Oonyi Customer Service Policy: Your Satisfaction, Our Priority

At Oonyi, we believe that exceptional service is just as important as the quality of our ovens. This Customer Service Policy outlines our commitments to you—from the moment you reach out with a question to after you’ve brought your Oonyi oven home—ensuring a smooth, supported experience every step of the way. We’re here to help you make the most of your baking journey, and your trust in us drives everything we do.

1. Service Commitment: Transparent, Timely, and Personalized

Our core service values guide every interaction with our customers:

  • Transparency: We provide clear, honest information about our products, warranties, shipping, and return processes—no hidden fees or vague terms.
  • Timeliness: We understand your time matters. We prioritize fast responses to your inquiries and efficient resolution of any issues.
  • Personalization: Every customer’s needs are unique. Our team takes the time to listen, understand your concerns, and offer solutions tailored to you.

2. How to Reach Us: Multiple Channels for Your Convenience

We offer easy ways to connect with our customer service team, so you can choose what works best for you:

  • Email Support (Primary Channel): For detailed questions, troubleshooting, or service requests, email us at [email protected]. We commit to responding to all emails within 24 business hours (Monday–Friday, 9:00 AM–6:00 PM local time). For urgent matters (e.g., damaged products upon delivery), mark your email subject with “URGENT” to ensure priority handling.
  • FAQs Section: Visit our website’s FAQs page first for quick answers to common questions—including setup guides, maintenance tips, and warranty details. We update this section regularly based on customer feedback.
  • Follow-Up Support: After resolving your issue, we may send a short follow-up email to confirm your satisfaction. Your feedback helps us improve our service for you and future customers.

3. Product Support: Help with Setup, Use, and Troubleshooting

Whether you’re a first-time user or need help with an existing oven, we’re here to support you:

  • Setup Assistance: If you have questions about unboxing, assembling, or installing your Oonyi oven (countertop or full-size models), our team can provide step-by-step guidance via email—including links to video tutorials when available.
  • Usage Guidance: Need tips on using specific features (e.g., convection mode, temperature calibration) or troubleshooting common issues (e.g., uneven heating, display errors)? Our specialists have deep knowledge of Oonyi products and can walk you through solutions.
  • Maintenance Tips: To help your oven last longer, we share personalized maintenance advice—such as how to clean the interior, replace parts (if needed), and store your oven safely.

4. Warranty Coverage: Protecting Your Investment

Every Oonyi oven comes with a standard manufacturer’s warranty to give you peace of mind. Here’s what you need to know:

  • Warranty Period: Most Oonyi ovens include a 1-year limited warranty from the date of purchase. This covers defects in materials or workmanship (e.g., faulty heating elements, broken control panels) that occur under normal use.
  • What’s Not Covered: The warranty does not apply to damage from improper use (e.g., overheating, using non-approved accessories), accidental drops, natural wear and tear (e.g., scratched exteriors), or unauthorized repairs.
  • How to Claim Warranty: To file a warranty claim, email [email protected] with:
  1. Your full name and contact information
  2. Order number or proof of purchase (e.g., receipt, invoice)
  3. Photos/videos of the issue
  4. A brief description of the problem

Our team will review your claim within 48 hours and notify you of next steps—which may include a repair, replacement, or refund (depending on the issue and product availability).

5. Returns and Refunds: Flexible Policies for Your Confidence

We want you to love your Oonyi oven. If it’s not the right fit, we offer flexible return options:

  • Return Eligibility: You can return a new, unused Oonyi oven within 30 days of delivery for a full refund (minus shipping costs, unless the return is due to a product defect). The oven must be in its original packaging with all accessories (e.g., user manuals, baking trays) included.
  • Return Process:
  1. Email [email protected] to request a return authorization (RA) number. Include your order number and reason for return.
  2. Once approved, we’ll send you a prepaid shipping label (for defective products) or instructions for shipping the item back (for change-of-mind returns).
  3. Pack the oven securely and ship it back to our warehouse. Please include the RA number on the package.
  4. We’ll inspect the item upon receipt. If eligible, we’ll process your refund within 5–7 business days (refunds will be issued to your original payment method).
  • Exceptions: Custom-ordered ovens or items marked as “final sale” are not eligible for returns. Used ovens may be returned only if they have a manufacturing defect (covered under warranty).

6. Privacy: Protecting Your Information

We take your privacy seriously. Any personal information you share with us (e.g., name, email, address) is used only to provide customer service, process orders, and communicate with you about your account. We will never sell or share your data with third parties without your explicit consent. For more details, see our full Privacy Policy on the Oonyi website.

7. Feedback: We’re Always Learning

Your feedback helps us grow. If you have suggestions for improving our service or products, please share them via [email protected] or our website’s feedback form. We review every comment and use it to refine our policies, support processes, and oven designs—ensuring we continue to meet your needs.

Thank you for choosing Oonyi. If you have any questions about this Customer Service Policy, don’t hesitate to reach out. We’re here to help you bake with confidence.