Return and Refund Policy
Thank you for placing your trust in Onywel. We are committed to making sure your order arrives in perfect working condition. If something goes wrong with your shipment or product, our team is ready to step in and resolve it directly with clear, straightforward solutions.
1. 30-Day Resolution Window
You have up to 30 days from the confirmed carrier delivery date to report an issue and request an exchange, replacement, or reimbursement.
2. Transit Damage or Defective Products
If an item arrives damaged, broken, or with functional defects, we will make it right immediately. You can choose either a full refund or a complimentary replacement sent out at zero extra charge.
3. Incorrect or Mismatched Deliveries
In the rare event you receive the wrong package, incorrect variant, size, or an item that differs substantially from the product specifications, notify us right away. We will reissue the accurate product or provide a complete refund without added cost.
4. Accidental Orders & Address Corrections
If an error was made during ordering, alert us as soon as possible at hello@Onywel.com. We can update details or cancel orders while they remain in processing. Once a package is dispatched from our distribution hub, we cannot make adjustments in transit, and dispatched error orders do not qualify for post-shipment cancellation or returns.
5. Change of Mind Policy
We stand fully behind damaged, defective, or incorrect items, but we do not accept returns or issue refunds simply for a change of mind. Because Onywel covers all shipping costs upfront to offer free worldwide delivery on every order, our logistics setup cannot absorb elective returns. A clear defect, damage, or fulfillment error is required to approve a claim.
6. European Union Right of Withdrawal
Shoppers located in the European Union hold the legal right to withdraw from their purchase within 30 days of receiving the final parcel of their shipment.
Submitting a withdrawal: Send an email to hello@Onywel.com containing your order number and an explicit notice of withdrawal.
Pre-dispatch cancellation: EU buyers can cancel an order prior to dispatch by reaching out to our support team.
Payout schedule: Upon verified notice of withdrawal, reimbursements are completed within 14 days. We take care of return transit arrangements at no expense to you by coordinating a direct parcel collection.
7. How to Open a Claim
To file a claim, email hello@Onywel.com with a short video clip or distinct photos demonstrating the issue with the item and exterior packaging. Our support staff reviews submissions within 24 to 48 hours to confirm your replacement or refund instructions.
8. Payouts and Reimbursement Timing
Approved reimbursements are issued via Shopify Payments back to your initial payment method. Funds generally reflect in your account within 2 to 10 business days depending on your financial institution. If your statement does not show the credit after 10 business days, contact us at hello@Onywel.com so we can trace the payout reference.
9. Return Shipping Coordination
Because products ship through various fulfillment facilities depending on destination, our team assesses whether physical retrieval is required. If a return is necessary, you will never incur handling fees. We arrange carrier pickups via services such as packagesender.com directly from your doorstep to make the process effortless.
Need help with an existing order or have a question before buying? Reach out anytime at hello@Onywel.com. We are here to assist you.