Exchange

Return & Exchange Policy at Onncom.com

At Onncom, we guarantee 100% customer satisfaction. If, for any reason, customers are not satisfied with their purchase or change their mind, they may return the product within 10 days after receiving it (applies only to in-stock items in Vietnam; not applicable for orders from the USA).

A. EXCHANGE POLICY FOR IN-STOCK PRODUCTS IN VIETNAM (APPLICABLE FOR WHOLESALE & RETAIL PURCHASES)

ONNCOM ALLOWS EXCHANGES IF YOU ARE NOT SATISFIED WITH THE PRODUCT YOU RECEIVED.

• Customers should inspect the product and confirm its condition with the delivery staff upon receipt.
• If dissatisfied, customers may request an exchange.
• For Bluetooth electronic accessories (speakers, headphones, mice), Onncom offers a 1-for-1 exchange within 90 days for technical defects.
• If the requested replacement item is out of stock, Onncom will assist in selecting a similar product in function and value.
• Customers may choose to exchange for a completely different product:
  • If the new product has a higher value, the customer must pay the price difference.
  • If the new product has a lower value or the customer has not yet chosen a replacement, the difference will not be refunded in cash or bank transfer. Instead, the amount will be credited to the customer’s Onncom account balance or issued as an E-Voucher Code for future purchases.

B. EXCHANGE POLICY FOR WHOLESALE & RETAIL ORDERS SHIPPED FROM THE USA

Return Conditions:

• Returns are accepted for defective products (manufacturer defects or incorrect items shipped).
• Customers must report any defects within 48 hours of receiving the product. If no report is made within this period, the product is considered accepted. The return must be shipped back within 14 days.
• Returned items must include original packaging, warranty cards, accessories, and manuals as received.
• If any packaging or accessories are missing, and a refund is necessary due to the manufacturer discontinuing the product, Onncom will deduct 20% from the refund amount.
• If customers change their mind and wish to return the product, a 20% restocking fee will be applied. The return is only accepted if the item is in new, unused condition as originally shipped.

Return Period & Fees:

• Vietnam-based stock: Returns accepted within 10 days from the order date (excluding shipping time). Customers may return the product for any reason with a 20% return fee.
• USA-based stock: Returns accepted within 30 days from the order date (excluding shipping time). Customers may return the product due to dissatisfaction or change of mind with a 20% return fee.

Free Return Conditions: The customer must cover shipping fees from Vietnam to the USA and retain all original receipts.

Important Guidelines for Receiving Products

• For in-store pickups or direct deliveries: Customers must inspect the product before accepting it. If no issues are reported within 48 hours, the product is considered accepted.
• For express shipping deliveries: Customers must check the product upon receipt. If no issues are reported within 48 hours, the product is considered accepted.

Refund Process:

• Customers may choose to exchange for another product or request a refund.
• Refunds will be credited to the customer’s account within 48 hours.

Return & Exchange Process

To qualify for a return or exchange, customers must request an RMA (Return Merchandise Authorization) number.

How to Request an RMA Number:

1. Log in to the Onncom system, select "Return Product", or contact customer support.
2. Wait for approval within 24 hours.
3. Ship the product back to Onncom (include invoice, order number, and RMA number).
   • Package the item carefully – Onncom is not responsible for damages incurred during return shipping.
   • Use a standard shipping carton – Do not use the original branded box as outer packaging.
   • The RMA number must be clearly written on the shipping box.
   • The return shipment should be insured and trackable. Onncom is not responsible for lost or damaged returns.
4. Send the product to the following address: Return Department
   314/1A Dien Bien Phu, Ward 11, District 10, Ho Chi Minh City, Vietnam

Terms & Conditions for Returns

• All returned items must be in "new" condition with all original accessories included.
• Onncom is not responsible for any data loss from returned devices. Customers should back up their data before sending the product.
• If the manufacturer confirms the product defect, the product will be repaired, replaced, or refunded at the manufacturer’s discretion.
• RMA numbers are valid for 14 days – customers must ship the product within this period.

ONNCOM DOES NOT ACCEPT RETURNS OR EXCHANGES IN THE FOLLOWING CASES:

• The product’s outer condition is damaged due to peeling packaging, torn security seals, or broken parts.
• The product has been used.
• Returns for cosmetics, underwear, food, or medicine are not accepted.
• The product was misused, causing damage.
• The customer inspected and accepted the product upon delivery and did not report any issues within 48 hours.

This policy ensures fair and transparent returns and exchanges while maintaining high standards for product quality and customer satisfaction.