Return & Refund Policy

At Optrel Inc., we stand behind the quality of our Swiss-engineered welding helmets, respiratory protection, and safety accessories. If you are not completely satisfied with your purchase, this policy explains how to return or exchange items purchased directly from optrel.us.

This policy applies only to products purchased directly from optrel.us and shipped to addresses within the continental United States. For products purchased through an authorized dealer or distributor, please contact the original point of purchase.

Effective Date: July 8, 2026

30-Day Return Window

You may return new, unopened, unused items within 30 days of the delivery date for a refund or exchange. To be eligible for a return, items must be:

• In new, unopened, unused, and resalable condition
• In the original manufacturer packaging with all tags, manuals, and accessories included
• Accompanied by the original proof of purchase or order number
• Free of any signs of use, wear, modification, or damage

Returns received after 30 days from delivery will not be accepted.

How to Start a Return

1. Contact our customer service team at [email protected] to request a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number cannot be processed.
2. In your request, please include your order number, the item(s) you wish to return, and the reason for the return.
3. Once approved, you will receive an RMA number and return shipping instructions.
4. Securely package the item(s) in the original packaging and clearly write the RMA number on the outside of the shipping box.
5. Ship the return to the address provided with your RMA. We recommend using a trackable, insured shipping method — optrel is not responsible for returns lost or damaged in transit.

Return Shipping Costs

• Non-defective returns (change of mind, incorrect order, no longer needed): The customer is responsible for return shipping costs. Original shipping charges are non-refundable.
• Defective, damaged, or incorrect items shipped by optrel: Optrel will provide a prepaid UPS return shipping label at no cost to you.

Refunds

Once your return is received and inspected (typically within 5–7 business days of arrival at our warehouse), we will notify you of approval or rejection. Approved refunds will be issued to the original payment method within 5–10 business days of approval. Depending on your bank or card issuer, it may take an additional billing cycle for the credit to appear on your statement.

Original shipping charges are non-refundable except in cases where the return is due to optrel’s error (defective product, wrong item shipped, or shipping damage).

Exchanges

If you need a different size, model, or color, the fastest way to receive it is to request a return for refund and place a new order for the desired item. If you prefer a direct exchange, please note this in your RMA request and our team will coordinate accordingly, subject to product availability.

Non-Returnable Items

The following items cannot be returned:

• Products that have been used, worn, modified, altered, or damaged after delivery
• Products missing original packaging, manuals, or accessories
• Products purchased more than 30 days ago
• Custom-configured or built-to-order products (e.g., custom PAPR configurations), unless defective
• Replacement parts, filters, and consumables that have been opened or installed
• Clearance, closeout, or final-sale items (clearly marked at time of purchase)

Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact us at [email protected] within 72 hours of delivery. Include your order number, a description of the issue, and clear photos of the product and packaging. We will arrange a replacement, refund, or prepaid return at our expense.

Warranty vs. Return

This return policy is separate from optrel’s product warranty. Defects discovered after the 30-day return window may still be covered under optrel’s manufacturer’s warranty. Most optrel helmets carry a 3-year manufacturer’s warranty from the date of purchase, covering defects in materials and workmanship; batteries and rechargeable battery packs are excluded from this coverage. For certain models, you may be eligible for an additional free year of warranty by registering your product on the optrel website. To start a claim, submit the Warranty / Repair Request form.

Order Cancellations

Orders may be cancelled for a full refund if they have not yet been processed for shipping. Please contact us at [email protected] as soon as possible. Once an order has shipped, it must be handled through the standard return process.

Questions?

Contact our customer service team:
Email: [email protected]
Phone: 401-398-7240
Hours: Monday–Friday, 8:00 AM – 5:00 PM ET