Ontrove Return Policy
Thank you for your recent purchase at Ontrove.com. We try to make your shopping experiences with us all very pleasant but we understand that occasionally everyone may need to return a purchased product. Please make sure that the following conditions are met if you choose to return an item for a refund:
- Item must not be listed on the Non-Returnable Item List.
- An RMA (Return Merchandise Authorization) Shipping Slip/Label must be requested withing 20 calendar days of item's delivery by completing an RMA Request Form. The RMA Request Form can be found in My Account.
- Item must be return shipped with an RMA Shipping Slip/Label within 10 calendar days of RMA approval (an RMA Shipping Slip/Label will be sent to your account's email address immediately after approval).
- Item must be new, unopened or unused.
- Item must be returned (with all tags intact and undamaged if applicable) in its original packaging, including instructions, warranties, documents, accessories, and any other materials that were provided within the manufacturer's packaging.
If all of the above conditions are met, Ontrove will provide a full refund within 4 weeks of us receiving the returned item. We will also refund a predetermined return shipping cost for any returned items that were as the result of a product defect or due to our error.
We are sorry for the inconvenience but we thank you for shopping at Ontrove.com. If you have any additional comments or questions, please use the Contact Ontrove Form at Ontrove.com.
For exchanges please return the item you wish to exchange using the return policy instructions above. To receive the new desired item, simply purchase the new item at Ontrove.com as you would normally purchase any other item at our site. You will be refunded appropriately for all correctly returned items.
Return Merchandise Authorization (RMA) Request Form:
All returned items require an RMA shipping slip/label. To obtain an RMA shipping slip/label, please sign into My Account and then visit the Return Merchandise Authorization (RMA) Request Form page located: Here.
Please fill out the form within 20 calendar days that item was delivered. An RMA shipping slip/label will be sent to your account's email address immediately after approval. Our customer service representatives will contact you if we need any additional information to fulfill your request.
Once you obtain a Return Merchandise Authorization (RMA) Form Please follow these step-by-step instructions to successfully return your item for a full refund:
- DOWNLOAD and PRINT the attached RMA Shipping Slip/Label PDF file.
- FOLD the RMA Shipping Slip/Label along the dotted lines as directed.
- AFFIX the folded RMA Shipping Slip/Label to the return ship package (you may use the original shipping package if it is still in good condition). Side 1 (the shipping address side) must be affixed face up. Only use clear mailing tape or appropriate clear plastic shipping label sleeves to AFFIX the folded RMA Shipping Slip/Label to the package.
- DROP OFF or schedule a pickup for the return ship package with your preferred parcel service; i.e. UPS, USPS, FedEx, etc. Provide required postage and we strongly suggest buying mail tracking and insurance. Package must be shipped within 10 calendar days of receiving the RMA Approval Email.
- Sit back and relax because you're done! you should receive your full refund within 4 weeks of us receiving the returned item(s).
Non-Returnable Item List:
- Custom made items
- DVD's, CD's, cassette tapes, software, and video games that have been opened or removed from their plastic wrapping
- Computers, laptops, televisions, monitors, cameras, video cameras, and other electronics priced over $50.00 that have been opened, have a broken seal, or have a tampered seal
- Ink cartridges
- Ontrove Discovery Club membership
- Ontrove Gift Cards
- Partial sets, partial gift sets, or individual items sold from case packs
- Perfumes, colognes, and other fragrances
- Other select items that state "non-returnable item" on their product detail page
* Ontrove holds the right to not refund customer accounts for any unauthorized or incorrectly returned items. We also hold the right to refuse all items (at customer's expense) returned in packages that do not have an assigned RMA Shipping Slip/Label correctly displayed on the outside of the package.
**Ontrove.com is not responsible for any articles lost, damaged, or stolen during an item's return shipment.