Refund policy
Exchange Policy
If something isn’t quite right, don’t worry. You can easily exchange your item for a different size and color.
Eligibility for Exchange:
Items must be exchanged within 7 days of the delivery date.
Items must be unused, unwashed, and in their original condition with all tags and packaging intact.
Only items purchased directly from our website are eligible for exchange.
Custom-made or personalized items are non-exchangeable.
How to Initiate an Exchange:
Contact our customer service team at [support email/phone number] within 7 days of receiving your order, with your order number and the reason for the exchange.
Our team will provide you with further instructions and an exchange authorization number.
Pack the item securely in its original packaging and include the exchange authorization number in your return package.
Exchange Process:
Once we receive your returned item and it passes inspection, we will process the exchange.
If the item you want to exchange for is unavailable, we will notify you and offer an alternative or you can select another item.
Customers are responsible for shipping costs associated with returning the item.
Once an order is exchanged, customers cannot request another exchange.
Damaged or Incorrect Items: If you received a damaged or incorrect item, please contact us immediately at [support email/phone number]. We will provide you with a prepaid shipping label to return the item and process your exchange at no additional cost.
Exceptions:
Products bought during sales are non-refundable but can be exchanged or Store credit can be issued.
Order cancellation fees (fix amount) should be deducted if the order is pre-paid and customer cancelled the order after shipped.
Return and Exchange policy for International orders
Only Pre-paid orders will be accepted.
Currently, we do not offer a return or exchange policy for international customers. For any queries, please contact us at returns@onra.com.
If you need to cancel an order, please do so before it is shipped to receive a full refund. Once the order is shipped, it cannot be cancelled, and no refund will be provided.
Unboxing Video is compulsory. If a defective product is received, contact us immediately at returns@onra.com with your Order ID and a snapshot of the defect. We will provide either a credit notes or a refund for the defective product after investigation; no replacement will be sent.
