Refund policy

Return and Refund Policy

All sales are final. We do not accept returns, exchanges, or refunds unless the item is confirmed by us to have a manufacturing defect. Please carefully check the product details, style, colour, size, quantity, and delivery information before placing your order.

Manufacturing Defects

If your item has an evident defect in its materials, structure, or workmanship that existed at the time of manufacture, please contact us at info@on-no.co within 7 days of receiving your order and provide:

  • Your order number;

  • Clear photographs or videos showing the defect;

  • Photographs of the product packaging and shipping parcel; and

  • A brief description of the issue.

Claims submitted after this period, without sufficient evidence, or not confirmed by us will not be accepted.

We will assess the information provided to determine whether the item has a manufacturing defect. If confirmed, we may arrange a replacement with the same item. If the item is sold out or cannot be replaced, we will issue a refund.

All returns require our prior approval. Items returned without approval will not be accepted, and any associated costs will not be reimbursed.

Items Not Considered Defective

The following circumstances are not considered manufacturing defects and are not eligible for return, exchange, or refund:

  • A change of mind, personal preference, or no longer wanting the item;

  • Selecting the wrong style, colour, size, or quantity;

  • The item not meeting personal expectations while remaining substantially consistent with its description and images;

  • Minor colour differences caused by screen settings, photographic lighting, or different display devices;

  • Reasonable minor variations in colour, texture, shape, or detail;

  • Normal wear and tear, scratches, ageing, or deterioration resulting from use;

  • Damage caused by misuse, accidents, impact, pulling, moisture, heat, chemicals, or unauthorised alterations;

  • Missing or damaged tags, packaging, accessories, or components;

  • Sale items, customised or personalised items, and gift cards; or

  • Any other issue not caused by a manufacturing defect.

Refunds

If we confirm that an item has a manufacturing defect and approve a refund, the payment will be returned to your original payment method. Refunds are generally processed within 10 business days after approval.

Your bank, credit card company, or payment provider may require additional time to process and post the refund. If more than 15 business days have passed since your refund was approved, please contact us at info@on-no.co.

Original shipping charges, customs duties, import taxes, and other related fees are non-refundable unless otherwise required by applicable law.

Statutory Rights

Nothing in this policy excludes or limits any consumer rights that cannot lawfully be excluded or limited under applicable law.

Contact Us

For questions about this Return and Refund Policy, please contact us at:

Email: info@on-no.co