REFUNDS & EXCHANGES
14- day return policy is available only for orders to European Union destinations.
Customers based in the EU may return unused and unopened products in the original, unopened outer packaging within 14 days of purchase. Refund will be issued including standard domestic shipping fee. International shipping will not be refunded. Some items cannot be exchanged or returned for reasons of hygiene. Items like lingerie that you have personalised (all our lingerie pieces are made to order) cannot be exchanged or returned because they are made exclusively for you and cannot be offered for sale again.
Due to the nature of our products, Onna does not offer refunds nor product exchanges based on dissatisfaction with the product or buyer's remorse. Gemstones vary in shades, colour and patterns and pictures on our website do not represent the entire scale of colour and pattern variations. Exchanges based on dissatisfaction with the product colour or patterns are not permitted.
Onna toys cannot be returned for reasons of hygiene and health protection.
We will only offer exchange on faulty or broken items. In order to be eligible for an exchange, an item must be returned unused in the same condition that you received it. An email must be emailed to us at email@example.com within 24 hours of product delivery, with a proof photo of the damages.
When approved, returned items must be shipped to:
ONNA Lifestyle s.r.o., Svermova 449, Mnisek p Brdy, 25210, Czech Republic
Unclaimed packages are not eligible for a refund.
All refunds are issued in the form of Onna online store credit. We do not reimburse return/exchange shipping charges.
Please note all sale items are final and cannot be returned for a refund or exchanged unless deemed faulty/damaged in transit.
All delivery times quoted to you are indicative only. To the extent permitted by law, we do not accept any liability whatsoever for delayed delivery caused by any third-party.
All shipping times exclude clearance/customs delays and any other delays caused in circumstances that are outside of our control.
Please note that all shipping time frames are from the date of dispatch, not the date that your order is made.
Orders cannot be cancelled so please take time to tune into which product you want when making your order.