- Customer Safety and Protection
- Dispute
- General
- Product Exchange
- Product Shipping and Packaging
- Returns and Refunds
- Shipping
If the tracking module on Onar Prime is not working, we recommend visiting this link for more details on your shipment: https://global.cainiao.com/. Enter the provided tracking number to track your package.
Often, when the shipment arrives in the destination country, the tracking number can change. This happens because the package is handed over to the local courier for final delivery. For more details on your shipment, please enter the provided tracking number at this link: https://global.cainiao.com/.
If a package is refused without a valid reason, we will deduct the original shipping costs and the return shipping costs from the total refund. You need to provide the refusal documentation issued by the courier to verify the validity of the refusal. Without this documentation, we will not be able to process the refund. In some cases, if the shipping costs are less than €20, we will withhold 25% of the price paid for the product.
For certain items, the brand logo may not be present. This is done to streamline the production process and reduce costs, allowing us to offer you the best prices. Be assured that the products are genuine and meet our quality standards. If you have any questions about your order, please reach out to our customer service.
To reduce shipping costs and minimize our environmental impact, some products might be sent without their original packaging. Rest assured, this does not affect the quality or authenticity of the product. If you have any concerns about your order, please contact our customer service.
Don’t worry, it can happen that some sellers try to contact customers to provide updates or request additional information. However, to ensure your safety, please follow these steps:
- Do not share sensitive information: Do not provide personal data, credit card numbers, or other sensitive information via WhatsApp.
- Block the number: To avoid possible scam attempts, immediately block the sender’s number on WhatsApp.
- Contact us directly: Forward the received message to our customer service at onarprime@gmail.com or through our contact form on the website. Our team will handle the communication with the seller to ensure your safety and privacy.
- Wait for our instructions: Once we receive your message, we will contact you as soon as possible to provide assistance and instructions on how to proceed.
It is possible that the seller may mention that your order appears on AliExpress. Rest assured that we manage orders with global suppliers to offer the best prices and products. If you have any doubts regarding your order, please contact us directly.
Our goal is to ensure your satisfaction and safety throughout the purchasing process. For any questions or need for assistance, our customer service is always at your disposal.
Opening a dispute on PayPal could result in the suspension of your Onar Prime account for security reasons and you might incur return shipping costs. Your security and satisfaction are our top priority, and we want to assure you that any issue you are facing will be resolved in the most effective way possible.
To avoid complications and ensure a quick resolution of your issue, we invite you to contact our customer service directly through the link https://support.onarprime.net. Our expert team is ready to assist you and resolve any problems you may have.
We appreciate your understanding and cooperation in this matter. We are here for you and will do our best to ensure you receive the best possible support.
If the package is returned due to an incorrect address, we will proceed as follows:
- Notification: We will inform you as soon as the package is returned to us by the courier.
- Address Correction: We will ask you to provide the correct address so that we can resend the package.
- Reshipping: Once we receive the correct address, we will resend the package. Please note that additional shipping charges may apply for the new shipment.
- Refund: If you prefer, you can request a full refund as soon as the package is returned to us.
If the information collected is not sufficient to establish any liability, Onar Prime will file a formal complaint with the competent authorities, including all collected documentation. We will remain available to the authorities for any clarification so that the investigation can identify a potential culprit as soon as possible. The refund will be suspended until the contested facts are verified and any wrongdoing is determined by the judiciary.
Usually within 7 working days, Onar Prime will provide you with the outcome of the case or request additional information useful for the investigation. If the case is accepted, we will process a full refund for your order.
Onar Prime will conduct an internal investigation, gathering all necessary information and informing the target branch of the incident. The courier may also carry out an internal investigation and send the driver back to the delivery location for further checks.
Onar Prime will verify the accuracy of the address and if it is the same as the one you indicated then Onar Prime is absolutely not responsible.
If you are sure that no one you know collected the shipment on your behalf, you can open a signature rejection case by informing us of the incident by opening a support ticket
We understand that such situations can result from distractions, theft, false declarations, fraud, or online scams. We take every report very seriously and are committed to ensuring maximum security and transparency for our customers, employees, partners, and suppliers.
If the courier tracking indicates that the shipment has been delivered but you have not received it, please carry out the following checks:
- Check with the concierge: If you live in a building with concierge service, verify if the package was left with the concierge.
- Verify with housemates: If other people live at your address, check if the package was delivered to them.
- Ask your neighbors: Make sure the package was not delivered to your neighbors.
Sometimes, someone close to you might have collected the shipment on your behalf. Please perform these checks before proceeding with a report.
The refund will be issued to the original payment method used for the purchase. You will receive a confirmation of the refund via email with the transaction details.
Once we receive the returned product and verify its condition, we will process the refund. The time required to complete the refund may vary depending on the payment method and the policies of the issuing bank, usually ranging from 5 to 10 business days.
The shipping costs for the return will be the customer’s responsibility, unless the return is due to our error or a product defect.
To request a product return and refund, you need to contact our customer service, providing the order details and the reason for the return. We will provide you with instructions on how to proceed with the return and send back the product.
We will make every effort to expedite the exchange process. Once the exchange is processed, we will ship the requested new product to you. The delivery time will depend on your location and the shipping service used.
After shipping the product for exchange, we recommend providing us with the tracking number or proof of delivery. Once we receive the product, we will proceed with the verification of its condition and process the exchange.
The customer will be responsible for the shipping costs for the product exchange.
To request a product exchange, you need to contact our customer service, providing the order details and explaining the reason for the exchange. We will then provide you with the shipping address where you should send the returned product.
Shipping times may vary depending on the product
The cart shows the estimated shipping time and in case of delays the customer will be notified by email or telephone call
For items sold by us, we ship them all over the world.
For items from sellers who sell on Onar Prime, the shipping areas served vary depending on the seller, you can still find out by adding the product to the cart and check if your area is served or not.
