Refund & Exchange Policy
Order Modifications or Cancellations
Once payment for an order is successfully processed, the fulfillment and shipping process will begin. We cannot modify, cancel, or combine orders for which payment has been received.
Replacements For Damaged Or Defective Items
Our replacement policy lasts 14 days since the date marked as delivered, up to a maximum of 35 days from the shipment date according to shipping tracking. After this period, unfortunately we can’t offer you a replacement.
If you suspect that the items you purchased might be defective or non-visibly damaged, please open a support ticket at our Help Desk so we can help troubleshoot and determine if the item is truly defective or damaged.
If your issue is hardware-related, please provide the following information in your claim:
- A couple of high-quality overhead and side photos of the products powered ON/connected to your PC
- Your Onion Store order ID #
- Confirmation of mailing address
If you believe the issue is software-related, please create a post on our community forum at https://community.onion.io/ with the following information:
- Product name(s)
- Terminal output
- Photos of your products powered ON/connected to your PC
My ordered item(s) was Returned to Sender – what happened?!
Many things can happen in the delivery process, and packages can get held up for reasons beyond our control.
Until we receive the returned items (which may take weeks to months), you will have to place a new order. If and when we receive the returned items in their original condition, we will process a refund for that order minus any returned shipment charge we incur.
Thanks so much for your support and understanding. If you have any questions that were not answered here, please contact us.
My Delivered package is missing item(s)
We have expanded our inventory and your package might be fulfilled from two different warehouses, hence there are two (or more) packages that is on its way to you! Packages could be delivered all in the same day or within a couple of days in between.
If your package is missing one or several items, please, do not throw away shipping boxes! Inform us right away by submitting a ticket to our helpdesk, no later than 3 days after receiving the parcel and provide a detailed picture of the shipping box and a packing label/slip along with the items that you received. We will not re-ship items without the above!