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Return & Replacement
Return & replacement principle
Ong2u is committed to eliminating all your worries in international online shopping!

In order to ensure your shopping convenience and safety, Ong2u has corresponding standards for each purchasing process, including return and replacement of goods.

If the packaging of the parcel you receive is damaged, or the parcel has obvious signs of manual split-off, please do not sign for the package. Otherwise, in accordance with the express transportation regulations, the recipient's signing for the parcel means the parcel is accepted. We will not be able to recover your losses after you sign for the parcel.

1. Wrong delivery, inferior quality or damaged goods
If the above problems occur on the goods you received, please take a photo of the goods and packages, and send the photo with description to our support mailbox. We will handle the case for you and reply within three days.

2. Quality problem with goods
If a quality problem occurs with the goods you purchased, you can entrust us to contact the domestic merchant for return/exchange as long as the warranty period has not expired and both the original purchase voucher and the product quality warranty card are available.

For goods that meet the terms for return/exchange, Ong2u will send them to the domestic merchant, and ship the repaired or exchanged goods to you. As each seller/manufacturer has unique principle and way of handling product quality problem (subject to the content of quality warranty card), your requirements may not be completely met, but we will strive to give you maximum benefits. Your satisfaction is our primary motivation. The service is offered free of charge, but you must be responsible for the shipping cost. We reserve the right to refuse purchasing goods that do not meet quality warranty terms for you.

In any of the following circumstances, we will not accept your return/exchange request:
1. The goods are changed, not in the original form, or any component is lost;
2. The goods are unpackaged, e.g. software pack, CD, DVD and cassette tape; or
3. Goods without original purchase voucher.

Special notes:
Please be very careful when you shop at Taobao, eBay and other C2C websites as there may be illegal business behaviors with individual sellers and it will be difficult to handle return/exchange for you in that case.
Return & replacement process
Step 1:
If you need to return or replace goods because of your dissatisfaction with the goods or other issues, please send an email to Ong2u customer service, detailing the reasons for goods return/replacement.

Step 2:
After receiving your application, Ong2u customer service will communicate with the seller. If the domestic seller accepts return/replacement, Ong2u customer service will contact you by email to inform you the return/replacement details.

Step 3:
After you acknowledge the return/replacement details, you will need to send related items to Ong2u warehouse, including: goods, original purchase voucher, original packaging, and a copy of return review e-mail sent by Ong2u to you.

Please note:
For the goods requesting return/replacement, please be sure to send them back to Ong2u within the period agreed through consultations for return. Also, because the international return/replacement requires considerable time (usually a month or more), please be patient in the process of return/replacement, Ong2u will keep you informed of the progress of return/replacement. (With respect to the return/replacement responsibility that is irrelevant to Ong2u, the buyer shall bear all costs generated by return/replacement)
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