Terugbetalingsbeleid

Refund Policy (Retourbeleid)

At Onara, we are committed to delivering high-quality apparel and providing clear, lawful service in full compliance with Dutch consumer protection regulations. This policy complies with the Nederlandse Wet Koop op Afstand and the EU Consumer Rights Directive (2011/83/EU).

Your Rights Under Dutch Law

As a consumer residing in the Netherlands, you are legally entitled to a 14-day “bedenktijd” (cooling-off period) starting the day after you receive your order. Within this period, you may cancel your purchase without providing a reason.

  • You must notify us of your cancellation within the 14-day period.

  • You then have an additional 14 days to return the goods.

  • Refunds include the original standard delivery costs, unless a premium shipping option (e.g. express) was selected.

  • Items must be returned unworn, unwashed, and in their original condition, with all original packaging and hygiene seals intact.

Eligibility for Refunds or Returns

To initiate a return, please contact our support team at info@onara.nl. Once approved, you will receive the exact return instructions and address.

We accept refund or replacement requests in the following cases:

1. Damaged or Defective Items

  • Any damage or manufacturing defect must be reported within 48 hours of delivery.

  • Photo evidence is required for verification.

  • Upon confirmation, a full refund or replacement will be issued at no additional cost.

2. Incorrect Item Received

  • If you received an incorrect product, we will cover all return costs and either send the correct item or issue a full refund.

3. Change of Mind (Cooling-Off Period)

  • If you exercise your right of withdrawal within the statutory period:

    • The item must be unused, unworn, and hygienically intact.

    • Return shipping costs are the responsibility of the customer.

Flexible Refund Options

To simplify the return process and reduce logistical costs, Onara may offer the following alternatives at its discretion:

  • Keep the Product: Receive a 30% partial refund and keep the item.

  • Store Credit: Receive an 80% refund in store credit for a future purchase.

  • Full Refund: Return the product to our designated warehouse (currently located in China). Return shipping costs are borne by the customer.

Refund Procedure

  • Once the returned product has been received and inspected, refunds are processed within 5–10 business days.

  • Refunds are issued only to the original payment method used during checkout.

Orders in Transit

If an order has already been dispatched, cancellation is no longer possible. In this case:

  1. Allow the delivery to take place.

  2. Contact our support team to request a Return Parcel Authorisation (RPA).

  3. Return the product at your own expense. A refund will be issued after inspection.

Exemptions

Refunds or returns are not accepted for:

  • Items that have been worn, washed, or used.

  • Products missing original packaging, hygiene seals, or labels.

  • Return requests submitted after the statutory deadlines.

Dispute Resolution

This policy is governed by Dutch law. In the event of a dispute, consumers may seek mediation through the Geschillencommissie Thuiswinkel or the European Online Dispute Resolution (ODR) Platform.

Onara will provide all relevant documentation (shipping confirmations, correspondence, inspection records) to ensure transparent and fair resolution.

Contact
return@onara.nl
Onara B.V., The Netherlands