Refund policy

Return Policy

Effective Date: January 1, 2026

At OnScene.Us, we want you to love your purchase. If something doesn't meet your expectations, we're here to help. Please read our return policy carefully to understand your rights and our process.

Eligibility for Returns
  • Time Frame: We accept returns within 30 days of the delivery date. Late returns may not be accepted.
  • Condition: Items must be unused, in their original packaging, with all tags, labels, and accessories intact. We reserve the right to refuse returns that appear used, damaged, or missing components.
  • Eligible Items: Most products are eligible for return, except for:
    • Personalized, custom-made, or engraved items.
    • Perishable goods (e.g., food or flowers).
    • Intimate or sanitary products (e.g., underwear, swimwear).
    • Hazardous materials or items with special shipping requirements.
  • Non-Returnable Due to Nature: Digital downloads, gift cards, or software are non-returnable once accessed.
How to Initiate a Return
  1. Contact Us: Reach out via email at drherpepper@onsceneus.us or our contact form within 30 days of delivery. Provide your order number, item details, and reason for return (e.g., wrong size, defective, or simply not as expected).
  2. Receive Instructions: We'll send you a Return Merchandise Authorization (RMA) number and return shipping label (if applicable).
  3. Pack and Ship: Securely pack the item(s) and include the RMA number. Ship to the address we provide 
  4. Track Your Return: Use the provided tracking number to monitor shipment.
Refunds and Exchanges
  • Refunds: Once we receive and inspect the returned item (typically 3-5 business days after arrival), we'll process your refund to the original payment method within 5-7 business days. Refunds include the item price and any applicable taxes; original shipping fees are non-refundable unless the return is due to our error.
  • Exchanges: If you'd like a different size, color, or item, let us know during your return request. We'll process an exchange if stock is available, with free return shipping on qualifying orders.
  • Partial Refunds: For damaged or incomplete returns, we may issue a partial refund at our discretion.
  • Pending Refunds: It may take 3-10 business days for the refund to appear in your account, depending on your bank or card issuer.
Shipping and Costs
  • Customer Responsibility: You are responsible for return shipping costs, unless the return is due to our error (e.g., wrong item shipped or defective product). In such cases, we'll provide a prepaid return label.
  • International Returns: For orders outside [Your Country], customers cover all return shipping and any customs duties/taxes.
  • Lost or Damaged in Transit: If your return shipment is lost or damaged, we'll assist based on the carrier's policy—file a claim with proof of value.
Defective or Incorrect Items

If you receive a damaged, defective, or incorrect item:

  • Contact us immediately (within 7 days of delivery) with photos of the issue.
  • We'll cover return shipping and issue a full refund or replacement at no extra cost.
Changes to This Policy

We may update this policy at any time. Changes will be posted on our website and apply to future purchases. Check back periodically for updates.

Questions?

Have questions about a return? Email us at drherpepper@onsceneus.us 

We're committed to resolving issues quickly and fairly.

Thank you for shopping with OnScene.Us !