Refund Policy
At Onay Digital, we aim to ensure that all our customers are satisfied with their purchases. However, we understand that there may be times when you need to return a product. Please review our refund policy below:
Cancellation Policy
Orders can be cancelled within 12 hours of placing the order. If you wish to cancel your order, please contact us immediately at info@onay.co.uk. Unfortunately, we are unable to cancel orders once they have been processed and shipped.
Return Policy
We accept returns under the following conditions:
Faulty or Damaged Items: If you receive a faulty or damaged product, you must contact us within 7 days of receiving your order. You will need to provide photographic evidence of the damaged item to info@onay.co.uk. Upon receiving the evidence, we will arrange for a free replacement or a full refund to your original payment method.
Custom-Made Products: Curtains and cushion covers are made to order based on customer requests. Therefore, returns are not accepted for these items.
Printed Products (Curtains and Pillow Covers): Since the products are printed, returns will not be accepted due to color discrepancies.
Customs Fees: Customs fees are to be paid by the customer. Returns are not accepted for products where customs fees are not paid.
Refund Process
To initiate a return, please follow these steps:
1. Contact us at info@onay.co.uk with your order number and reason for return.
2. Wait for our return approval and instructions on where to send the returned items.
3. Send the items back to the provided address using a trackable shipping method.
4. Once we receive and inspect the returned item(s), we will process your refund. Please allow up to 14 days from the receipt of your returned item(s) for your refund to be processed.
Additional Information
• The returned item must be in its original packaging, including all tags and accessories.
• Refunds will only be issued to the original payment method used at the time of purchase.
• Items returned without prior approval from us may not be eligible for a refund.
• We reserve the right to refuse returns or exchanges that do not meet our return policy requirements.
We are committed to ensuring the satisfaction of our customers and will handle each return with fairness and understanding. For any further questions or concerns about our refund policy, please contact us at info@onay.co.uk.
Thank you for choosing Onay Home Textile.