Refund policy
Returns & Exchanges Made Easy
Our policy lasts 30 days from the date your order is marked as delivered. If 30 days have passed, unfortunately we can’t offer a refund or exchange.
To be eligible for a return, your item must be in its original condition (no scratches, blemishes, or signs of wear) and in its original packaging.
If you’re in the USA and purchased Redo: Free Returns + Package Protection, your return or exchange will be completely FREE, including the return shipping label. If you didn’t purchase Redo, the cost of a return shipping label will be deducted from your refund, along with a $5 restocking fee.
For international customers: if you purchased Package Protection, you’ll still be responsible for return shipping and the $5 restocking fee. We do not currently offer free returns for international orders.
To start a return or exchange, you can visit our portal HERE.
Once your return is received and inspected, we’ll email you to confirm receipt and let you know if your refund has been approved. If approved, your refund will be automatically processed to your original payment method. Please note: shipping charges and package protection are non-refundable.
Late or missing refunds (if applicable)
If you haven’t received your refund yet:
- Double-check your bank account.
- Contact your credit card company—it may take a few days for the refund to post.
- Check with your bank, as processing times can vary.
Still no refund? Reach out to us at support@getono.com and we’ll help out.
Final Sale Items (if applicable)
Final sale items are not eligible for refund or exchange.
Defective Items
If your item arrives damaged or defective, it qualifies for a free replacement. Please enter your order info HERE to start a claim.
Lifetime Warranty, ONO Style
All ONO products are guaranteed with a lifetime warranty from the date of purchase, covering defects in workmanship and materials under normal use. After the first year (365 days), customers will be responsible for shipping and handling costs associated with warranty claims. This warranty does not cover normal wear and tear, including dents, scratches, or cosmetic imperfections from regular use.
Package Protection = Peace of Mind
If you purchase Package Protection with your order:
- Stolen Packages (marked delivered, not received): File a claim within 15 days of the delivery date. Orders over $100 may require a police report.
- Damaged Items: Submit photos of the packaging and product within 15 days of delivery.
- Stuck in Transit: Claims can be filed 2–30 days after the last tracking update, up to 365 days from the order date.
Package protection does not apply if:
- You provided an incorrect shipping address or missing unit #
- The package was unclaimed due to unpaid import duties or negligence
If your package is confirmed lost or stolen, we’ll send a replacement free of charge.
If package protection wasn’t purchased, ONO is not responsible for lost or stolen shipments, as we have no control over postal carrier handling once an item ships.