Refund policy
Refund policy
We have a 30-day return policy, which means you have 30 days from the date of receipt to request a return. To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase. To start a return, please contact us at info@onager.co Please note that returns must be shipped via courier to the following address: 16341 Old Valley Blvd, La Puente, California, 91744. If your return is accepted, we will send you a return shipping label along with instructions on how and where to send the package. Items returned without prior request for return will not be accepted. If you have any questions about returns, please feel free to contact us at info@onager.co at any time.
Please
check your order upon receipt. If the items are defective, damaged or you have received the wrong items, please contact us immediately so that we can assess the problem and rectify it.
Exceptional/Non-returnable Items
Certain types of items are not eligible for return, such as perishable goods (like food, flowers or plants), custom-made items (such as special orders or personalized items), and personal care items (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. If you have any questions or concerns about specific items, please contact us.
Regrettably, we do not accept returns of discounted items or gift cards.
Exchange
The fastest way to ensure you get what you want is to return the item you have and purchase a new one separately once the return is accepted.
EU 14-day cooling-off period
Despite the above regulations, if your goods are delivered to the EU, you have the right to cancel or return your order within 14 days for any reason without giving any reason. As mentioned above, your goods must be in the same condition as when you received them, unworn or unused, with labels and in their original packaging. You will also need a receipt or proof of purchase.
Refund
After receiving and inspecting your returned item, we will notify you and inform you whether the refund has been approved. If approved, the refund will be automatically processed through your original payment method within 10 working days. Please note that your bank or credit card company may also take some time to process and credit the refund.
If more than 15 working days have passed since we approved your return, please contact us at info@onager.co