Refund policy

Product Returns Direct to ONGROK from End-Consumers

ONGROK handles product concerns directly with customers to alleviate the burden on its retail partners. Procedure is as follows:

  • Customers should be directed to info@ongrok.com and must provide proof of purchase, which includes a copy of the receipt or an online order confirmation displaying the date of purchase and product details.
    1. Aluminum and glass products are covered under a one-year warranty for any manufacturing defects. However, damages incurred post-purchase are not covered under warranty
    2. Electrical appliances (such as the Butter Maker and Decarb Machine) have a separate return policy:
        • Within 60 days: Complimentary return shipping and product replacement.
        • Within 1 year: Customer covers return shipping to ONGROK if applicable. ONGROK covers replacement shipping and cost of the item.
        • After 1 year: Warranty expires, and no replacements are provided.
           

Returns via Retail Partners

ONGROK accepts goods returned by customers through our retail partners under the following conditions:

  • If returned goods are unsellable, ONGROK provides a Credit Memo to the retail partner’s account for the returned items.
  • Credit Memos can be applied to future orders.

Handling Damaged Products

If a product is damaged upon receipt, ONGROK offers two resolution options:

  • Issuing a Credit Memo to is Retail Partners for the cost of the damaged or missing items.
  • Reshipping the damaged/missing items to the customer at no additional cost.