Refund policy
We want the next step to be clear if you need to return an Onellia order. This policy separates our voluntary 30-day return offer from the rights that UK consumers have by law. The voluntary offer is additional to your statutory cancellation and faulty-goods rights, and none of the conditions below limit those statutory rights.
Our 30-day voluntary return offer
You may request a voluntary return within 30 calendar days from delivery. Under this additional offer, items should be new, unworn and unwashed, with their tags attached. Contact us within that period with your order number and the items you wish to return, and we will provide the return instructions.
The condition requirements in this section apply to the voluntary offer. Ordinary inspection or trying an item on does not, by itself, remove the statutory cancellation rights explained below. If you are reporting a fault, an incorrect item or goods that do not match their description, use the faulty-goods section rather than treating the issue as a change-of-mind return.
How to register a return
Email info@onellia.com or use our contact form. Give your order number, the item concerned and whether you would like a refund or a size or colour exchange. For an exchange, tell us the option you would prefer so we can check that replacement.
We provide the return address with the support confirmation. Register a voluntary return before posting it so that it goes to the destination supplied for your order and can be matched to the correct request. The operator's Business address in the contact block identifies the business; it is not the customer return destination.
For statutory cancellation, a clear statement that you wish to cancel is sufficient. You may use our cancellation form, but use of that form is optional. A cancellation notice takes effect when you communicate it within the applicable period; it does not depend on support first granting permission.
UK statutory cancellation
For an eligible distance purchase, you have 14 days from receiving the goods to tell us that you wish to cancel, without giving a reason. After giving that notice, you have a further 14 days to return the goods. These statutory periods are separate from the voluntary 30-day offer and remain available after an order has been dispatched.
You may inspect and try on an item as you reasonably would in a shop. Keep the item safe while deciding whether to keep it. Where handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods, the law permits a deduction for the resulting loss in value. Any proposed deduction will be explained with reference to the actual condition of the returned item.
Statutory cancellation refunds include any standard outward delivery charge you paid. Our standard UK outward shipping is free. If a separately agreed premium delivery service was purchased, the statutory refund of delivery cost is limited to the standard delivery cost. Your refund rights for faulty or incorrectly supplied goods are addressed separately below.
Return postage and fees
If you return an item for a refund because you have changed your mind, you pay the return postage. This applies to a change-of-mind return under the voluntary offer and to statutory cancellation where the return cost is properly payable by the customer. Contact support for the return destination before arranging the parcel so that you can choose a suitable service.
Onellia pays the return postage for a faulty or wrong item. Size or colour exchanges are also free in both directions under the exchange section below. We do not charge a restocking fee. Choosing a refund for an unwanted purchase and choosing a size or colour exchange are different requests, with the different postage arrangements set out here.
Free size or colour exchanges
Size or colour exchanges are free within 30 calendar days of delivery. Email us with your order number and preferred replacement. We reserve and dispatch the replacement as soon as the exchange is registered, before your original item arrives back. Onellia pays both the return postage and the replacement delivery. If the requested option is unavailable, we let you know and arrange a refund instead.
Include the current item, its selected size and colour, and your preferred replacement in the registration email. We will confirm the return instructions for the original item as part of the exchange. Pack the original item carefully and follow those instructions so the return can be connected to the replacement order.
The original item does not need to reach us before the replacement is dispatched. The exchange is registered first, and we reserve and send the replacement immediately at that stage. This exchange service applies to another size or colour of the item within the return period. If you instead ask for the purchase price back for a change of mind, the customer-paid return postage rule applies.
Faulty, damaged, incorrect or misdescribed goods
Contact us when you discover a problem and explain what is wrong. Include your order number and identify the item. Photographs of the problem or packaging can help with the enquiry where available, but your statutory rights do not depend on providing photographs. We will explain the appropriate remedy and the return arrangements.
UK consumer law requires goods to be as described, satisfactory in quality and fit for their applicable purpose. Depending on the circumstances and timing, you may have rights to reject the goods, a repair, a replacement, a price reduction or a refund. Our 30-day voluntary policy is not a deadline that extinguishes these rights. We pay return costs for faulty or wrongly supplied items.
Refund timing and payment method
We issue refunds to the original payment method within 5 business days after receiving the return. Business days mean Monday to Friday. We will confirm the refund once it has been issued. The time at which it appears in your balance depends on the payment provider's processing, and you can use our confirmation when asking that provider about the credit.
For statutory cancellation, we comply with the applicable legal refund deadline and may withhold the refund only until we receive the goods back or you provide evidence that they have been sent back, whichever happens first, where the law permits this. Our service commitment of 5 business days after receipt does not extend a statutory deadline that falls earlier.
If you are waiting for a refund, check the original payment account and your refund confirmation, then contact us with the order number. A refund goes back to the original payment method rather than being made conditional on accepting store credit. There is no restocking deduction under our voluntary policy.
Order changes before dispatch
You may request an order change or operational cancellation until the parcel is handed to the carrier. Contact support promptly with the order number and the change you need. If handoff has already taken place, the statutory cancellation and return routes above continue to apply. Dispatch is not the end of your legal right to cancel.
Keeping a record
Keep a copy of your return or cancellation message, the support instructions and proof of posting. These records help us match the parcel to your request and resolve a question about dates or receipt. For an exchange, keep the replacement confirmation as well as the original order reference so both parts of the request are easy to identify.
Related policies and information
Contact
Brand name: Onellia
Operator: Mumora Media LLC
Business address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States
Email: info@onellia.com
Email and contact form support: Monday to Friday, 9:00 AM to 3:00 PM EST/EDT (Eastern Time)