Refund policy and process

Thank you for choosing OneKey as your trusted partner in security. We are dedicated to providing you with outstanding products and service, and your satisfaction is our highest priority.

Return Policy and Process

Our return policy is crafted with the utmost regard for your security and privacy. Given the unique nature of our security products, once the packaging has been opened, we are unable to repackage or resell the items, as this could compromise the security and integrity of the product.

Therefore, unless there is a quality issue with the product, we generally do not accept returns or exchanges. This policy is in place to ensure that every customer receives a brand-new and untampered product, as part of our commitment to your safety.

Our products are backed by a 1-year warranty, during which replacements will be provided at no additional cost, with the exclusion of damages caused by misuse.

This policy safeguards the interests of both you and our broader user base. Should you have inquiries about our products prior to purchase, we encourage you to contact our customer support. Our team is eager to offer comprehensive product insights and purchasing guidance, ensuring you make a well-informed decision.

Process

  • To initiate a return, please contact us at wangrong@onekey.so.
  • Upon accepting your return request, we will provide a return shipping label and detailed instructions on the return process. Please note, items returned without prior approval will not be accepted.

Exchanges

If you wish to request for an exchange of your purchased products, the fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

Refunds

Upon receipt and inspection of your return, we will inform you about the status of your refund.

  • If approved, you’ll be automatically refunded on your original payment method within 10 business days. Be advised, the processing time for the refund to appear on your bank or credit card statement can vary.
  • Should you not receive your refund within 15 business days following approval, please contact us at wangrong@onekey.so for assistance.
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