Refund policy
We offer a 14-day return or replacement window. This means you can request a return or exchange within 14 days of receiving your order.
To qualify for a return, your item must be shipped back to one of our warehouses (with a valid tracking number) in the same condition it arrived — unused, unworn, with all tags, and in its original packaging. A receipt or proof of purchase will also be required.
Please note that returns sent to third-party or intermediary shipping facilities are not eligible for refunds. Only items returned directly to one of our designated warehouses can be processed.
Customers are responsible for all return shipping costs, and original shipping fees are non-refundable.
We kindly ask that you avoid ordering multiple sizes with the intention of returning the extras. If you’re unsure which size to choose, our support team at support@onsory.com will be happy to assist you.
To begin a return, contact us at support@onsory.com. Once your request is approved, we’ll send you the correct return address and step-by-step instructions. Returns sent without prior approval cannot be accepted.
If your product doesn’t fit as expected, no worries — just reach out within 14 days of delivery, and we’ll gladly arrange a free replacement. This is often quicker and more cost-effective than processing a return.
You can always contact us at support@onsory.com for any questions regarding returns or replacements.
Order Cancellations
Orders may only be canceled within 1 hour of being placed. After this time, your order will have already been processed into our system and prepared for shipping with our carrier.
Damages or Issues
Please inspect your package upon arrival and contact us immediately if an item is damaged, defective, or incorrect. We’ll review the situation and resolve it promptly.
Exceptions & Non-Returnable Items
Certain products are not eligible for return, such as perishable items (food, flowers, plants), custom-made or personalized products, and personal care goods (including beauty and hygiene items).
We also cannot accept returns for hazardous materials, flammable liquids, or gases.
If you’re unsure whether your item qualifies, feel free to contact us.
Sale items and gift cards are non-refundable.
Exchanges
The quickest way to get the item you want is to return your current one (after approval) and place a new order for the preferred item.
Refunds
Once we receive and inspect your return, we’ll notify you of the approval status. If approved, your refund will be processed to your original payment method. Please note that your bank or card issuer may take additional time to post the refund.
Orders that have already received a replacement or exchange are not eligible for a refund.