Refund policy
By placing an order with ONBELY, you agree to the following terms. We have established these policies to ensure you fully understand our refund and return policy and related procedures. These policies apply to France.
*Note: Whenever your order status is updated, such as successful payment, shipment of goods, etc., we will notify you by email. If you do not receive these email notifications, please contact us at our official email address: support@onbely.com.
Return Policy:
1.We accept returns without giving a reason within 30 calendar days of the date you received your package. Items must be returned in their original, unused condition with all tags attached.
2.Please do not return items to the sender's address indicated on the package you received. Returns will not be accepted without prior authorization.
Return Instructions:
1. Return shipping costs are the responsibility of the buyer. Only in cases of product quality issues, incorrect delivery, or missing items will ONBELY be responsible for return shipping costs.
2. Quality issues include: product damage or defects, manufacturing flaws, and fading.
3. Refund amounts after returns do not include the original shipping costs.
4. Return requests must be submitted within 30 days of receiving the package.
5. Swimwear, underwear, clearance items, and clothing containing fragrance cannot be returned.
6. Returned merchandise must be unused, unwashed, and unaltered, and must retain its original tags and packaging.
7. Please use the postal service to send the return. If we do not receive the package returned by the carrier, the buyer will be responsible for the loss.
Return Process
1. Submit a return request: Contact us by email and send your return request to support@onbely.com, including your order number and the reason for the return.
2. Confirm the return request: We will reply to your email within one business day to confirm your return request.
3. Return: After receiving the return confirmation, please use the post office to return the item to our address. Once shipped, please record the weight of your package and obtain a tracking number.
4. Provide package information: After returning the item, please email the package weight and the carrier's tracking number to customer service (support@onbely.com) so we can track the status of your return. 5. Item Inspection: Once we receive your returned item, we will inspect it within 2 business days to ensure it meets our return policy.
6. Refund Processing: If the item meets our return policy, we will process the refund within 3 business days (processing time depends on your payment method and bank). Refunds will be issued to the original payment account used for the order.
Autres notes:
1. Due to lighting during photography and monitor settings, the actual color may differ slightly from the color shown on the website; this is not a product quality issue.
2. Dissatisfaction resulting from changes in style, color, or personal preferences is also not considered a quality issue.
3. Damage caused by improper use, washing, maintenance, care, personal repair, modification, or other intentional factors is not considered a quality issue.
4. We recommend referring to our size chart when making a purchase decision. Returns due to sizing issues are not considered product quality problems.
5. Even if items are the same size, minor differences may exist due to variations in design and style. Please rely on the actual measurements for accuracy.
Replacement Policy:
1. Currently, we do not offer an exchange service. If you wish to replace a product, please return the original item and then place a new order for the desired product.
2. In the event of quality issues, incorrect shipments, or missed shipments, we provide a return service and cover the shipping costs.
Order Cancellation Policy:
1.If payment for your order has not been received once your order has been shipped, you can cancel it at any time.
2.You will receive a shipping confirmation email when your order is shipped. Before receiving this email, you can contact our customer service to cancel your order.
3. Once an order has shipped, it unfortunately cannot be canceled, but you can initiate the return process.
Restocking Fee:
We do not charge a restocking fee for returns.
Other Frequently Asked Questions:
Q: My package says it has been delivered, but I haven't received it. What should I do?
A: If the tracking information shows that your package has been delivered but you haven't received it, please first check if someone else, such as a family member or neighbor, may have received it. If it is confirmed that other people have not received their express delivery, please contact the express company immediately and provide the relevant order and receipt information. If the courier company is unable to resolve the issue, please contact us, and we will assist you.
Q: The package I received was damaged in transit or returned. What should I do?
A: If your package was damaged in transit or returned, please contact us immediately, providing relevant photos and your order information. We will address your situation as quickly as possible and offer a refund or reshipment solution, depending on the specific circumstances.
Q: I want to change the shipping information for my order. What should I do?
A: If you wish to change the shipping information for your order, please contact us as soon as possible. We will do our best to accommodate your change request before the package is shipped. However, once the package has been shipped, the shipping information cannot be changed.
CONTACT INFORMATION
- Phone: +1 (607) 597-5654
- Email: support@onbely.com
- Customer Service Hours: Weekdays: 9:00 AM to 6:00 PM (GMT+8); Weekends and Holidays: 10:00 AM to 4:00 PM (GMT+8)