Return/Refund Policies

What is Etoren Return policy?

You may return your item to us by submitting your return request within 7 days upon item receipt with valid reasons below (see "For which valid reasons can I return an item?").

After 7 days, products may be returned only under warranty coverage. Please refer to Warranty

Please note that return request can only be raised and considered only after parcel is received by customer. Return policy is not applicable and refund cannot be considered due to customer failure/refusal to receive order or abandonment of order by customer.

For which valid reasons can I return an item?

You may return your item if it is due to any of the following reasons:

  1. Damaged(due to shipping)*
  2. Wrong item delivered
  3. Missing parts**
  4. Change of mind***

Please send us a return request via the enquiry form first and await our shipping instructions.

All valid returns must be reported and completed within 7 days (with exception of ones with warranty -12 months) of receiving items.

*Damaged parcels or cosmetic damage must be reported within 24 hours of receipt and return accepted only with shipping damaged declaration by delivery company. Item must keep original condition without any accessory, case, protections used. 

** We will first attempt to send you the missing parts/items. In case we cannot prepare replacement, we will accept return of product.

*** Please refer to FAQ below for more details on Change of mind

Who covers the cost of the return shipping?

For any valid reason for returning (except for the change of mind), so long as the buyer submits a return request within the 7 days upon goods receipt, we will cover the cost of the return shipping.

If buyer submits a return request after the 7th day, buyer will have to pay the cost of the return shipment to us. Upon servicing, we will return product to the buyer at our cost.

 

 How do I return an item?

Step 1

Read return policy

Step 2

Submit online return form

Step 3

Etoren will send you email for pick up information

Step 4

Print out email, insert and pack items in box

Step 5

Items will be picked up by shipping company

If you understood the returns/refund policies in this section and wish to proceed, please send us an Online return request.

The procedure will follow as above. Please ensure to pack your return item(s) in the original packaging along with all accessories packed securely and all other items not supplied in original packaging removed. The best way to pack is using original packaging from shipping company. If you do not have it, please make sure it is packed with appropriate cushioning, preferably padded with bubble wrap or foam packaging.

What happens after I submit an email request for return?

  1. Our customer service agent will contact you shortly to confirm return acceptance
  2. We will provide shipping company information and instruction for pickup.
  3. You will receive an email once your returned item is received at our warehouse
  4. We will evaluate the product based on your return request and update you within 3 working days after receipt of the item

Can I return the product if I changed my mind? Would there be any cost to make the returns?

Yes, you may decide to return the product within 7 days of receipt in case you changed your mind. However, refund policy related to ‘Change of Mind’ applies.
We will make partial refund after deducting these costs:

  • Restocking fee: 30% of product price
  • All cost to refurbish product to Original shipped condition
  • Cost incurred during importation process (duties, shipping, import permit fees etc) in case of delivery duty paid,
Please note that return request can be raised and considered only after parcel is received by customer. Return policy is not applicable and refund cannot be considered due to customer failure/refusal to receive order or abandonment of order by customer.
In cases of any other unlisted returning reasons, we will bear the cost of returns and make full refund as long as it fulfills all Returns Acceptance conditions. Otherwise, a cost to refurbish the product to original condition will be deducted from the amount to be refunded.

 

If I am entitled to a refund, how and when do I get the money back from Etoren?

Refund method is dependent on the payment method used for purchase. Please see the details below:

Payment Method (at the time of purchase) Refund Method Processing Time (after refund is confirmed)
Credit card/Debit card Credit card (to same card only) 5 - 20 working days
Paypal Paypal 5 working days
Cash on Delivery Bank transfer/Store credit 3 - 5 working days

What happens if the return claim is not valid?

If your return claim is not valid, we will not be able to apply our standard customer protection policies. There are 2 options:

  1. The product will be shipped back to you as per condition we received but shipping cost and/or any import duties/fees payable upon re-entering your country will be payable by you.
  2. Apply ‘Change of mind’ under our Return policies. Please refer to Terms and conditions Change of mind

How do I track my return status?

You can track return status on the courier's website using the given tracking number which we have sent to you via email. If you have further enquiries, the shipping companies will be able to provide you a more accurate and updated status of the deliveries.