REFUNDS & EXCHANGES

Return and Refund Policy

Final Sales
Due to health and safety regulations, ALL SALES ARE FINAL. Onna does not offer refunds or product exchanges based on dissatisfaction with the product.

EU Customers

• You may return unused and unopened products in their original packaging (both inner and outer) within 14 days of purchase.
• Refunds will include the standard domestic shipping fee, but international shipping costs will not be refunded.
• Certain items, such as lingerie, cannot be exchanged or returned due to hygiene reasons. Personalized items (all our lingerie pieces are made to order) are also non-returnable as they are made exclusively for you and cannot be resold.
• You are responsible for covering return shipping costs. Initial shipping fees are non-refundable.
• We recommend obtaining tracking and/or shipping insurance, as we cannot guarantee the receipt of your returned item.

Non-EU Customers

• We only offer refunds or exchanges for faulty items or those damaged in transit.
• To be eligible for a refund or exchange, items must be unused and in the same condition as received.
• You must email us at onnalifestyle@gmail.com within 24 hours of product delivery, including a photo of the damage as proof.
• Once your return is approved, we will provide you with the return shipping address.

Refunds

• All refunds will be issued as Onna online store credit.
• We do not reimburse return or exchange shipping charges.
• Please note that all sale items are final and cannot be returned or exchanged unless deemed faulty or damaged.

Order Cancellation Policy

We have a strict zero-cancellation policy once orders are processed and shipped. However, if you contact us immediately after placing your order, we will do our best to cancel it before it is processed and shipped. If your cancellation request is accepted, we will issue a store credit.

Unfortunately, once your order has been processed by our warehouse and shipped, we cannot cancel it under any circumstances.

If you fail to accept the order or do not pick it up from the designated pick-up point in a timely manner, return-to-sender fees will apply and will be deducted from any refund, along with the original shipping fee. For more information, please refer to the Return to Sender Fees section in our shipping policy.