Return and exchange policy

 

Dear Valued Customer,
Thank you for choosing Onedemi! To protect your shopping rights, please carefully read the following return and exchange policy before placing an order. If you have any questions, please feel free to contact our customer service.
I. Overview of Return and Exchange Policy
  1. Return and Exchange Period: Within 7 days from the date of receipt of the goods, if the product has quality issues or does not match the description, you may apply for a return or exchange.
  2. Conditions for Return and Exchange:
    1. Quality Issues: The product is damaged, malfunctioning, or has other quality problems.
    2. Description Mismatch: The product significantly differs from the description on the page (e.g., color, size, material).
    3. Incorrect or Missing Items: The merchant has sent the wrong item or missed sending an item.
  3. Items Not Eligible for Return and Exchange:
    1. Customized products (e.g., engraved items, custom patterns);
    2. Returns or exchanges due to personal reasons such as dislike or incorrect size;
    3. Electronic products that have been activated or used.
    4. Due to the buyer’s request for damaged items
II. Methods for Return and Exchange
  1. Email Application: Send a return or exchange request to Onedemi’s official email address with the subject line “Return/Exchange Application.” Attach relevant evidence of the issue (e.g., photos, videos) in the email body. We will notify you of the result via email within 1-7 working days.
  2. Online Customer Service Feedback: On the web page, contact our online customer service by sending the message “Return/Exchange” and attaching relevant evidence (e.g., photos, videos). We will respond to you within 1-7 working days and notify you of the result.
III. Return and Exchange Process
  1. Submit Application: Choose either “Email Application” or “Online Customer Service Feedback” to submit your return or exchange request.
  2. Approval: The platform will review your application within 1-7 working days and notify you of the result via in-site customer service messages or email.
  3. Return the Item: After approval, please return the item to the provided address. The shipping cost for returns will be borne by the responsible party:
    1. Merchant’s Responsibility (e.g., quality issues, description mismatch): The merchant will cover the shipping cost.
    2. Personal Reasons: You will cover the shipping cost.
  4. Refund or Exchange:
    1. Once the merchant receives the returned item and confirms it is in order, they will process your refund or re-ship the item within 1-7 working days.
    2. The refund will be returned to your original payment method.
IV. Important Notes
  1. Product Care: Ensure the product is in perfect condition, including the original packaging, tags, and accessories, when returning or exchanging.
  2. International Logistics: Due to international shipping, the processing time for returns and exchanges may be longer. Please be patient.
  3. Special Products: Electronic products must not be activated.
V. Contact Us If you have any questions, please contact our customer service through the following methods:
  • Online Customer Service: Log in to your account and click on “Online Customer Service” at the bottom right corner.
  • Customer Service Hours: UTC+8, Monday to Friday, 9:00-18:00.
Thank you for your understanding and support! We are committed to providing you with an excellent shopping experience!

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