Revised on December 25, 2017
All our products have a 30 days warranty with us, except specific cases where products are marked with longer or shorter warranty periods. If the manufacturer has a longer than 30 days warranty period, then the first 30 days will be covered by us and the remaining will be covered by the manufacturer. That will ensure a faster service in the event that you need to claim a warranty.
Each product has a “Warranty” tab in the information page. If you do not see such tab, or if the tab is shown, but has the generic warranty message, it means that the product has the default 30-day warranty. Special warranty notifications will only show in special cases where warranty has longer or shorter periods. For some products, besides the default warranty, a premium extended warranty is offered, based in a 1 or 2 years extensions. Availability of this warranty extensions will also be notified in the “warranty” tab of the product’s information page.
In refund or replacement cases, most of the times, the original product in the original box and documents, if any, will be required. If a return is requested based on “not needed” reasons, the box must be unopened. Otherwise, a different agreement must be negotiated.
IMPORTANT: Return shipments must be fully covered by the customer (customer’s expense) and an RMA case MUST be previously opened and approved for it to be accepted. For opening a warranty claim case, please login to your account at 2-Order.com, click on “My Account” form the top menu, then click on “My Orders” from the lower menu and finally click on “View” on the specific order you wish to open an RMA.
Depending on product’s price, a replacement or refund action could be taken, only in cases which are different from the cases listed in the paragraph below.
REFUNDS AND REPLACEMENTS
2-Order.com may, but are under no obligation to, honor requests for refunds or replacements for the following reasons:
Non-delivery of the product or damaged product:
In the unlikely event that you do not receive your package due to an issue with the mail or courier service (lost package), depending on the price of the product, 2-Order.com may require you to first submit proof that you have submitted a report to the mail service or courier company describing the missing item, before issuing a refund or sending a replacement. This same rule will apply for products that could be damaged in shipment.
Note: We can not give refunds on packages temporarily or permanently held by Customs. If in doubt, you must always check with local authorities if the merchandise you wish to order from us is allowed to be imported in your country. Import fees, duties and taxes are a responsibility of the buyer.
A refund request based on “Product nos as described” reasons is addressed on a case-by-case basis and subject to our approval. To prevent this kind of claim from arising, every customer is encouraged to check videos or pictures of the product if available (screen shots) before making a purchase, specially to check on model or part numbers if available in the product’s information page.
In the event that you order a product and after it is being shipped or delivered, you decide that you do not need the product or you mistakenly ordered the wrong product, or if you simply do not want it for any reason not covered in the above paragraphs, it could be returned for a refund if the product is unused and the package unopened. For this, please note that certain rules apply; (1) return shipment charges must be covered by the customer, (2) a 15% restocking fee will be charged before a refund is issued, (3) an RMA must be opened by the customer and (4) we reserve the rights to accept or decline the return/refund case on a case by case basis. If the package arrive in perfect conditions, the 15% restocking fee might not be applied.
Most of our products are free shipped, but if any shipping fee was charged to your specific order, either because (1) the specific product was not listed as “free shipping” or (2) because the customer required a faster shipment method when ordered the product, such charges can not be refunded in a refund/return request situation. Shipment services are services provided by third parties and are not refundable, unless special situations, like a lost or damaged package and in such cases, the refund is issued by the mail service or courier company if they offer any insurance and after a proper claim is filed. So depending on the case, for products “not needed” which meet the “unopened” and/or “unused” requirements, you may receive a full refund of the total paid, or a net refund of [total paid – 15%] on free shipped orders or a net refund of [total paid – 15% – original shipping charge].
If you realize that you do not need the product or that you made an order by mistake, please contact us before the next 24 hours after the order was done, so we can cancel the order and issue a FULL refund. After 24 hours, the “Net” refund described in the paragraph above will apply.
If you have problems that prevent you from downloading the product, we recommend that you first contact us for support for sorting the problem and in case of no avail, we would try an alternative method so the digital goods could be delivered to the customer. If the problem persists and the product can not be downloaded for any reason, the order would be canceled and a refund issued. Please note that a refund can not be issued if the product was partially or fully downloaded.
A no-download situation happens sometimes due to configuration on customer’s side, like their browser, firewall, or network for example. Please make sure to check on those if you ever experience a problem downloading any digital product.