Refund policy

Return, Refund & EU Withdrawal Policy

We have a 14-day return policy. This means you have 14 days after receiving your order to request a return or exercise your right of withdrawal.

For customers based in the European Union, you may exercise your legal right of withdrawal within 14 days of receiving your order, without giving a reason. You can do this by using the withdrawal button available on our website, once enabled, or by contacting us at hello.onai.official@gmail.com.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, undamaged, and in its original packaging.

To start a return, please use the withdrawal button on our website or contact us at hello.onai.official@gmail.com with your name and order number. Once your request has been received, we will send you instructions on how and where to return your order.

Items sent back to us without first requesting a return or withdrawal may not be accepted.

Return shipping

For returns requested because you changed your mind or exercised your right of withdrawal, the customer is responsible for the cost of return shipping.

We recommend using a tracked shipping method, as we cannot be responsible for returns that are lost in transit.

If your item is defective, damaged, or if you received the wrong item, we will cover the reasonable return shipping costs or provide a solution at no additional cost to you.

Damages and issues

Please inspect your order when you receive it and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can place a separate order for the new item.

Refunds

We will notify you once we have received and inspected your return.

If your return is approved, you will be refunded automatically to your original payment method. Refunds will be processed within 14 days from the day we receive your withdrawal request, although we may wait until we have received the returned item or proof that you have sent it back.

The refund will include the product price and the original standard delivery cost, where applicable. Any additional costs for upgraded or express shipping are not refunded.

Please remember that it may take some time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at hello.onai.official@gmail.com.