If the product arrives and the shipping box is damaged, please do not accept the package. If you are not able to reject the package, please take a picture and take unboxing video for evidence.
Onyx Boox Singapore does not have any refund policy for used items. If the product has hardware or quality problem when arrived, please contact us and we can arrange for replacement within 7 days of item arrival. Alternatively, you may contact us to claim for warranty after the 7-days window.
IMPORTANT: Customers' return & refund requests will be rejected or only get a partial refund in the following circumstances:
1.Refund request will be rejected if the product has been used.
2.Refund request will be rejected if the product arrived after 7 days of receipt of shipment.
3.Refund request will be rejected if the product without any defect or hardware issue arrived after 30 days of receipt of shipment.
4.Refund request will be rejected if the device has been damaged by customers, such as scratches on screen or if the device have been lost by customers.
Within 30 days of receipt of shipment, customers will only get a partial refund to cancel an already confirmed order for personal reasons and the product is without quality issues. In this case, customers must be responsible for shipping and administrative fees to return the products without any hardware issues. Otherwise, your refund request will be rejected.
Warranty Policy
All the Onyx Boox e-readers would have 1 year warranty. Kindly note that similar to other mobile gadgets, it does not include the screen and accidental damages.
Within the warranty period, when there is any issue, you may contact us and if there is a need to repair the hardware (not due to accidents), then you would need to send the device to us locally. If there is a need, we will handle the sending of the device to the manufacturer from our end.
If after the warranty period is over, and there is a need for repair, we can still help on it just that the shipment cost and repair cost would be payable.
Customers' return & refund request will be rejected in the following circumstances:
1.Refund request will be rejected if the product arrived after 14 days of receipt of shipment.
2.Refund request will be rejected if the product without any defect or hardware issue arrived after 30 days of receipt of shipment.
3.Refund request will be rejected if the device has been damaged by customers, such as scratches on screen or if the device have been lost by customers.
Customers will get a full refund in the following circumstances:
1.Wrong item was sent: You will get a full refund after we receive and confirm your package. (Item return or replacement acceptable）
3.Cancel order(Item not shipped): If your package has been shipped and received by our courier agency, even it has no tracking number yet, we could not help cancel your order either.
Within 30 days of receipt of shipment, customers will only get a partial refund to cancel an already confirmed order for personal reasons and the product is without quality issues. In this case, customers must be responsible for shipping fee and customs to return the products without hardware issue. If not, refund request for that reason will be rejected.
Customers will get a partial refund in the following circumstances
1.Personal reason, items complete and packaging unopen, will deduct an administrative fee.
2.Personal reason, items complete but unwrapped and used, will deduct an administrative and restocking fee.
3.Personal reason, items incomplete and used, will deduct a missing items' prices, administrative and restocking fee.
For details please revisit our returns policy or get in touch with us at sales@iluho.com.sg.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed within 14 working days.
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