Every effort is taken to assure that you receive your order in good condition, in a timely manner. We understand that customers may in rare cases receive damaged or defective products, or may wish to return a product for another reason.
In the event you receive damaged or defective product, you must contact our office during normal business hours within 5 days of the receipt of product. Returns must be cleared by an Oneka Elements customer service representative. If you receive damaged items or defective products please notify us as soon as possible upon receipt of your order and we will arrange to either replace the product or issue you a refund. We can only accept and process returns on new, unused and untested Product. Please contact customer service to see if we can process your request. This must be done within 5 days of delivery. No refunds or exchanges thereafter. Return shipping charges are the responsibility of the user and are not refundable.
Canceled orders may be subject to a 20% restocking fee.
Returns/Exchanges on Product with Free Shipping (Shipping Included in Price): For some items, shipping and handling costs are included in the purchase price. These costs may be listed separately on your invoice. In the event of a return, these shipping and handling costs will be deducted from your refund at the time of processing.
Ecoterre Distribution Ltd. cannot be held responsible for returned products that have failed to be delivered.
Return shipments should be clearly addressed to our warehouse.