Refund policy
Return & Refund Policy
At Onzat, we want you to shop with confidence. If you’re not fully satisfied with your purchase, we’re here to help.
Returns
We offer a 5-day return policy, which means you have 5 days after receiving your order to request a return.
To be eligible for a return, your item must:
- Be unused, unworn, and in its original condition
- Include all original tags and packaging
- Be accompanied by proof of purchase or order confirmation
To initiate a return, please contact us at:
📧 onzatstore@gmail.com
Once your return request is approved, we’ll provide instructions on how and where to send your package. Returns sent without prior approval will not be accepted.
Damaged, Defective, or Wrong Items
Please inspect your order immediately upon delivery.
If you receive:
- a damaged item,
- a defective product, or
- the wrong item,
contact us within 48 hours of delivery at onzatstore@gmail.com with clear photos/videos so we can resolve the issue quickly.
Return Eligibility Requirement
To be eligible for any return or refund request, customers must provide a complete 360° unboxing video clearly showing:
- the sealed package,
- the opening process,
- and the product condition upon arrival.
Claims without an unboxing video may not be eligible for return or refund approval.
Non-Returnable Items
The following items are not eligible for returns or exchanges:
- Items purchased during sale or clearance offers
- Gift cards
- Products damaged due to misuse or improper handling
- Items returned without original tags or packaging
- Used, washed, or worn clothing items
If you have any questions regarding return eligibility, feel free to contact us at onzatstore@gmail.com before placing your order.
Exchanges
We currently do not offer direct exchanges.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
Once we receive and inspect your returned item, we’ll notify you regarding the approval status of your refund.
If approved:
- Refunds will be processed to your original payment method
- Processing may take up to 10 business days
- Banks or payment providers may require additional processing time
If more than 15 business days have passed since your refund was approved, please contact us at:
📧 onzatstore@gmail.com