return is scanned by the carrier, so you are not without a box for long.
2. 2If the new tier costs more, we send a payment link for the difference. If it costs less, we refund the difference.
3. 3The thirty day window restarts on the replacement.

If the box arrived broken or stopped working, that is a warranty matter, not a return — and the process is faster. We do not count warranty replacements against the thirty day window, and a fault found on day 400 is handled the same way as one found on day 4.

Read the warranty page for what is covered and how a claim runs.