Thank you for shopping at oonanova.com. We understand that sometimes you may need to return a purchase. We aim to make this process as simple as possible. Please read our comprehensive return policy below:
Return Eligibility Window
Products purchased from oonanova.com can be returned within 30 days from the date you received your order, as confirmed by our shipment tracking system.
Eligible Conditions for Returns
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- Items must be unworn, unused, and in the original condition you received them.
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- The original packaging and tags should be intact. For footwear, the box should also be returned in its original condition, as it is considered part of the product.
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- Footwear must be tried on a carpeted surface until you are certain that you will keep them to avoid scuffs and scratches.
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- Returns that are damaged, soiled, altered, or not in their original condition will not be accepted for a refund and may be sent back to the customer.
Items Not Eligible for Return
The following items cannot be returned for a refund or exchange:
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- Limited edition sneakers and special releases.
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- Items purchased during a clearance sale or with a promotional discount.
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- Gift cards and any downloadable software products.
How to Initiate a Return
To return an item, please follow these instructions:
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- Contact our Customer Service team by emailing [email protected]. Include your order number, the items you wish to return, and the reason for the return in your communication.
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- You will receive a response with a Return Authorization Number (RAN) and instructions on where to send your return.
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- Securely pack the items in the original packaging and include any related accessories or instruction manuals. Please ensure that the RAN is included inside the package.
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- Send the package using a traceable and insured shipping method; oonanova.com is not responsible for returns lost or damaged in transit.
Refund Process
Once we receive your returned item, it will be inspected by our Quality Assurance team. If the return is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
Exchanges
If you need to exchange an item for the same item in a different size or color, please return the original item for a refund and place a new order for the item you wish to receive.
Shipping Costs for Returns
Original shipping fees are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the return is due to an error on our part (e.g., defective item or wrong item sent).
If you have any further questions or require assistance with your return, please do not hesitate to contact our customer support team at [email protected].