Important
Please read our return policy carefully. No exceptions will be made, as you agreed to the terms at the time of purchase.
Return address: Ceintuurbaan 222H, Amsterdam, 1072GD, Netherlands
Policy Overview
- Return Period: 30 days from delivery date
- Refund Processing Time: 10 business days days from receipt
- Return Shipping Costs: Covered by the customer unless the product is defective or incorrect.
Order Cancellations
Orders cannot be canceled after they have been placed due to our automated system.
Return Conditions
We offer returns under the following conditions:
- Return Window: Items can be returned within 30 days of delivery.
- Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
- Receipt or Proof of Purchase: Required for all returns.
Return Instructions
To start a return, please follow these steps:
- Contact Customer Service: Email contact@onuia.com with your order number, reason for return, and any supporting photos if applicable.
- Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
- Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
- Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or covered by us if defective or incorrect.
Refund Policy
- Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 10 business days.
- Processing Time: Approved refunds will be processed to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund.
- Confirmation: You will receive a confirmation email once the refund is processed.
If you do not see the refund within the 30 days time, please check with your bank. For further assistance, contact us at contact@onuia.com.
Exchange Policy
We offer exchanges for incorrect or defective items only. If you receive a defective product, we will send a new one free of charge. If the issue persists on the second attempt, you will receive a full refund.
Exceptions and Special Cases
- Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a return at no cost to you and offer a replacement or full refund as per your preference.
- Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
- Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.
Contact Information
If you have further questions or require assistance with returns or refunds, please reach out:
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Address:Ceintuurbaan 222H, Amsterdam, 1072GD, Netherlands
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Email: contact@onuia.com
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Find our Contact page here
Customer Service: Monday to Friday between 9:00am to 5:00pm
