Onnero

Buyer Protection Policies
We offer 100% Buyer Protection Policy to our customers. Our Buyer Protection Policy clearly defines our values, promising the best online shopping, business buying and shipping experience to our customers.

Shipping Policy
Onnero promises ‘No Anxiety Shipping’ for all the products that you order. We ensure this by bringing together critical elements of shipment such as Packaging, Timely Delivery, Order Status Updates and Support from our own Service Centres or our trusted Logistics Partners. So once you have placed an order, be rest assured as we will look after everything. Also, timely delivery of the order is our utmost priority however, actual delivery depends upon availability of the product with the Manufacturers, your shipping address, etc. We have collaborated with top Courier and Logistics Partners to assure that you receive your order on time. Each order is usually processed within 48 hours and we update you at every step, i.e. when the order is placed, processed, shipped, and delivered. If you have any questions during the process, feel free to reach our customer support.

1. How do I track my order? You can check the status of your order from your “My Account” section of our website. We ensure timely communication about your order status via Email/SMS under the following conditions:

1. • When your order is confirmed/processed/shipped/delivered
   • When your order shipment is delayed
2. How long does it take to deliver the product after it has been dispatched?

• • It usually takes between 1 to 5 days to deliver the order after it has been dispatched.
  • This varies depending upon your location and the Manufacturer’s location.
  • Once the order has been dispatched, we will notify you with the estimated delivery date on your registered contact details via Email/SMS along with the tracking number and courier/delivery partner details.
  • Where a Seller is unable to fulfill an order the order will be cancelled and your refund will be processed.
  • Orders using OnneroDirect are usually delivered in 1-3 days depending on your location or may be available for collection at your nearest Onnero Service Centre within 1 hour, depending on stock location. In some cases, same day delivery may be possible depending on the time of placement of the order and stock availability at your nearest Onnero Service Centre. An email/SMS will be sent advising of the delivery and collection options after the order has been processed.

3. How much do you charge for shipping my order? Orders shipped using OnneroDirect usually qualify for free delivery. For orders delivered by the Manufacturer, the shipping cost, if applicable, is mentioned on the product page. The amount that you pay while placing the order at onnero.com will include the product cost, shipping charges and taxes. For international orders additional charges or taxes may be payable. Any such charges or taxes will be displayed at checkout.

4. My order is dispatched or on board for delivery delivery, but has not reached us yet? If the status is “ON BOARD FOR DELIVERY”, and is not delivered to you in next 24 hours, kindly check with the courier company/Manufacturer or contact us at www.onnero.com/contact We will follow up with the courier partner until your order is delivered.

5. What do I do if my product is delivered at the wrong address? While this is rare, if you discover that your order has been delivered to the wrong address, you should immediately contact us at www.onnero.com/contact. We will follow up with the courier partner and notify you as soon as possible.

6. Why is my order not delivered within the expected delivery date? There could be a number of reasons for extended shipping times. while there are no current issues locally regarding border closures and lock downs due to Covid-19, this can change on very short notice. Please check your emails for delivery updates or the My Account section of the Onnero website. Other delays may occur from time to time depending upon your shipping address, Manufacturer’s location, courier services and unfavorable climatic conditions. You can track your shipment from the Onnero website, using the tracking number sent to you on your registered Email/Contact number. If there’s no update or notification, please get in touch with our customer support team using the following link: www.onnero.com/contact.

7. Why have I received partial order? Since your products may be shipped from different Manufacturers, orders with multiple products and different delivery timelines will be delivered to you separately. There is no additional delivery cost in this circumstance. 

8. Why does delivery time for similar products vary from Manufacturer to Manufacturer? The number of days could vary depending upon your shipping address and Manufacturer’s location. Orders using OnneroDirect are usually all delivered at the same time, regardless of your or the Manufacturer’s location, unless there are different Manufacturing timelines for delivery where one single delivery would cause unreasonable delays or is impractical.

9. Why is delivery time different for different products? The delivery time varies depending upon the following factors:

10. I am unable to track my shipment. What should I do? The tracking number is updated after the shipment is handed over to the courier/shipping company. Sometimes it takes up to 48 hours for the tracking number to get updated. However, the shipment is on its way to its destination. If you have recently received the shipment details, we would recommend you to wait a few hours and try tracking on the website again. If the tracking number is still not updated, please get in touch with us at www.onnero.com/contact.

11. Can I change the Shipping Address? You may request for change of address as long as the order is not packed and ready for shipment. You can track the status of your order from the Onnero ‘My Account’ section. If the order is not yet ready for dispatch, you can change your shipping address from ‘My Account’ section at https://onnero.com/my-account/. If your current order has already been shipped, you can still update the address in your My Account section for future orders. To edit an existing address that is saved in your Onnero Account, kindly visit the ‘Addresses’ section located in your Onnero My Account dashboard and click on ‘Edit’. After you have made the required changes in the Address, click on ‘Save’.

12. Does Onnero deliver internationally? Yes, Onnero has a number of international shipping partners that can deliver almost anything almost anywhere to international locations.

13. What if a Manufacturer or their courier is not providing home delivery? Some freight companies don’t deliver to private homes for a number of reasons including inappropriate vehicles, poor access, insurance, unloading facilities etc. Onnero has a variety of solutions available to resolve this if it occurs. You can contact our Customer Support team using the link: www.onnero.com/contact and we will get in touch with the Manufacturer to arrange delivery of your order.

14. What is RTO?’ Return To Origin’ or RTO means that the courier company tried to deliver the order at your address but could not. Please contact our Customer Support team using the link:/www.onnero.com/contact if this happens and we’ll follow it up for you. This only occurs due to any of the following reasons:

• • No one was available to receive the order and leaving the order in a safe place as per your previous instructions was not possible.
  • Your address was not correct or traceable.

In these cases the order is shipped back to the Manufacturer or the nearest depot of the courier/Onnero Service Centre for re-delivery. If the error was cased by the incorrect information being provided by the Buyer, there may be a re-delivery charge imposed at the Manufacturer’s discretion. If any dispute arises over this please contact us at www.onnero.com/contact.

Cancellation Policy
Onnero ensures that your order is safely delivered to you within the promised delivery timeline. However, if you have ordered a wrong product you may cancel the order through your Onnero Account.

If it is Prepaid Order, the amount will be refunded to you in accordance with our Refund Policy. A cancellation request cannot be made after your order is dispatched.

1. How can I cancel my order? You can cancel your order if it is not shipped. Please login to your Onnero account for initiating the cancellation & follow the given process: Sign-In -> My Account -> My Orders -> Cancellation Request.

2. Can I modify my order? Yes, you can modify the following details of your order as long as it has not been ready to dispatch.

• Shipping Address
• Phone No.
• Quantity (As per availability)
• Size (As per availability)
• Color (As per availability)

Please login to your Onnero account: Sign-In -> My Account -> My Orders -> Modify Order.
Or
Contact us at www.onnero.com/contact.

Return/Replacement Policy
We consistently work towards the protection of our customer’s interest. Hence, we offer you an easy and streamlined process to return products, whenever applicable.

1. How do I file a return request? You can file a return request from your Onnero account. Use the following steps: Sign In -> My Orders -> Request Return.

2. You can place a Return request within 10 days of order delivery. However, in case of Damaged/Missing/Empty Package/Wrong Product, the Return request should be filed within 2 days of delivery.

• Return request will be reviewed by Onnero.
• If required, request will be shared with the Seller for Seller’s approval.
• After approval, pickup of the product will be arranged through our courier partners/OnneroDirect.
• If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by Onnero/Seller.
• After the product is received, it is verified against your claim and accordingly, Replacement or Refund is initiated. Please note that Replacement would depend upon the stock availability with the respective Seller

3. Under what conditions can I return/ replace my product? Returns/Replacement are accepted under the following cases –

• • Wrong Product – Wrong color/ size/ style
  • Wrong item ordered/ delivered
  • Unsatisfactory Product – Inauthentic/Low Quality/Expired
  • Defective Product – Manufacturing defect/ Non-functioning (Not applicable, if the product is under Manufacturer’s Warranty)
  • Damaged Product – Physical damage/ Tampered product or packaging
  • Wrong Quantity – Missing Products/ Parts
  • No Invoice/Warranty Received – Available on Electronics, Automotive, Computers, Technology & Machinery only
  • Empty packages

4. Under what conditions returns/ replacement request will not be accepted? Returns/ Replacement requests will not accepted under following cases –

• • • If Products are Altered/Used
    • If Product is Returned without Original Packaging (price tags, labels & accessories)
    • If Serial Number is tampered
    • For Defective product that is covered under Seller/Manufacturer’s Warranty or Reported after 10 days of the Delivery
    • For Damaged/Missing/Empty Package/Wrong product that is reported after 2 days of the delivery
    • For Products sold under specific promotions, details of which would be mentioned in the Product page and Terms & Conditions page

5. What is the best time to place Return/Replacement request? Return/Replacement request of the Product(s) should be initiated within 10 days of Order Delivery for Unsatisfactory product or in case of non-receipt of Invoice & Warranty (for applicable products only). However, under the following conditions, Return Request should be filed within 2 days of Delivery:

• Damaged Product
• Empty Parcel
• Missing Item
• Wrong Product

Return request, refer to My Accounts, Orders listing section and click on Return button on selected order once order is delivered to you.

6. When do you initiate Pickup for Returns? Once your request to return an order is approved, a pickup will be initiated. Once return is approved for pick up, email will be sent to your registered email address for pick up related details. Please keep the product ready with all tags & accessories. Kindly ensure proper packaging to avoid any damage during transit.

Please take note of the following, while packing your product for Pickup –

• Product should not be used/altered/ tampered
• Keep original price tag & packing slip/invoice intact
• Return address to be clearly marked on packaging or print and attach returns label (preferred).
• Display Order Number/Returns Number on the box or print and attach returns label (preferred)
• Keep the Courier Company’s receipt (if provided) for tracking purposes

Please Note – Onnero shall not be liable for any incidental defect/damage, like liquid leakage/mishandling etc. Tracking of returns can be made in the same way as tracking of deliveries in the My Account section of the Onnero website.

7. How to claim Return/Replacement for products under Manufacturer’s Warranty? You can make a Claim under a product’s warranty by contacting the Manufacturer directly. For any issues, please contact us at www.onnero.com/contact.  

We will take your queries forward to the respective manufacturer. Please check our Terms & Conditions page before making a purchase to see the Warranty terms for each Manufacturer/Product.

8. Do I need to pay additional shipping charges to send my product back? No, if OnneroDirect is the method provided for delivery by the Manufacturer. For other shipping methods, any additional charges for returns are at the discretion of the Manufacturer and are usually set out in their Terms of sale. You should not ever have to pay anything to the courier representative when picking up your product. In some cases, you may need to self-ship the product back to the Manufacturer (address will be emailed to you). Courier charges will be either be borne by the Manufacturer or charged to your method of payment or credit card but only after advising you accordingly.

9. How will I know that my Returned product has been received? You will receive an email from us, usually within 24-48 Hours of Pickup, along with the Tracking details. You can track the status of the return in the  ‘My Accounts’ -> ‘My Returns’ Section and click on particular Return ID to view the returned order details.

10. How much time does it take to replace an order? This will depend on each Manufacturer. Replacement or refund is usually initiated within 2 working days once we receive notification of the return of the product from the Manufacturer.

1. When do you process a Refund? Refunds are generally initiated in the following scenarios:

• • When Prepaid Orders are cancelled by Customer/Manufacturer/Onnero before delivery (Please read our Cancellation Policy)
  • If our courier/shipping partner is unable to deliver the order
  • If you wish to return the product, in accordance with our Return Policy

2. How will I get my Refund?

• • The amount paid by you for the product will be refunded to you in accordance with the Manufacturer’s terms of sale.  The amount shall be credited back to your original method of payment. 

3. How long does it take to process Refund? Refund depends upon the method of payment. Please refer to the list below:

• • Net banking: 2 – 4 Business days,
  • Debit card: 4 – 9 Business days
  • Credit card: 10 – 15 Business days
  • Wallets : 2 – 9 Working Days