Refund policy

Warranty, Returns & Refunds

ONGROK provides a 100% Risk-Free, Satisfaction Guarantee. We will gladly replace an item if it has a manufacturing defect or was damaged when received. If you experience an issue with your product, please get in touch with us at Info@Ongrok.com with supporting photos and a description of the defect or damage and one of our helpful team members will get back to you within 1-2 business days.

Warranty

ONGROK provides a ONE (1) year limited warranty on our Botanical Infuser Machines and Vaporizer products, which warranties that the product are free from defects in workmanship and material for a period of ONE (1) year from date or original purchase.

In the unlikely event of an operating problem with one of the above products, please email us at info@ongrok.com with supporting photos and a description of the issue. We may be able to troubleshoot it quickly over the phone or online and get everything working correctly.

If we are unable to resolve the issue, we may ask you to ship the machine back to us, including all parts, via a tracked shipping agent (eg. FedEx or UPS). We will provide you with a prepaid shipping label for sending the unit to us. You MUST have a proof of purchase. We will then repair or replace the unit and ship it back to you at no cost.  Note that shipping origin and destinations must be within the Canada. 

Returns

For purchases made online through our website, unused products in original packaging may be returned within 180 calendar days from the date of original purchase. For requests beyond 180 days, please email us at Info@Ongrok.com. To be eligible for a refund, you have to the return the product along with the original receipt or proof of purchase. The item must be unused and in the same condition that you received it, and undamaged in any way. It must also be in the original packaging. Note that shipping costs are non-refundable. Upon confirmation, you will have the option to receive a replacement, refund, or online store credit. The cost of return shipping will be deducted from your refund or online store credit.

Shipping for Returns There is a $7 shipping fee for all returns. Please contact us at info@ongrok.com and we will send you a pre-paid shipping label. Include the packing list from the original order and place it in a securely sealed shipping container. Make sure any old labels on your package are removed or obscured and affix your pre-paid shipping label. Drop your package at the USPS or Canada Post location. There is no postage required, but a return fee of CA$7.00 will be deducted from your refund or online store credit. We will email you when your return is processed.

Refund on a Return (if applicable)

After we receive your item, our team of professionals will inspect it. We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund is approved, then money will be refunded to the original payment method you used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.

If the product is damaged in any way, or you have initiated the return after 60 calendar days have passed, you will not be eligible for a refund.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, we suggest you first check your bank account, followed by contacting your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@ongrok.com.

If anything is unclear or you have more questions feel free to contact our Customer Support team at info@ongrok.com.