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.
• All purchases may be returned for any reason within 60 days of the date of purchase upon receipt of a Return Merchandise Authorization (RMA) number issued from Onevan.
• All such RMA’s may receive a complete replacement unit, replacement parts, and full or partial refund at the sole discretion of Onevan.
• There are no additional cost or fees associated to an RMA, including restocking fees or processing fees. However, some cases (e.g.: Non-quality issues, Changed your mind or Unusable for your own reason) may be at the customer’s shipping expense and there will be an extra 5% processing fee (Which takes care of the repacking of your returned product) regarding your order amount for this RMA service.
There are two ways:
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.
• If an item is not delivered or arrives in a damaged or otherwise defective condition, please contact us within 7 days and request a claim.
• Onevan may require pictures or video of defective/damaged items to issue a full refund. Once your claim is processed and approved, please allow 3–5 business days for the request to be completed.
• If a replacement unit or replacement parts are requested, please be aware that the fulfillment time frame is based on product availability and alternatives may be offered.
• Items returned must be in their original packaging or acceptable packaging, along with all accessories in the original shipment.
• All instances of returns from damaged or defective products are shipped back to Onevan at Onevan’s expense. All other returns are shipped back to Onevan at the customer’s expense.
• 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.
• Please allow 2–3 business days for the refund to be issued once the item has been returned, or we have stated your pictures are counting as your return.
REFUND:
Refunds will be processed within 7-15 business days after we receive your package. The refund will be issued to the original payment account.
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.
Which Circums Tances We Offer Return & Refund:
Wrong Product:
If you discover your order is flawed please contact us Mail: service@onevantool.com. With photos of the wrong product, we will provide a return shipping label. Once it is tracking we will ship a replacement product immediately.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
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.
Return Address:
Ludwig-Erhard-Str. 2, Bremen 28197 DE
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.