Oonyi Refund Policy: Transparent Rules for Your Confidence
At Oonyi, we want you to be fully satisfied with your oven purchase. If you need to request a refund—whether due to a product defect, delivery issue, or change of mind—this Refund Policy outlines the conditions, process, and timelines to ensure a smooth experience. We aim to make refunds fair, straightforward, and aligned with our commitment to exceptional customer service.
1. Eligibility for Refunds
To qualify for a refund, your request must meet the criteria below, depending on the reason for the refund:
1.1 Change of Mind Refunds
If you decide the Oonyi oven isn’t the right fit and the product is in unused, like-new condition, you may request a refund within 30 calendar days of delivery. Eligibility requirements:
- The oven must be unopened or opened but never used (no signs of wear, scratches, or damage to the exterior/interior).
- All original packaging, accessories (e.g., baking trays, user manuals, warranty cards), and tags must be included and in intact condition.
- You must provide a valid order number or proof of purchase (e.g., email receipt, invoice).
1.2 Defective or Damaged Product Refunds
If your Oonyi oven arrives defective, damaged, or fails to work as described, you qualify for a full refund (including original shipping costs) with no time restriction within the standard 1-year warranty period (see Section 4 for warranty details). Examples of eligible issues:
- Physical damage (e.g., dented body, cracked glass door) caused during shipping.
- Manufacturing defects (e.g., non-functional heating elements, unresponsive control panels, uneven temperature distribution).
- Missing parts or accessories (e.g., no baking tray included in the package).
1.3 Delivery-Related Refunds
You may request a refund if:
- Your order is lost in transit (confirmed by the shipping provider after a trace investigation).
- Your order is delivered significantly later than the estimated delivery date (more than 7 business days past the quoted timeframe, unless delayed due to 不可抗力 like extreme weather or customs hold).
- You receive the wrong product (e.g., a different oven model than what you ordered).
2. How to Request a Refund
Follow these simple steps to submit a refund request—we’ll guide you through the process and keep you updated at every stage:
- Initiate the Request: Email our customer service team at [email protected] with the subject line. Include the following details to help us process your request quickly:
- Your full name, phone number, and shipping address (matching the order details).
- Valid order number (found in your order confirmation email or account dashboard).
- Clear reason for the refund (e.g., “defective heating element”, “change of mind”).
- Supporting evidence (if applicable):
- For damaged/defective products: Photos or videos showing the issue (focus on the defect, serial number, and packaging condition).
- For wrong/lost orders: Screenshots of the order confirmation and shipping tracking updates.
- Receive Confirmation: We’ll review your request within 24 business hours (Monday–Friday, 9:00 AM–6:00 PM local time) and send you an email confirming receipt. If we need more information (e.g., additional photos), we’ll reach out promptly.
- Complete Return (If Required):
- For change-of-mind refunds: We’ll send you a prepaid shipping label (you may be responsible for return shipping costs—see Section 3 for details) and instructions to package the oven securely. You must ship the item back within 7 days of receiving the label.
- For defective/wrong products: We cover all return shipping costs and provide a prepaid label. No return is needed if your order is lost (we’ll confirm with the shipping provider first).
- Process the Refund:
- For returned items: Once we receive and inspect the oven (to confirm it meets eligibility criteria), we’ll approve the refund within 3–5 business days.
- For lost/wrong/defective items (no return needed): We’ll approve the refund within 48 hours of verifying the issue.
3. Refund Amount and Timelines
We want you to know exactly what to expect in terms of refund value and when you’ll receive your money:
3.1 Refund Amount
- Full Refund: You’ll receive 100% of the product purchase price if:
- The refund is for a defective, damaged, wrong, or lost product.
- The refund is for a change of mind, and the oven is in unused, original condition (you’ll still be responsible for return shipping costs—typically \(15–\)30, depending on your location).
- Partial Refund: A partial refund may apply only if:
- The returned oven has missing accessories (e.g., lost user manual) or minor damage (e.g., a small scratch on the exterior). The amount deducted will be based on the cost of replacing the missing part or repairing the damage (we’ll share a detailed breakdown before finalizing).
3.2 Refund Timelines
Once your refund is approved, the time it takes to appear in your account depends on your original payment method:
- Credit/Debit Cards: 3–7 business days (processing times vary by your bank).
- PayPal/Online Wallets: 1–3 business days (funds are usually credited immediately to your wallet balance).
- Bank Transfers: 5–10 business days (due to standard bank processing delays).
We’ll send you an email once the refund is issued, including a reference number you can use to track it with your payment provider. If you haven’t received the refund within the expected timeframe, contact your bank or payment provider first—delays are often due to their processing rules. If you still need help, email [email protected] with the refund reference number.
4. Exceptions and Limitations
To ensure fairness for all customers, some cases are not eligible for refunds. Please note these exceptions:
- Used or Damaged-by-User Products: No refund for ovens that show signs of use (e.g., food residue, scratches from use) or damage caused by improper handling (e.g., dropping the oven, using non-approved accessories).
- Expired Return Windows: No refund for change-of-mind requests submitted after 30 days of delivery, or defective product requests submitted after the 1-year warranty period.
- Final Sale Items: Products marked as “Final Sale” (e.g., clearance or discontinued oven models) are not eligible for refunds—this is clearly noted on the product page before purchase.
- Custom Orders: Ovens customized to your specific needs (e.g., special color, modified size) are non-refundable unless they arrive defective.
- Late Returns: If you fail to ship the oven back within 7 days of receiving the return label, your refund request may be canceled (we can extend the deadline if you notify us in advance of a delay).
5. Warranty-Related Refunds
If your Oonyi oven develops a defect within the 1-year standard warranty period (from the date of purchase), you have two options:
- Repair or Replacement: We may offer to repair the defective part or send a replacement oven (if repair isn’t possible) at no cost to you.
- Refund: If you prefer a refund instead of repair/replacement, we’ll process a pro-rated refund based on the time you’ve used the oven. For example:
- Oven used for 3 months: 75% of the purchase price (deducting 25% for 3 months of use).
- Oven used for 6 months: 50% of the purchase price.
To request a warranty-related refund, follow the same process in Section 2 and include your oven’s serial number (found on the back of the unit) in the email.
6. Contact Us for Refund Questions
If you have questions about this Refund Policy, need help with an ongoing refund request, or want to appeal a denied request, don’t hesitate to reach out:
- Email: [email protected] (we respond within 24 business hours).
- Reference: Include your order number and refund request ID (if you have one) to speed up assistance.
We’re committed to resolving any refund issues fairly and efficiently—your satisfaction is our top priority.