Refund policy

  1. Returns & Refunds Policy Brand: Onera | Email: info@onerashop.com | Support Hours: 9am – 5pm (Weekdays)

    1. Returns Eligibility We accept returns within 30 days of delivery, provided the item is:

    • Unopened, unused, and in its original sealed packaging
    • In original condition with all boxes, labels, and inserts included

    For hygiene and safety reasons, we do not accept returns for items that have been opened, used, or tampered with.

    2. Non-Returnable Items The following are not eligible for return or refund:

    • Opened or used skincare products
    • Opened books
    • Items with missing packaging, seals, or labels
    • Gift cards (if applicable)
    • Clearance / final sale items (if applicable)

    3. How to Request a Return To start a return, please email us within 30 days of delivery with:

    • Order number
    • Full name used at checkout
    • Reason for return
    • Clear photo(s) showing the product is unopened and in original condition

    If your return request is approved, we will provide return shipping instructions.

    4. Return Shipping Return shipping fees are the customer's responsibility unless the item is damaged, defective, or incorrect. We recommend using a tracked shipping method, as we are not responsible for lost return parcels.

    5. Refunds (If Approved) Once we receive and inspect your returned item, we will notify you of the approval status.

    For Books: Due to the nature of book logistics, approved returns on books are eligible for one of the following — your choice:

    • 30% cash refund to your original payment method, or
    • Full store credit (100% of item value) to use on any future order

    For all other items: If approved, refunds will be issued to your original payment method. Processing typically takes 5–10 business days depending on your bank or payment provider.

    Note: Original shipping fees are non-refundable unless the return is due to a verified error on our end.

    6. Damaged / Defective / Incorrect Items If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

    • Order number
    • Photos/video of the issue
    • Photo of the outer packaging and shipping label

    If verified, we will offer a replacement or refund depending on availability and the situation.

    7. Late or Missing Refunds If you haven't received your refund after approval:

    • Check with your bank or card provider, as processing times vary
    • If still unresolved, contact us at info@onerashop.com and we'll assist

    8. Contact Us 📧 info@onerashop.com 🕘 9am – 5pm, Weekdays