Please Read Our Return & Refund Policy Carefully:
RETURN:
We have a 60-day return policy, which means you have 60 days after receiving your item to request a return. We are committed to ensuring the quality of our products and providing excellent service. Please review the following return and refund guidelines:
Return Reason:
1. Returns Due to Quality Issues
If you receive a product that is damaged, non-functional, or has any quality-related issues, we offer free return or exchange services. Please contact our customer service team immediately with photos of the issue, and we will provide a suitable solution for you.
2. Non-Quality Related Returns
If you are not satisfied with your purchase for reasons unrelated to product quality, we support returns under the following conditions:
• You will be responsible for the return shipping cost.
• A 5% restocking fee will be deducted from your refund to cover package handling fees.
• The return must include all original items and accessories from the package.
Return Ways:
There are two ways to return the package:
① You can use the shipping label we provided and pay a shipping fee & processing fee, which will be deducted from your refund.
② You can use your shipping method and at your own cost, then the processing fee will be deducted from your refund.
*NOTES:
• Onevan may require pictures or video of defective/damaged items to issue the return or refund.
• Items returned must be in their original packaging or acceptable packaging, along with all accessories in the original shipment.
• In cases where you choose to provide the shipping, a tracking number must be provided to Onevan and confirmed delivered to our warehouse to complete the warranty transaction. Please note that it is at the company's discretion to decide if the item may be returned to Onevan.
• After receiving the return package, we will check the condition of the items. If there is no problem, we will refund you within 3 working days. The refund will be issued to your original payment account. If the product received is damaged or missing, we have the right to deduct part of the refund.
• Before returning any items, you must contact us to receive the correct return address or a return label. Returns sent without authorization to the original shipping address will not be accepted, and we are not responsible for unreceived packages.
Any unauthorized return may result in no refund being processed.
Cancel Order:
How can I cancel an order? And do I have to pay for it?
1. Order Cancellation before Shipment:
① If you need to cancel your order, you must cancel within 24 hours to receive a full refund, However, If the order is in processing, A cancellation fee may be charged.
② Contact us via service@onevantool.com to have your order canceled immediately.
③ Please provide the order details, including the order number, receiver's name and/or email address.
④ Your refund will be processed and a credit will automatically be applied to the original method of payment within 3 business days.
2. Order Cancellation after Shipment:
① If you cancel the order and the product has already shipped, we will attempt to have the carrier RTS (Return To Shipper) the product back to us. After the product has been returned to our warehouse, you will receive a full refund minus a flat shipment cancellation fee of $17.
② After receiving your returned item, the full refund minus a flat shipment cancellation fee will be credited back to your original payment within 3 business days.
*Please note that logistics interceptions may not be 100% successful.
Other Circums Tances We Offer Return & Refund:
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged so that we can evaluate the issue and make it right.
Wrong Product:
If you discover your order is flawed please contact us by Mail with photos of the wrong product: service@onevantool.com.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Customer Support 24/7
Mail: service@onevantool.com
WhatsApp: +86 19864649634
Important Notice:
1. Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address on the shipping label we provide even if you are using your own shipping.
2. Please make sure you don't include non-Onevan items by accident in your return package. We will not be responsible for sending back those items to you.