How do I return an item?

How do I return an item?

If the products are significantly damaged or defective, please contact us(support@TheOnSale.com or call 646-820-2228) within 7 days from the date that you received the product. Please refer below for Return Guide Lines. All returns are accepted if the product is in RESALABLE condition. It is recommended that you the buyer purchase insurance for return shipments.

Attention: All products returned must be authorized by TheOnSale.com. Please email support@TheOnSale.com or call 646-820-2228 for return authorization. All authorized return items will receive a return merchandise authorization number (RMA). All the return products without RMA# are not acceptable.

Furthermore, before you decide to return the products, please understand that TheOnSale.com will definitely decline the returns if you are in one of the following situations:

# Returns without the RMA number (Return Merchandise Authorization Number).
# Returns are requested more than 7 days from the date you received the products.
# All opened, used, or partially used products are not returnable and exchangeable to TheOnSale.com. Except the products are already damaged or defective when you received them.
# All return products must be in original condition and packaging, and we cannot take returns of products that have been assembled or modified.



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The return policy of damaged or defective products:

a. Can I cancel my order after I placed the order?
Order Cancellation Policy: We will refund your order if you cancel before shipped from our warehouse. Otherwise all orders are shipped out, therefore cancellation will be impossible. Thus a 20% restock fee will apply after an order is shipped if returned or cancellation.

b. The product I received is defective or damaged, what can I do?
Please contact us (support@TheOnSale.com or call 646-820-2228) to request a RMA# within 7 days from the date you received the products. All authorized return item with RMA# must be shipped back to TheOnSale.com within 10 days of the RMA issued day.

Attention: All the return products without RMA# are not acceptable. The customers must be responsible for all the cost and loss (shipment fee etc.,) if their returns have no RMA#.

c. What if I realize that the product has problems after 7 days I received the product?
You have to contact the product manufacturer, which will provide any service, warranty and support.

d. Are defective, or damaged products exchangeable with other models or products?
No, we can only exchange with the same model of the defective or damaged products. Products that are discontinued by manufacturer are manufactured recall-products must be returned to manufacturer.

e. Who is going to pay the return shipping fee of the defective, damaged or insufficient products?
After TheOnSale.com verifies that the returned product is significantly defective, damaged or insufficient, we will pay you the shipping fee of the return products. TheOnSale.com will pay for the shipping cost of the return and reship products to the customers.

Attention: We only agree to pay for the ground shipping or regular mail service. Customers will be responsible to pay for the extra cost if they choose any kind of express mail service. TheOnSale.com reserves the right to adjust the shipping fee.

f. What if the replacement product still has problems?
All the replacements are carefully verified and tested by us before they are shipped out. If problems still occur, please contact the original manufacturer, which will provide any service, warranty and support of the products.

g. Is COD shipment acceptable?
COD shipments will not be accepted; We are not responsible for lost or stolen package, We recommend using a courier that can track your package with a tracking number, and buy insurance for your return shipment.

h. What is TheOnSale.com's return address?
After obtaining the RMA#, the return address will provide.

If you have further questions, please call: 646-820-2228.
Office hours: Monday to Friday; 10:00 am to 6:00pm (EST)

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The return policy of unopened and non-defective products:

a. Can I exchange the unopened products for another kind (model) of product(s)?
Yes, if the products are not opened and unused, you can request for exchanging a new product with the same or higher price (but need to pay for the difference). Please contact us (support@TheOnSale.com or call 646-820-2228) within 7 days from the date you received the products. All authorized return items will receive a return authorization number (RMA). You must send back the return products in original condition and packaging within 10 days of the RMA issued day. (Products eligible for return must be returned in 100% brand new condition and undamaged).

b. Do I need to pay the shipping fee for the returned products?
Yes, you need to pay both return products and exchange products shipping fee.

c. Are the unopened and non-defective products refundable?
Yes, if the purchased products are unopened and unused, customers can request to return the products within 7 days that you received your products and get (a) refunded, (b) store credits.

(a) get refunded: a 20% restocking fee will apply to all refunded items which are non-defective and unopened; if the previous shipping fee is free, $6.95 shipping fee will be deducted. The remaining amount of credits after the deduction will be stored back to the customer's credit card account (or mail by check).

(b) get store credit: if the previous shipment fee is free, $6.95 shipment fee will be deducted. The remaining amount of credits after the deduction will be stored into your TheOnSale.com shopping cart account. This amount of credit will be available and usable when you are shopping in TheOnSale.com again next time. (But this amount of credit is only usable once. For example, your amount of credit is $50, and you spend $48 on your shopping on TheOnSale.com. No change will be given back to you, which means you spend $50 on your shopping).

Attention: Please contact us (support@TheOnSale.com or call 646-820-2228) within 7 days from the date you received the products. All authorized return items will receive a return authorization merchandise number (RMA). You must return products in original condition and packaging within 10 days of the RMA issued day. (The RMA number (Return Authorization Number) must be marked clearly outside the package).

d. Why is the refund amount not the original invoice price?
This happens when you qualify the minimum free shipping requirement and get the free shipping service. Here is an example, if you order two different products, one of them costs $40 and another one costs $8. If you want to return the $8 product or the $40 product to us, you need to pay $6.95 shipment fee to us since your total amount of credits after the deduction no longer reaches the minimum free shipping requirement.

e. What is TheOnSale.com's return address?
After obtaining the RMA#, the return address will provide.

If you have further questions, please call: 646-820-2228.
Office hour: Monday to Friday; 10:00 am to 6:00pm (EST)

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Declined return policy:

a. Can I decline to receive the package?
Yes, if the shipping fee is free, $6.95 shipment fee will be deducted from your credits. Plus, you also need to pay for the return shipping fee. We will refund the remaining amount back to you after the deduction of the shipping fees.

b. What if the shipment shipped to a wrong address or the purchaser has not signed for receiving the shipment for several times, who is going to be responsible for it?
If it's because you gave us a wrong address or don't have a person to receive the package for few times, you are going to be responsible for the shipping fee. Therefore, please carefully and clearly give out your information before you make orders from TheOnSale.com in order to avoid unnecessary loss of time and money.

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Return policy of massage chairs:

* If you are for any reason not satisfied with your new massage chair, you must contact us at 718-803-3326 for a RMA(Return Merchandise Authorization) number within 7 days from the date of delivery. For whatever reason, all returned chairs must be in original condition including original packaging material and all parts.
* Returned chairs will be subject to 20% re-stocking fee, no refunds for white glove service costs, and you will also be responsible for the original freight shipping cost of $250 (which is covered by us) and the return shipping costs.
* In the event the item is damaged during shipping, replacement parts or a totally new unit will be sent to the customer on a per case basis.
* All chairs must be returned within 10 days from the date that you get your RMA number. No return after this 10 day time window.
* Inform us of your returned chairís tracking number once shipped.
* All returned massage chairs must be insured for the possibility of damage/loss or else you will be responsible for any damage/loss that is caused during return shipping.
* Chairs returned improperly (not in original condition including original packaging material and all parts) will not be accepted.
* When the returned chair has been received and inspected, your refund will be in the same form of payment originally used for purchase in the amount of the purchase minus the original freight shipping cost of $250 (and white glove service costs, if applicable) and restocking fees.
* If we arrange return shipping for you, the shipping cost will be deducted from the refund amount, as you are responsible for return shipping costs.

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Policy of "Money Back Guranteed":

Any product with "Money Back Guaranteed" stated is in turn not associated with TheOnSale.com. Product company is responsible for all guaranteed.

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Policy of "Warranty Disclaimer":

Warranty Disclaimer: TheOnSale.com expressly disclaims all expressed or implied warranties, including any implied warranty of merchantability or of fitness for a particular purpose. TheOnSale.com shall have no liability to anyone for incidental or consequential damages or any other liability, loss or damage arising out of or related to the merchandise sold. All products are sold "AS IS". TheOnSale.com no warranty as to the performance of any products sold. This disclaimer by TheOnSale.com in no way affects the terms of a manufacturer warranty. if any.