FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Product
Below are some common questions about our products
Are ONTEN products compatible with multiple devices?
Most ONTEN products are designed for broad compatibility. Please check the product specifications to ensure compatibility with your device.
HDMI output on USB Hub & Docking, only works by using a compatible Thunderbolt / USB with DP Alt Mode / MHL devices.
Only products such as OTN-US125, OTN-M73 & OTN-9167s can support display output on USB 2.0 ports. (Please refer to the product page information for connection instructions)
Where can I find product specifications and instructions?
Detailed specifications and usage instructions are available on the product page in each official marketplace.
Are ONTEN products certified for safety and quality?
Yes, ONTEN products undergo quality control and comply with relevant industry standards and certifications.
Order
Below are some common questions about orders
Can I place an order directly through the ONTEN website?
Currently, purchases can only be made via our official marketplace stores. The website serves as a product showcase and brand information platform.
How can I be sure I’m buying from an official ONTEN store?
Please look for the “Official Store” label on Shopee, Tokopedia, or Lazada to ensure authenticity and warranty coverage.
Return & Exchange
Below are some common questions about return & exchange
Can I return or exchange an ONTEN product?
Yes, returns or exchanges are subject to the return policy of the marketplace where the purchase was made.
What conditions are required for a return or exchange?
Products must be unused, in original condition, and include complete packaging and accessories, unless the item is defective.
How long is the return or exchange period?
The return and exchange period follows the timeline set by each marketplace. Please refer to the respective platform for details.
Warranty
Below are some common questions about our product warranty
Do ONTEN products come with a warranty?
Yes, all ONTEN products come with an official warranty. Warranty coverage may vary depending on the product.
How do I claim a warranty?
Warranty claims can be submitted through the marketplace where the product was purchased, following the platform’s warranty or after-sales procedure.
What is not covered under warranty?
The warranty does not cover damage caused by misuse, accidents, unauthorized modifications, or normal wear and tear.