Refund and Exchange Policy
Regarding Order Cancellation
Orders for products in stock are usually completed within 3-7 days. For products out of stock, it will take 7-14 days or more to process. If the arrival date is listed on the product page, the product page information shall prevail.
Due to the incomplete inventory system, if the product is urgently needed, customers can first check the inventory status with our customer service before placing an order! No refund is available for pre-ordered products. Customers should weigh the risks before placing an order.
NutroOne provides a 48-hour order cooling-off period. After the cooling-off period, the order will be processed immediately, inventory will be reserved and ordered, and hence. no refund is available. If certain products are delayed by the factory , Epidemics, customs deductions and other force majeure effects, delayed shipments, and/or refusal to accept surcharge due to remote areas, installation or transportation (i.e. additional costs listed in the terms of delivery), we will not offer refund under these circumstances and will not be responsible for the loss of customers caused by related accidents. Please reach out to customer service when in doubts.
Regarding Order Return
If you are not satisfied with our products, you can return the new and unused products together with the original packaging and invoice within 7 days after the goods collection. Please notify us your intent to return by email with order number, reasons for return and relevant photos. We will confirm the return process with you and arrange an address for return. You will need to return the product at your own cost.
Email as follows: [email protected]
Goods returned or exchanged must be:
- Brand new unused/unassembled, intact and undamaged;
- All complete packaging, including packaging and components, must be included in the return or replacement;
For Product Replacement:
- If any product is confirmed to be damaged after receipt, the customer can replace the product of the same model or other model (No refund will be made if lower model is selected). Each purchase can only be replaced once.
- Dusty surface, bright spots/light spots/dead spots or uneven light of screen are not within the scope of replacement or return.
- Slight scratches, cracks, dirts, smell or fallen paint which do not affect normal usage of the product are not within the scope of replacement or return.
- If the replacement product is out of stock, we will immediately order the product for the customer for replacement.
- When replacing goods, the customer must keep the original packaging. The product must be packaged completely without any damage or scratches; the product must match the information on the invoice.
- This replacement guarantee does not apply to:
- Goods damaged due to accidental or negligent damage, improper use
- Products that are damaged or / and scratched
- Each item can only be returned once.
For Product Return:
- When returning products, customer must keep original packaging. The product must be packaged completely without any damage or scratches; the product must match the information on the invoice.
- The returned product must be returned to the store by the customer. Any logistic assistance for collecting return products will require additional charge.
- The refund will be paid in the form of payment. If paying by credit card, the refund will be to the credit card used. For any reason or refund, you need to wait for 7-14 days. Please note that NutroOne will charge a 15% return handling fee for restocking.
NutroOne reserves the final right to interpret the terms and conditions herein.