Refund and Returns Policy

Last Updated: [25.11.2024]

At OnnoTomo.com, we strive to ensure our customers are completely satisfied with their purchases. If you need to return an item, cancel an order, or request a refund, we’re here to help. Please review our policies below for detailed information.

1. Returns

Eligibility for Returns

You may initiate a return request for a product if it meets one of the following conditions:

- The product is damaged upon arrival.
- Both the product and the shipping package are damaged.
- The product is defective or not in working condition.
- The product is of unsatisfactory quality.
- Parts of the product or an accessory are missing.
- The product received is different from the one ordered.
- You are dissatisfied due to issues with size, fit, color, or any manufacturing defects.

Return Process

- Initiate a Return: To initiate a return, please contact our Customer Service team at [support@onnotomo.com] with your order number and reason for the return.
- Provide Proof: You’ll need to provide a copy of the original invoice when requesting a return.
- Prepare the Product: Ensure the product is in its original, unused condition, with price tags, original packaging, and all accompanying accessories intact. Products should be free from stains, wear, sweat, and odors, and packaging materials must be undamaged.
- Condition Check: All returns will be inspected to verify compliance with this policy. If the product does not meet the specified conditions, we reserve the right to reject the return.
- Shipping Costs: Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item shipped or defective product).

Conditions for Return Acceptance

To successfully return a product, please ensure the following:

- Original Condition: The product must be unused, unwashed, and in its original packaging, with all tags, labels, and accessories intact.
- Documentation and Accessories: Include the original invoice, user manuals, warranty cards, and any accompanying accessories.
- Compliance with Our Records: The product’s barcode or serial number must match our records for validation.
- Unaltered Condition: The product must not show signs of alteration, wear, damage, or defect due to use. Foul odors, stains, scratches, and other signs of wear will disqualify the product from return.

Exceptions

We will not accept returns for the following:

- Customer Errors: Incorrect model, color, or item ordered by the customer.
- Non-Returnable Products: Some product categories, including but not limited to swimwear, innerwear, perfumes, personal care, gadgets, and certain accessories, are non-returnable.
- Altered Products: Products that have been altered, tampered with, or modified.
- Precious Materials: For accessories like watches or items with precious materials, returns are accepted only after a quality check, and a fee may apply if certification documents are missing.

Non-Compliance Verification

In the case of products reported as damaged, defective, or non-compliant:

- We may ask for photos of the product or schedule an inspection.
- If verified, we will process the return or exchange. Our decision following verification is final and binding.

2. Refund

Eligibility for Refunds

You may request a refund for a Non-Compliant Product (i.e., a product that is damaged, defective, missing parts, or differs from what was ordered) when:

- You initiate a return or cancellation request.
- Payment for the product has been received by us.

Refunds will be processed only for products that meet the criteria outlined in this policy.

Refund Process

- Return Verification: Once we receive the product and supporting documents, we will inspect and verify the condition of the product and any issues reported. Refunds will be processed within 7–10 business days after this verification, provided all conditions for eligibility are met. Products must be returned in their original, saleable condition, including all tags, original packaging, and accessories.
- Non-Eligible Returns: If the product does not meet the required conditions, we may reject the return request, and no refund will be issued. Our decision is final and binding.

Payment Methods for Refunds

- Original Payment Mode: Refunds will typically be credited to the original payment method used for the purchase.
- Cash on Delivery: For orders paid with cash on delivery, refunds may be credited to either your Bkash/Nogod/Rocket or to a valid bank account.

Refund Timeline and Bank Processing Times

Refunds will generally appear in your account within 7–10 business days from the approval date. Additional processing time may be required by your financial institution, and we appreciate your understanding.

Important Note: We do not process refunds in cash. If there is any delay in receiving the refund, feel free to contact our customer support team for assistance.

Refund Exceptions

- Shipping and Convenience Fees: Refunds do not cover shipping or additional fees (e.g., convenience fees). However, in cases where a product is damaged or defective due to reasons accepted by us, you may request a refund of shipping charges within 7 days of receiving the main refund.
- Non-Returnable Products: For non-returnable items, refunds are issued only if the product arrives damaged or defective, subject to verification.

Status Updates and Notifications

We strive to keep you informed about your refund status via your account on the OnnoTomo website, registered email, or mobile number. OnnoTomo disclaims any responsibility for delays in status updates due to technical issues beyond our control.

3. Exchanges

If you would like to exchange an item, please reach out to our Customer Service team at [support@onnotomo.com] to ensure the availability of the replacement item. The process for exchanges is similar to returns, and standard shipping rates may apply for sending out the exchanged item.

4. Order Cancellation

You may cancel your order (partially or fully) for products at any time before it is packed and an invoice is generated.

Before Packing and Invoice Generation:

- Orders can be canceled directly through your account or by contacting us via Contact Us on our website or at support@onnotomo.com.
- Once the cancellation request is received and confirmed, we will process the cancellation and initiate a refund within 10 business days.

After Packing and Invoice Generation:

- If the order is already packed and invoiced, it may no longer be possible to cancel via email or request. In such cases, you may refuse the shipment at the time of delivery, which will initiate the return of the product to us. Once received, we will process a refund according to our Return Policy.

Refusing a Delivery:

- If you decide to cancel after the product has been handed over to our logistics partner, you may refuse the delivery upon arrival. This option also applies if you notice the package is tampered with, damaged, or open upon arrival. Please notify us immediately by emailing support@onnotomo.com or through our Contact Us section.

OnnoTomo.com reserves the right to refuse returns or refunds that do not comply with this policy. Please check each product’s detail page for category-specific return information, and ensure compliance with this policy for a successful return.