Refund policy
At ON, customer satisfaction is very important to us. We want you to feel confident when shopping with us, and we are committed to providing a smooth and transparent return process.
Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must be:
- Unused, unworn, and in the same condition as received
- In its original packaging
- With all tags, accessories, and labels attached
- Accompanied by proof of purchase or order confirmation
Items that show signs of use, damage, wear, stains, odors, or missing packaging may not be accepted for return.
How to Request a Return
To start a return, please contact our customer support team with your order number and reason for return.
Once your request is reviewed and approved, we will provide you with return instructions. Please do not send items back without contacting us first, as unauthorized returns may not be accepted.
Refunds
After we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method. Please note that it may take several business days for your bank or payment provider to complete the refund.
Original shipping fees, if applicable, are non-refundable unless the return is due to an error on our part.
Exchanges
We only replace items if they are defective, damaged, or if you received the wrong product. If you need an exchange, please contact us as soon as possible after receiving your order.
Damaged or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 7 days of receiving your order with photos of the item and packaging.
We will review the issue and provide a suitable solution, such as a replacement, store credit, or refund.
Non-Returnable Items
The following items cannot be returned:
- Items that have been worn or used
- Items without original packaging or tags
- Gift cards
- Final sale or clearance items
- Items damaged due to customer misuse
Return Shipping
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
We recommend using a trackable shipping service, as we are not responsible for lost or delayed return packages.
Order Cancellations
Orders may only be cancelled before they are processed or shipped. Once an order has been shipped, it can no longer be cancelled and must be handled as a return.
Contact Us
For any questions about returns or refunds, please contact our support team.
ON Customer Support
Email: help@clienthelpnow.com