Refund and Exchange Policy
Regarding Order Cancellation
NutroOne offers a 48-hour cooling-off period for orders. Customers can request a cancellation at any time within this period. After the cooling-off period, the order will officially enter the processing stage.
If the customer requests a cancellation after the product has been shipped, the customer is responsible for the shipping cost or can return the product to the store in person.
If you are dissatisfied with the purchased item or if it is damaged upon receipt, please keep ALL the packaging, take a photo of the item, and together with the original invoice, notify us via email within 7 days of receiving the goods to handle the exchange and refund procedures. We will confirm the return and exchange process via email. Please return the goods at your own expense to the address we specify for returns. Email as follows: [email protected]
Email as follows: [email protected]
Regarding Order Return
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.
NutroOne reserves the final right to interpret the terms and conditions herein.