1. How do I add items to my Shopping Basket?
After you 'Add Item', the items will be placed in your shopping bag until you check out. You can review your bag anytime by clicking on the "View Bag/Checkout" button. If an item that you selected is not appearing in your shopping bag, double check its availability. To remove anything from your shopping bag, click on "delete". [Top]
2. What does it mean if an item is "Back Ordered" or "Out of Stock "?
When an item appears in your shopping cart, it will say whether it is "in stock", "backordered" or "out of stock ". An item that is "in stock" will be shipped in 5 - 7 business days. An item that is "backordered" means that we're temporarily out of stock but are expecting that product in by the end of the season. Backordered items may take a little longer to be delivered to you and cannot be sent overnight. To make a change to any backordered item that you have ordered, email us anytime and we will be happy to help you out. Items that are "not available" are no longer available for sale and cannot be backordered. [Top]
3. How do I know that my order has been shipped?
When your order has been shipped, we will send you another email with your tracking number and a link to where you can track it online.[Top]
4. Where are the items sent from?
All items on ORNEC our sent direct from our offices in Hong Kong and China. [Top]
5. Do i pay import duty or VAT?
Yes, as all items are sent from CHINA you may be subject to import duties and taxes, which are the responsibility of the recipient. Rates vary by country and by what was ordered so we are not able to supply an estimated cost. Contact the recipient's customs offices for more information.[Top]
6. How do I checkout?
Checking out is easy: Go to 'View Basket' to review your order. 'Proceed' to Billing and Shipping. Type in your info, and select your shipping method. Then proceed to pay.[Top]
7. What is your refund policy?
By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. For more information see Your Statutory Rights.[Top]
If you are not satisfied with your any of our product, please call +44(0)1865 246 010 for a Return Material Authorization (RMA) request within 7 working days of the receipt of the product. Configure-to-order, personalized or other customized product may not be returned for refund or exchange under any circumstances unless DOA.
Within 7 working days of purchase, you may return any our products for any reason for a refund, exchange or credit . If the item to be returned or exchanged is defective or is the result of an error on Ornec's part, Ornec will refund all shipping charges.[Top]
8. What if my package is not delivered?
Orders that are returned to us due to an incomplete or incorrect address provided will not be returned to the customer and will only be resent at the customer's expense. Additionally, orders that are abandoned by the customer for any reason will not be returned to the customer and will only be resent at the customer's expense.
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9. How do i calculate shipping cost for an item/order?
Please add item(s) to shopping cart and proceed to checkout to calculate the shipping cost of the delivery address. This process is necessary as its helps calculate accurate shipping cost to the delivery address. Try to add products that weight in total over 21 Kg as this qualifies you for DHL discounted Rates. [Top]
10. Is there any Warranty?
We provide DOA (Dead on arrival warranty only) for any other warranty please contact manufacture. Warranty void if seals of any kind are broken or the unit has been opened or modified . [Top]
11. What payment methods are accepted by ORNEC?
We accept all major credit cards or Direct Bank Transfer.[Top]
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