All returns require a Return Merchandise Authorization or RMA number, which you can get by contacting our Customer Service Department, or by clicking the "My account" button located near the top-right hand corner of our web pages.
Please save and include all packaging and accessories for any item that you return to Onhop.ca. All original equipment, components, manuals, cables, documents and packaging must be returned with your item so that Onhop will be able to process your RMA. An item returned for a replacement may be repaired or replaced at Onhop's discretion, unless otherwise required by law. Products that have specific refund and return policies and deadlines must be returned within the time periods specified for each item. All items sold through Onhop.ca are subject to our User Policy and Agreement. Physically damaged items cannot be returned.
All returns that qualify for a refund are subject to a 15% restocking fee.
Removal or alteration of a product's serial number or serial number sticker will automatically void any Onhop Return Policy. Products that are returned to Onhop with a missing, damaged or altered serial number will be refused RMA service and returned to you at your expense.
Table of Contents
- Standard Return Policy
- Limited 15-Day Return Policy
- Limited Non-Refundable 15-Day Return Policy
- Processors (CPUs) Return Policy
- Desktop PC, Notebook, and Tablet PC Return Policy
- Consumable Items Return Policy
- Return Policy for Open-Box Items
- Software Return Policy
- Bulk Item Return Policy
- Manufacturer's Warranties
- Mail In Rebate Policy
- LCD Display Return Policy
Additional RMA Terms
- Physical Damage Policy
- Return Policy for DVD Movies
- Policy Concerning Out-of-Stock (Back-Order) Items
- Downloadable Software Policy
Standard Return Policy
- Return for refund within: 15 days
This is our Detailed Standard Return Policy. Unless another return policy is indicated, products sold by onhop.ca are covered by this Standard Return Policy. Merchandise under this Standard Return Policy may be returned (a) within 15 days of the original invoice date for a refund. All returns require an RMA (Return Merchandise Authorization) number. All returned items that qualify for a refund are subject to a 15% restocking fee.
Many manufacturers offer additional factory coverage. With regard to such, you should contact the manufacturer of your item directly for information regarding eligibility and specific Terms and Conditions.
Limited 15-Day Return Policy
- Return for refund within: 15 days
- Return for replacement within: 15 days
This is our Detailed Limited 15-Day Return Policy. Items covered by this policy (products for which Onhop states "This item may be returned for a replacement or refund within 15 days only") must be returned to onhop.ca within 15 days of the invoice date for this policy to apply. Additional coverage, if any, is provided solely by the product's manufacturer (as indicated by such manufacturer).
Limited Non-Refundable 15-Day Return Policy
- Return for refund within: non-refundable
- Return for replacement within: 15 days
This is our Detailed Limited Non-Refundable 15-Day Return Policy. Products that state "This item is covered by onhop.ca's Non-Refundable 15-Day Return Policy", or items labeled as Non-refundable (or that have similar labeling) must be returned to onhop.ca within 15 days of the invoice date for this policy to apply. Products covered by this return policy may only be returned for a replacement of the same item.
Processors (CPUs) Return Policy
- Return for refund within: 7 days
- Return for replacement within: 15 days
This is our Detailed Processor (CPU) Return Policy. Physically damaged CPUs cannot be returned to Onhop.
Improper installation of CPU fans and/or improper clocking may cause CPUs to chip or burn. CPUs that are chipped, burnt or have bent/broken pins are considered to be physically damaged and cannot be returned for refund or replacement. Physical damage includes (but is not limited to) improper handling and any other type of damage sustained by irregular use.
Onhop encounters bent pins regularly when inspecting physically damaged CPUs. Forcing a processor into position will not solve an installation problem and may void your Onhop return policy. Buyers requesting a refund may have to pay a 15% restocking fee. Onhop will not cross-ship replacement CPUs.
Desktop PC, Notebook, and Tablet PC Return Policy
- Return for refund within: non-refundable
- Return for replacement within: 15 days (defective items only)
This is our Detailed Desktop PC, Notebook and Tablet PC Return Policy. Under this policy all Desktop PCs/Notebooks/Tablet PCs are non-refundable and this supersedes all other return policies. There are NO EXCEPTIONS to this policy. Any Desktop PC or Notebook or Tablet PC that found to be defective may be returned for a replacement within 15 days only. In such a case, a request for refund will not be granted. If a Desktop PC or Notebook or Tablet PC is returned for a replacement, but no problems are found, the item will be returned at your (the buyer's) expense. You should be aware of this policy when making a decision to purchase a Desktop PC or Notebook or Tablet PC from Onhop, and must agree to this policy when completing your order. By confirming your order, you indicate your agreement to this policy.
A defective Desktop PC, Notebook, or Tablet PC that is returned for a replacement may be repaired or replaced at Onhop's discretion, unless otherwise required by law. We strive to uphold our standard RMA processing time for these types of items; however, in some situations the item must be sent to the manufacturer for repairs. Unfortunately, Onhop cannot expedite the RMA repair process in these situations, as we must abide by the manufacturer's established processing time. If you have a question regarding a Desktop PC, Notebook, or Tablet PC RMA, please contact our Customer Service Department.
Consumable Items Return Policy
- Return for refund within: non-refundable
- Return for replacement within: 15 days (item must be sealed & unopened)
This is our Detailed Consumable Items Return Policy. Consumable items are objects such as Printer Ink and Toner Cartridges, CD/DVD Media, Paper Products etc. that are consumed once they are used. Consumable Items can be returned within 15 days of the invoice date -- if and only if -- the item is sealed and unopened in its original retail packaging. These items are not eligible for RMA through our online RMA system. Please contact our Customer Service Department via Live Chat, Email or Phone for RMA information regarding consumable items.
Return Policy for Open-Box Items
- Return for refund within: non-refundable
- Return for replacement within: non-replaceable
All Open Box Items are not refundable or replaceable.
Software Return Policy
- Return retail software for refund within: non-refundable
- Return OEM Software for refund within: non-refundable
- Return defective (retail or OEM) software for replacement within: 15 days
Due to licensing and copyright policy, we do not accept returns on software once a package has been opened. Defective software will be exchanged for the same title only according to Onhop.ca's limited 15 day replacement.
Onhop is not responsible for system/software incompatibility, that is, incompatibility issues do not qualify software as damaged or defective. Customers are encouraged to contact the respective software publisher for answers to technical questions, such as minimum system requirements, prior to purchase.
Bulk Item Return Policy
- Return for refund within: non-refundable
- Return for replacement within: non-replaceable
This is our Detailed Bulk Item Return Policy. Bulk Items (including but not limited to such items as Air Conditioners, Home Entertainment Systems and Televisions 24 inches and larger) cannot be returned to Onhop for refund or replacement service. Therefore, you are urged to carefully examine the box your bulk item ships in before signing for the package. Should you observe any damage to the shipping box, or if the wrong product was sent, you must refuse delivery while the shipping courier is still on the premises. The item will be returned to Onhop, and you will be refunded the full amount, including applicable shipping costs and tax.
If you determine upon inspection that the condition of the shipping box is satisfactory, an adult is required to sign the shipping courier's release form to complete delivery. By signing this release, you are acknowledging and agreeing to Onhop's Terms and Conditions, understanding that you cannot return the television to Onhop and that the condition of the item delivered meets your expectations. After delivery, please read all included documentation and/or contact the manufacturer directly to determine applicable warranty coverage, if any.
Manufacturer's Warranties
- Return for refund within: non-refundable
- Return for replacement within: non-replaceable
Onhop does not offer any warranties. However, many of the products available through Onhop are covered by Manufacturers' Warranties. If a product is covered by a manufacturer's warranty, it will be stated on that product's web page. Manufacturers' warranty details are typically available at the manufacturer's website.
Products that state "This item can be returned to the product manufacturer only" must be returned directly to the product manufacturer for repair or replacement, unless otherwise required by law. For these items, the warranty policy provided by the product manufacturer explicitly requires that any returns, repairs, etc., be requested and processed directly by the consumer (or "end-user") of the item.
Mail In Rebate Policy
Products missing UPC codes or serial numbers from the box are NOT returnable.
Products offering mail-in rebates are not returnable to Onhop once the rebates have been filed. Be sure that the product is functional and that you intend to keep the product before sending in for your rebate. Products missing UPC codes or serial numbers from the box are NOT returnable. Only the product manufacturer can replace any defective item missing the UPC code.
LCD Display Return Policy
- Return for refund within: non-refundable
- Return for replacement within: 15 days
There must be a minimum of 8 dead pixels to declare an LCD display defective and eligible for return.
Onhop sells many products such as Notebooks and Monitors that feature LCD (Liquid Crystal Display) screens. Onhop adheres to the dead-pixel policy that is observed by the majority of our manufacturers. To declare any product with an LCD screen "defective" and eligible for replacement or refund through any applicable Onhop Return Policy, there must be a minimum of 8 (eight) dead LCD pixels.
ADDITIONAL RMA TERMS
Physical Damage Policy
Physically damaged items cannot be returned to Onhop.
Improper installation of CPU fans and/or improper clocking may cause CPUs to chip. CPUs that are chipped, burnt or have bent/broken pins are considered physically damaged, and so cannot be returned for refund or replacement. Physical damage includes (but is not limited to) the results of improper handling, and any other type of damage sustained by irregular use.
Onhop encounters bent pins regularly when inspecting physically damaged CPUs. Forcing a processor into position will not solve an installation problem and may void your onhop.ca return policy.
If you return any physically damaged item to Onhop, the item will be returned to you at your expense.
Return Policy for DVD Movies
We now sell a wide variety of DVD Movies, ranging from old time classics to the latest and upcoming releases. DVD Movies are not refundable, but can be returned within 15 days of the invoice date for a replacement of the same item. DVD Movies cannot be exchanged for a different item or DVD. If you have received a damaged or defective DVD Movie, you do not need to call for an RMA or attempt to obtain an RMA online; each movie includes a return label on the invoice, which can be used to return the DVD without the need for an RMA.
Policy Concerning Out-of-Stock (Back-Order) Items
Sometimes items are returned to Onhop after the product has been discontinued. If Onhop no longer carries an item that is sent in for replacement, or if that item is simply out of stock, the item will be sent to our Back-Order RMA Department. You will be notified via email with two options: either Onhop can send you a comparable replacement item, or else a refund of the current market value of the product can be issued. A current-market-value refund may not exceed the original invoice price. If the item is returned within 15 days of the original invoice date, a full refund will be issued.
Downloadable Software Policy
Downloadable software is non-refundable once the download is complete. If you have purchased downloadable software, and did not download the software using the supplied download link, the software may be "returned" for a refund within 15 days of purchase. To request a refund for downloadable software, you must completely fill out a "Letter of Destruction" and send it to our Customer Service Department. Please contact the Customer Service Department to obtain a copy of the Letter of Destruction.
