At OneVibe, we are committed to delivering high-quality mobile cases to our customers. However, if you encounter any issues with a damaged product, please refer to our refund and replacement policy below.
Eligibility for Refund or Replacement:
- Time Frame: Claims for refund or replacement are valid within 7 days of receiving the product.
- Condition: The product must be damaged during shipping or upon delivery. Normal wear and tear from usage is not covered.
- Unboxing Video Required: To process a claim, you must provide an unboxing video as evidence, clearly showing the damaged product upon opening.
Important Step Before Accepting the Package:
- Check the Package Condition: If the package appears visibly damaged, report it to the delivery person in writing before accepting the package. This will ensure proper documentation for further claims.
How to Claim a Refund or Replacement:
- Record an Unboxing Video:
- Record a continuous video from opening the sealed package to discovering the damage. Ensure that:
- The package is shown unopened.
- The process of unboxing is clear.
- The damage on the product is visible.
- Submit a Claim:
- Email support@onevibe.com with:
- Your order number.
- The unboxing video.
- A brief description of the issue.
- Email support@onevibe.com with:
- Review Process:
- We will review your claim and notify you within 3 business days regarding the status of your request.
- Refund or Replacement:
- Once approved, we will process a replacement or full refund based on your preference.
- Refunds will be credited back to your original payment method within 5-7 business days.
Important Notes:
- No Unboxing Video, No Claim: Refunds or replacements cannot be processed without the required unboxing video.
- Non-Refundable Items: Products damaged due to misuse or mishandling after delivery are not eligible for a refund or replacement.
For any questions or further assistance, please reach out to our support team.
Thank you for choosing OneVibe!