Refund policy

Refund & Cancellation Policy

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Returns:
Our policy lasts 30 days. If 30 days have gone by since you have received your purchase, or it was marked as "delivered", we unfortunately can’t offer you a refund or exchange.

To be eligible for a return not due to defectiveness or damage, your item must be unused and in the same condition that you received it. It must also be in the original packaging.  To return items for cosmetic damage, please do not open the products unless instructed to do, as they may not be eligible for return if opened, even if there is cosmetic damage.

Some items will not be eligible for return for any reason, and may or may not be noted as such.  The eligibility is fully up to our discretion.  

A 10%-25% restocking fee may or may not be charged.

Please email us at orders@getondown.com to initiate a return. To complete your return, we require a receipt or proof of purchase.

We do not accept returns on any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds (if applicable):
Once we confirm you item is eligible for return and provide you return instructions, you have 30 days to get the item back to us.  Items received after that may not be refunded.  Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@getondown.com to initiate an exchange.  Exchanges are available on a case by case basis and eligibility will depend on availability of parts and/or items.

Shipping:
To return your product, please email us first to begin the process- orders@getondown.com

You will be responsible for paying for your own shipping costs for returning your item. The original shipping costs to ship the item that you wish to return are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Cancellation by seller:

We reserve the right to cancel any order before it ships, for any reason.