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.

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 onnalifestyle@gmail.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.

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.

Can I cancel my order?

Orders cannot be cancelled so please take time to tune into which product you want when making your order. 

 

THE RIGHT OF WITHDRAWAL

Customers in the European Union have 14 calendar days to exercise their right to cancel their Onna purchase, except for any pleasure toys and wands. Due to the nature of such products, these cannot be returned for reasons of hygiene and health protection.

If you wish to exercise your right to withdrawal, you should notify us by email.

After notifying your intention to exercise your right of withdrawal from the order, you will have an additional 14 days to return it in original packaging unopened.

We will refund the purchase amount and original delivery costs (standard delivery only).
Costs arising from the return will not be refunded.