Refund policy

Return & Refund Policy

At Onna Threads, we want you to love your purchase! Please read our policy carefully before placing your order.

General Policy

We do not accept returns unless an item is damaged, defective, or incorrect upon arrival. If your order qualifies, you must contact us within 10 days of delivery to initiate a return.

How to Start a Return

To begin the return process, please email us at customerservice@onnathreads.com. If your return is approved, we’ll provide you with a prepaid return shipping label and detailed instructions on how to send your item back.

Note: Items returned to us without prior authorization will not be accepted.

For any questions, feel free to contact us anytime at customerservice@onnathreads.com.

Damages & Issues

Please inspect your order upon delivery. If you receive an item that is damaged, defective, or incorrect, contact us immediately so we can evaluate the issue and make it right.

In certain cases, we may request photos of the damaged or incorrect item, especially if a return is not possible.

Non-Returnable Items

Certain items are not eligible for return, including:

  • Custom or personalized products

  • Sale items

  • Gift cards

  • Perishable goods (e.g., food, flowers, plants)

  • Personal care items (e.g., beauty or hygiene products)

  • Hazardous materials, flammable liquids, or gases

If you're unsure about an item’s eligibility, please reach out to us before ordering.

Exchanges

We do not offer direct exchanges. If you'd like to switch to a different item, please complete the return process (if applicable), and place a new order separately.

Refunds

Once we receive and inspect your returned item, we’ll notify you regarding the approval of your refund. If approved, a refund will be issued to your original payment method.

Please note:

  • It may take 5–10 business days for your bank or credit card company to process and post the refund.

  • Shipping costs are non-refundable unless the return is due to our error.