Refunds & Returns

At S-Online.biz, we want you to be completely satisfied with your purchase. If for any reason you are not happy with the products you’ve ordered, we offer a 30-day return and refund policy. Please read through the details below to understand how the return and refund process works.

1. Return Period

You have 30 days from the date of delivery to return an item if you are not fully satisfied with your purchase. After this 30-day period, we are unable to accept returns or issue refunds.

2. Eligibility for Return

To be eligible for a return, the following conditions must be met:

• Unopened and Unused: The item must be in new, unused condition, and must not show any signs of damage, wear, or alteration.

• Original Packaging: The product must be returned in its original packaging with all tags, labels, and accompanying materials.

• Proof of Purchase: A valid receipt or proof of purchase is required for all returns.

If the item does not meet these criteria, we reserve the right to refuse the return or charge a restocking fee.

3. Non-Returnable Items

The following items are non-returnable and cannot be refunded:

• Custom-made or personalized items.

• Gift cards.

• Final sale or clearance items (if indicated).

If you’re unsure whether your item qualifies for return, please feel free to contact our customer service team for clarification.

4. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact Our Customer Service Team:
   Reach out to us at [email protected] within 30 days of receiving your order. Provide your order number, the item(s) you wish to return, and the reason for the return.

2. Return Authorization:
   Once we receive your return request, we will send you a Return Authorization (RA) number and further instructions on how to proceed with the return.

3. Shipping the Item Back:
   Pack the item securely in its original packaging, along with all included materials. You are responsible for the cost of return shipping unless the return is due to our error (e.g., receiving a damaged or incorrect item).

4. Shipping Address:
   Once your RA number is issued, we will provide you with the correct return address.

5. Return Shipping Costs

• Customer Responsibility:
  In most cases, the customer is responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure the return is delivered safely. We are not responsible for lost or damaged returns during transit.

• Free Return Shipping:
  If the return is due to our error (e.g., you received a defective item or the wrong product), we will provide a prepaid return label and cover the return shipping cost.

6. Refunds

Once we receive and inspect the returned item, we will process your refund. Refunds are generally issued within 5-10 business days after we receive the returned product.

• Refund Method:
  Refunds will be issued to the original payment method. Please note that shipping fees are non-refundable, and the cost of return shipping (unless due to our error) will be deducted from your refund.

• Restocking Fee:
  In certain cases, a restocking fee of up to 15% may be applied if the returned item is not in resellable condition (e.g., it is damaged, missing parts, or the packaging is opened).

7. Exchanges

At this time, we do not offer direct exchanges. If you would like to exchange an item for a different product, please return the original item for a refund and place a new order for the desired item.

8. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact our customer service team immediately within 7 days of receiving the product. We will:

• Provide a prepaid return label for the damaged item.

• Offer a full refund or a replacement item, depending on your preference and availability.

Please provide clear photos of the damage or defect when contacting us to expedite the process.

9. Refund Processing Time

Refunds are typically processed within 5-10 business days after we receive the returned product. However, depending on your payment provider, it may take additional time for the funds to appear in your account.

10. Contact Us

If you have any questions or need assistance with the return process, please don’t hesitate to reach out to our customer service team:

S-Online.biz
Email: [email protected]