Refund policy

Return and Refund Policy

Products sold by OntProduct (operated by IVYSOURCE LIMITED) may be returned in accordance with the terms below.

1. Return Window: Unopened merchandise in original, undamaged packaging may be returned within 90 days of the original invoice date for a refund of the product price. Shipping, insurance, and handling charges are non-refundable.
2. RMA Required: All returns require an RMA (Return Merchandise Authorization) number issued by OntProduct before the item is shipped back. To request an RMA number, email contact@ontproduct.com with your order number and the reason for the return. Merchandise returned without a valid RMA number will be refused.
3. Opened Merchandise: Opened items returned with ALL original packaging, parts, manuals, warranty cards, and accessories within the 90-day window may be eligible for a refund after inspection. Please allow 5 to 10 business days after we receive the return for testing and refund processing.
4. Condition Requirements: Returned merchandise must not be physically damaged or altered, including damage caused by improper installation, bent pins, or modifications not approved by the manufacturer. Special-order products and items marked "No Returns" are not eligible for return or exchange.
5. Return Shipping: The customer is responsible for return shipping costs and bears the risk of loss during return transit. Please use a reputable carrier that provides tracking, proof of delivery, and insurance for the full value of the shipment.
6. Incomplete Returns: Returned products must be 100% complete and in resellable condition. If any component is missing, the return may be rejected or a charge for the missing component may be deducted from the refund.
7. Product Warranty: Products are covered by a 2-year replacement warranty against manufacturing defects from the original invoice date. Warranty claims after 2 years are handled directly by the product manufacturer.
8. Refund Method: Approved refunds are issued to the original payment method used at checkout.

Contact for Returns

Email: contact@ontproduct.com
Phone: +852 5408 5647
Address: UNIT G32, 8/F JC TOWER, 91 WAI YIP STREET, KWUN TONG, KOWLOON, HONG KONG