Warranty

ONNCOM.COM – "ALWAYS 100% GENUINE PRODUCTS"

Quality Commitment

To ensure peace of mind when shopping at Onncom.com, we make the following commitments regarding product quality:

Our company is a multinational retail group with partnerships across 10,000+ warehouses in the USA and Canada, importing only well-known American brands. Onncom.com guarantees that all our products are authentic and undergo thorough quality inspection before being shipped to Vietnam.

Onncom.com offers double compensation for any customer who can prove that a purchased item from Onncom.com is counterfeit.

I. PRODUCT WARRANTY POLICY

A. Warranty Policy for In-Stock Products in Vietnam

• Watches: 1-year warranty for movement mechanism.
• Electronic Accessories: Bluetooth devices (speakers, headphones, mice) – 1-for-1 exchange within 30 days from delivery for any manufacturer defects.
• For products eligible for 1-for-1 exchange, if the item is no longer in stock, Onncom will assist customers in selecting an alternative product of similar function and value. Customers may also choose a different product of equal or higher value and pay the price difference. If the replacement product is of lower value, the price difference will be credited to the customer’s Onncom account balance or issued as an E-Gift Card for future purchases.
• Cosmetics, clothing, jewelry, and accessories are not covered under this warranty policy.

B. Warranty Policy for Retail & Wholesale Items Shipped from the USA

Warranty Terms:

• All products come with a 12-month or 24-month manufacturer warranty (depending on the item). If the manufacturer has no warranty service in Vietnam, Onncom provides a 12-month warranty for the customer.
• For items used within the first 10 days: If there is a manufacturer defect or damage during transit from the USA, and there is no warranty center in Vietnam, Onncom will replace the item (with a 2-3 week wait time for shipping from the USA). If customers do not wish to wait, they will be refunded.
• For items used for more than 1 month:
  • Defective products will be sent to a local or international service center for repairs (warranty duration may range from 15 to 90 days).
  • The manufacturer determines the resolution, which may include a replacement, repair, or refund. Onncom is not responsible for decisions made by the manufacturer.
• If a product requires warranty service, customers must wait 4-6 weeks or longer for processing.

Important Notes:

• If a customer chooses to wait for a replacement, they cannot cancel the order or request a refund while waiting for the product to arrive.

Receiving Goods – Important Customer Guidelines

• For in-store pickups or direct delivery by Onncom staff: Customers must inspect the product before accepting it and sign the delivery confirmation. If no damage is reported within 48 hours, the product is considered accepted.
• For orders received via express shipping: Customers must check the product upon receipt. If no damage is reported within 48 hours, the product is considered accepted.

Note: Onncom does not offer a warranty for assisted purchases (items bought on behalf of customers) or for customers who choose not to purchase warranty coverage in Vietnam.

Warranty Conditions

Products are eligible for warranty if:

• They are still within the warranty period (as indicated on the label).
• The label remains intact, without tears, modifications, smudging, or alterations.
• The defect is due to a manufacturer issue, not customer misuse.
• The damage was not caused by the customer or improper usage.

Non-Warranty Cases

Warranty does not apply if:

• The conditions mentioned above are not met.
• Damage results from natural disasters, impact, drops, liquid spills, incorrect voltage usage, exposure to moisture, moving the device while in operation, fire, or explosion.
• Damage occurs during transit, leading to cracks, dents, breakage, or scratches.
• The product is rusted, corroded, stained, or damaged by liquid exposure.
• The item has been tampered with or repaired by unauthorized parties.
• Accessories used are not original or are incompatible with the purchased product.
• Software or application issues due to unlicensed software or unauthorized modifications.
• Improper software installation or malware/virus-related issues.
• Onncom is not responsible for any data loss during the repair process. Customers should back up all important data before submitting a product for warranty service.

Return Policy

• Returns are accepted only for defective products (manufacturer defects or incorrect items).
• Customers must report the issue within 48 hours of receipt; after this period, the product is considered accepted.
• The returned item must include all original packaging, warranty cards, accessories, manuals, and documentation as when it was shipped.
• If any accessories or packaging are missing, and a refund is required, Onncom will deduct 20% of the product value.
• If a customer changes their mind and wants to return a non-defective product, a 20% restocking fee will apply. Returns are only accepted if the product is in brand-new condition as originally shipped.

This ensures that all customers receive genuine, high-quality products and reliable warranty services when shopping with Onncom.com.