We are a reputable, established business with an excellent reputation for innovation and quality products. However, occasionally, it is possible that one of our products is defective as shipped or may fail in normal use as a result of defective material or workmanship. Whenever that occurs and when product is under warranty, our goal is to stand behind our products and remedy the situation by ensuring we replace the defective product quickly and at no cost to the buyer.
Since we value both our own reputation and that of our customers, and in order to maintain both, it is important that the following policies be stated and understood:.
All products are offered with a 30-day " buyers remorse" return policy if the purchaser is not satisfied for any reason with the product purchased.
Purchaser must request and receive a Return Merchandise Authorization (RMA) Number before returning any item. You can request through Onlygel a return using the original order number that you placed. If unable to complete this process through Onlygel.com, please call our customer service department at 877-977-8986 and we will assist you with manually completing your return request.
Once we receive the returned product in undamaged, resaleable condition, we will refund the original item purchase price, less a %15 restocking fee in order for us to partially recover our own incurred original shipping cost for item purchased with free shipping. Where free shipping was not offered, and the buyer paid for Standard or Expedited shipping no restocking fee will be applied and we will refund 100% of the item price. The purchaser is also responsible for shipping costs for returned items which will not be reimbursed by us.
Only resaleable items in their original condition may be returned for a refund.
Alternatively, at the purchaser’s option, the refund amount for any returned product can be applied as an in-store credit for a future purchase of any item on our website. In-store credits must be used within 90 days of issue after which time they will expire.
Original shipping and handling costs will not be reimbursed. The purchaser is responsible for all shipping costs for returned items which will not be reimbursed by us.
All products purchased have a one-year (1 year) warranty when used as purchased and when not modified or installed by the customer or user as a component of any other product. Whenever product fails in normal use as a direct result of a defect in materials or workmanship within the warranty period from date of purchase, we will at our sole option do one of the following:
- replace the defective product with a new version having the same design and function or
- refund the original invoiced purchase price to the original purchaser.
However, you must first notify us to obtain a Defective Merchandise (DMA) Authorization Number before returning the product. If, upon receipt and inspection by us of the claimed defective product, we determine that the failure is a direct result of a defect in materials and/or workmanship, we will honor our Warranty promptly.
PLEASE NOTE: We cannot accept receipt of returned merchandise or honor any warranty or refund request for returned merchandise unless we have issued either an RMA# or DMA#. The RMA# or DMA# should also be clearly identified on the outside label of the returned Merchandise Package.
Please contact our Customer Service Department at 1- 877-977-8986 or by email at Customerservice@onlygel.com to request an RMA# or DMA#. Products should be returned to the originating address as shown on your shipping documents.
Once the returned product is received in our facility and the refund approved, we will process your credit within 48 hours of approval.
Once processed by us, the credit may take up to 72 hours to post to your account for credit card customers.
If the original purchase was made by check, a refund check for the credited return will be issued only to the original purchaser as payee and mailed to the original billing address unless the purchaser requests otherwise in writing or by e-mail.