Refund policy

oNanee — Returns & Refund Policy

Our Promise to You

At oNanee, every order is shipped with care and tracked from dispatch to your door. We're a small Brisbane-based brand and we stand behind every product we sell. If something isn't right, we'll make it right.

📦 Shipping & Delivery

How long will my order take? Every oNanee order ships free across Australia with full tracking included. Delivery typically takes 5–15 business days from the date of purchase. You'll receive your tracking number by email once your order has been dispatched.

Please note: As a small independent brand, we work with carefully selected global partners to deliver your order. Delivery times may occasionally vary depending on your location and customs processing. We appreciate your patience — every order is worth the wait.

1. Damaged or Defective Items

If your item arrives damaged or is not as described, we will make it right — no questions asked.

What to do:

  • Email us at info@onanee.com.au within 5 days of receiving your order
  • Include your order number and a clear photo of the damage

What happens next: We'll either send you a free replacement or issue a full refund to your original payment method — whichever you prefer. Any return shipping required will be covered by us.

2. Change of Mind Returns

We offer a 30-day return window from the date of delivery for change of mind returns.

To be eligible your item must be:

  • Unused and in its original condition
  • In the original packaging

Please note: As a small independent brand offering free shipping on all orders, we're unable to cover return postage costs for change of mind returns. Return shipping costs are the responsibility of the customer.

How to return: Contact us at info@onanee.com.au before sending anything back. We'll confirm the correct return address and walk you through the process.

3. Refunds

Once your return is received and inspected, we'll notify you by email within 2 business days. If approved, your refund will be processed back to your original payment method within 5–7 business days.

Please note: Original shipping costs are non-refundable for change of mind returns.

4. Cancellations

We move quickly to get your order into our shipping stream as soon as possible. For this reason, cancellations can only be accepted within 12 hours of placing your order.

To cancel, email us immediately at info@onanee.com.au with your order number in the subject line.

5. Non-Returnable Items

The following items are not eligible for return or refund:

  • Items marked as Final Sale
  • Gift cards
  • Items damaged through normal use or wear and tear

💬 Still Have Questions?

We're a real team and we actually reply. Email us at info@onanee.com.au and we'll get back to you as soon as we can.