Refund Policy
At Onay Digital, we value our customers and want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may return eligible items under the conditions below.
Return Window
- Customers may return eligible products within 14 days of receiving the order, for any reason.
Conditions for Return
- Products must be returned in their original condition, unused, and in the original packaging, including all tags and accessories.
- Refunds will be issued to the original payment method once the returned product is received and inspected.
- Return shipping costs are the responsibility of the customer, unless the item is faulty or damaged.
Faulty or Damaged Items
- If you receive a faulty or damaged product, please contact us within 14 days of receipt at info@onay.co.uk with photographic evidence.
- We will arrange either a replacement at no extra cost or a full refund.
Exclusions
- Please note that custom-made or made-to-measure products (such as curtains and cushion covers) are exempt from the standard return policy and cannot be returned or refunded unless they are faulty or damaged.
- For printed products (e.g., curtains and pillow covers), minor color variations may occur due to the printing process and are not considered a defect.
How to Initiate a Return
- Contact us at info@onay.co.uk with your order number and reason for return.
- Wait for return approval and instructions.
- Send the product back using a trackable shipping method.
- Once inspected, we will process your refund within 14 days.
We are committed to ensuring your satisfaction and will handle each case fairly and transparently.