Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it,  unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@onnozone.com. Please note that returns will need to be sent to the following address: Diodehof 26, Eindhoven 5651HE, The Netherlands.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at shop@onnozone.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Some items from Onnozone are custom-made and hand-crafted specifically for you, this standard right of withdrawal may not apply.

Exchanges
No exchanges accepted.

European Union 14 day cooling off period
Some items from Onnozone are custom-made and hand-crafted specifically for you, this standard right of withdrawal may not fully apply (as per Article 16(c) of the EU Consumer Rights Directive). Custom-made products are exempt from the 14-day withdrawal period once production has begun, unless otherwise specified.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@onnozone.com