Latest Update on June 5, 2023
OMOTON is committed to providing professional and comprehensive after-sales service for every customer. OMOTON offers one-stop after-sales service, including order processing, returns and exchanges, repairs and warranties, logistics tracking, technical support, and more, to ensure that customers enjoy top-notch service and achieve a worry-free shopping experience.
Service policies may be revised and updated in compliance with relevant laws, regulations, and company policies. Revisions and updates shall be reissued and shall take effect on the date of reissuance.
1. Shipping Policy
1.1 OMOTON commits to shipping orders within 48 hours. If there is any delay, OMOTON shall promptly notify customers via email and SMS at least 24 hours before the scheduled shipment, explaining the reason for the delay and providing an estimated shipping time.
1.2 Customers can easily track the progress of their orders by reaching out to OMOTON’s customer service or logging into their accounts. OMOTON shall offer an order tracking link, enabling customers to monitor real-time logistics updates.
2. Exchange Policy
OMOTON shall provide exchange services for eligible customers under certain conditions.
2.1 The exchange period is within 30 working days from the date of product receipt. The exchange period for specific products is subject to the product details page.
2.2 The exchange conditions are as follows:
2.21 The purchased product does not match the product description or has quality issues.
2.22 The original packaging of the returned product is intact, with complete accessories and no damage. The exchange conditions for specific products are subject to the product details page.
2.3 Exchange Process
2.31 Customers shall initiate an exchange request through OMOTON's official website, phone, email, or other channels. The customer shall provide order information, details, and the reason for the exchange and include relevant product images.
2.32 OMOTON shall confirm the exchange request within 24 hours and provide the exchange address and shipping method.
2.33 Customers shall return the goods to the designated address within 48 hours. Any overdue or lost items shall not be processed.
2.34 Upon receiving the returned goods, OMOTON shall ship the new goods within 3-5 working days. If there are any shipping delays, OMOTON will notify the customer separately.
2.4 Exchange Fees
2.41 When the exchange request complies with the conditions set out in clause 2.42, OMOTON shall bear the shipping costs for the exchange. When the exchange request does not meet the specified conditions, the customer shall bear the relevant shipping costs.
2.5 Exchange Handling
2.51 Upon receiving the exchanged goods, OMOTON shall inspect to ensure compliance with the exchange conditions.
2.52 If the exchange meets the requirements, OMOTON shall promptly dispatch the new product for the exchange.
2.53 The warranty period for the exchanged goods shall be recalculated.
3. Warranty and Repair Policy
OMOTON shall provide warranty and repair services for eligible customers under certain conditions.
3.1 OMOTON shall provide a one-year free warranty service. The warranty period for specific products is subject to the product details page.
3.2 The conditions for providing free repair services are as follows:
3.21 The failure of the product or the damage of fragile parts under normal use, but does not include the failure caused by human damage or misuse.
3.22 The product is within the free warranty period.
3.3 Repair Costs
3.31 Repairs are free-of-charge within the warranty period.
3.32 After the product warranty expires, repair and diagnostic fees shall be charged to the customer.
3.4 Repair Method
3.41 OMOTON shall offer repair services based on the product types, and the customer shall be responsible for the shipping cost of the repair service.
4. Return Policy
OMOTON shall provide return services for eligible customers under certain conditions.
4.1 The return period is within 30 working days from the date of receipt of the goods. The return period for special products is subject to the product details page.
4.2 The conditions for providing return services are as follows: 4.21 The purchased product does not match the product description or has quality issues.
4.22 The original packaging of the returned product is intact, with complete accessories and no damage. The exchange conditions for specific products are subject to the product details page.
4.23 The product is not eligible for repair or exchange, or the cost of repair or exchange is prohibitively high. The return conditions for special products are subject to the product details page.
4.3 Return Process
4.31 Customers can initiate a return request, and OMOTON shall provide confirmation of the delivery information and return address within 24 hours.
4.32 Upon receiving the returned goods, customers shall complete the refund process within 3-5 working days.
4.4 Return Fees
4.41 When the return request complies with the conditions set out in clause 4.2, OMOTON shall bear the shipping costs for the exchange. When the return request does not meet the specified conditions, the customer shall bear the relevant shipping costs.
5. Technical Support
During working hours on business days from 9:00 AM to 18:00, OMOTON shall promise to respond no more than 8 hours. Services are not available on statutory holidays. OMOTON shall provide technical support through various channels, including OMOTON's official website, telephone, and social media. We sincerely appreciate your trust and support. If you have any feedback or suggestions regarding our services, please feel free to contact us. We will make every effort to constantly deliver top-notch service quality and provide a superior service experience to every customer.
6. Handling of After-Sales Complaints and Suggestions
6.1 OMOTON has established a comprehensive after-sales complaint management system to collect customer complaints and suggestions through multiple channels. OMOTON commits to providing an initial response within 24 hours and resolving complaints or providing solutions within 3 to 5 working days.
6.2 Customers can submit after-sales complaints and suggestions through OMOTON's official website, telephone, email, social media, and other available channels. We will thoroughly review and track customer feedback, and take appropriate actions to improve our services. Customer satisfaction surveys and quarterly evaluations of after-sales service quality are conducted.
6.3 OMOTON promises to keep every complaint and suggestion confidential and only use them for service quality improvement and employee training after getting the customer's authorization. After the complaint is resolved, customers can participate in a satisfaction survey and evaluation regarding the handling outcome.
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of UK.