Refund & Warranty Policy

Refund Policy

Returns

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in original packaging. It must not be assembled and or disassembled. Items bought at a discounted price are final sale. There will be a 5% cancellation fee deductible for all returns or order cancellations. 

To complete your return, we require a receipt of proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)

  • Any item that has been opened is subject to 10% restocking fee deductible from total sale price
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned after 7 days from delivery

If you wish to return or exchange your item, please email us at support@onlinesuq.com. Returns can only be processed via email. Please do not call our sales line to start process for your return/exchange.

Refunds (if applicable)

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 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 method of payment.  It may take up to 7 business days.

Late or missing refund (if applicable)

If you have not received a refund yet, first check your method of payment again.  For example: your bank account or your credit card.

Then contact your bank or your credit card company, it may take some time on their end before the refund is officially posted.

Order Cancellation

If you have placed an order and would like to cancel the order, there will be a 5% cancellation fee deductible for all cancellations.

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 support@onlinesuq.com

Gifts

If the item was marked as a gift when purchase and shipped directly to you, you will receive a gift credit for the value of your return.  Once the returned product is received, a gift certificate will be emailed to you.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to them to give you later, we will only refund the original buyer of the product.

Shipping 

We're currently offering FREE SHIPPING CANADA wide on all Electronically Operated Products for $250 and up. 

To return your product, please contact us at support@onlinesuq.com for further details and shipping information. You will be responsible for paying your own shipping costs for returning your product. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you are located, the time it may take for your exchanged product to reach to you, may vary. If you are shipping a product over $75, you should consider using a trackable shipping service or purchasing shipping insurance.

Warranty Policy

We have the expert support team ready via phone and email, along with parts and support videos. We offer spare parts for every item we sell for our customers only who purchased an item on onlinesuq.com or in person from our store. In rare situations that we are not able to troubleshoot an issue via phone or email, you may need to send the item in for a warranty claim. In this case please contact us for detailed instructions before you send in your product.

 

Scope of Warranty

Onlinesuq warrants each product to be free of defects in materials or workmanship for 3 months. The warranty is limited to the replacement of the faulty part and does not cover shipping costs. The following conditions are not covered by our warranty:

  • Products that are NOT purchased directly from us.
  • Damages caused by the customer of any kind, including, but not limited to:
    • damage resulting from abuse or misuse of the product;
    • damage resulting from normal wear and tear;
    • damage resulting from tampering, customization, or modifications by the customer;
    • and damage resulting from exposure to heat, cold, water, snow, or other hazardous environments or agents.
  • Failure to follow the minimum maintenance requirements.
  • Lost, stolen, or vandalized products
  • Damage caused by an accident.
  • Damage resulting from commercial or rental use of the product.

 

Warranty Claim Procedures:

When you need to file a warranty claim, please email us at support@onlinesuq.com and include in your email a copy of your invoice/receipt, order date, product name, the reason for a warranty claim, name of the purchaser, delivery address and phone number, along with the issue encountered and/or part needing replacement. You may be asked to return the original defective part before we can send you a replacement. We will get you the necessary component in a timely manner once we approve your warranty claim.

 

Damages during Shipping:

Please contact us IMMEDIATELY (within three (3) days after the date the product is delivered) with photos of damages during shipping and wait for further instructions. Original box and all packaging are REQUIRED to process the exchange on the damaged item. Please DO NOT assemble the product until we assess damage photos. In most cases, we will send out the part that was damaged during transportation so it will not warrant a return. In most cases, we will return and replace your item with the exact same model if the damaged parts cannot be replaced.

 

Package Theft AFTER Deliver:

While we do insure all packages with the shipping companies we use for lost or damaged items, OnlineSuq is not responsible for stolen packages AFTER they have been delivered to the recipient. Once the item is delivered by the shipping courier it is now considered the buyer’s property even if they are not home and did not sign for the package It is the buyer’s responsibility to protect the item from theft after delivering. It is recommended to track your package with the tracking information we provided and make an arrangement with the shipping company to be present to receive your item as some items may not require a signature.