Warranty, Return and Refund Policy
Warranty Policy
Ⅰ. ONEXPLAYER and ONE-NETBOOK products are entitled with 1 year warranty service, starting the date when the product is received.
Ⅱ. We provide customer support for non personal damage and hardware problems.
Ⅲ. For product damage caused by customers, you can still contact us through: support@onexplayerstore.com, and we will provide you with further assistance. However, customers may need to bear related costs such as freight and spare parts.
Return & Refund Policy
Ⅰ. You can return any products purchased from onexplayerstore.com that are in "Dead on Arrival" or "Arrival in Damage" conditions within 7 days after receipt. onexplayerstore.com reserves the right to test the returned products that are claimed as "Dead on Arrival" or "Arrival in Damage".
Ⅱ. Any returned product that is damaged through customer misuse, missing parts, or is in unsalable condition due to customer tampering will result in a higher return fee for the customer according to the situation of the product. Returned products due to the reason that are not cleared through customs in time or refused receiving will incur high shipping costs and other related expenses, which will be borne by the customer.
Ⅲ. Onexplayerstore.com does not accept returns for items that have been delivered for more than 7 days.
Ⅳ. During the period from the order creation to 7 days after goods delivery, for refunds due to personal reasons, the customer needs to pay: 5% of the order amount charged by payment method companies such as paypal and KLARNA, and the freight, interception fee and other related charges by the logistics company if required.
Ⅴ. Lost or stolen package: customer should report to the corresponding courier company within 7 days and obtain a complaint number if a package is not received while the tracking system shows Delivered. Once the courier company confirms that the package is lost or stolen, onexplayerstore.com will ship you the same product for free or arrange a refund for you based on the feedback from the courier company.
Regarding refunds for all kinds of reasons, the customer needs to pay 5% of the order amount charged by the payment method companies such as paypal or KLARNA, and other fees are based on the situation.
Return Process
If you have any problems after receiving your item, please send email to our customer service: support@onexplayerstore.com
To guarantee a fast and smooth warranty process:
Please inform us of your order number, describe the issue of the product and provide us pictures that can display the problem.
Once we have received your emails, we will reply to you in 24 hours.
Please do not return your products directly to the address on the package that you have received (that may be the warehouse address). Please use the return address provided by our customer service only.
Package Return
Please inform us of the return tracking number after you returned your items.
In case you have any other questions, please do not hesitate to get in touch with our
Customer Service: support@onexplayerstore.com
Phone Number: +(86) 0755-8243-1686
Package Return Address:
Floor 3, Block C, Yunli Zhigu, 9 Xincun Avenue, Bantian, Longgang District, Shenzhen, Shenzhen, GD, 518000, China