Refund policy

oNanee β€” Returns & Refund Policy

Our Promise to You

At oNanee, we take pride in every order we pack and send from the Gold Coast. We want you to love your new teak kitchenware, and if something isn't right, we're here to help.

We offer 30-day change-of-mind returns, alongside your rights under Australian Consumer Law.

πŸ“¦ Shipping & Delivery

Every oNanee order includes free tracked shipping Australia-wide, with no minimum spend.

We aim to process and dispatch orders within 1–2 business days. Once dispatched, delivery typically takes 3–7 business days, depending on your location.

You'll receive tracking details by email when your parcel is on its way.

For more information, please see our Shipping Policy.

1. Damaged, Faulty or Incorrect Items

We carefully check and pack every order, but occasionally something can go wrong.

If your product arrives damaged, faulty, incorrect or not as described, please contact us so we can help.

What to do:

  • Email info@onanee.com.au with your order number.

  • Describe the issue and include clear photos where possible.

  • For damage noticed on delivery, we encourage you to contact us as soon as possible, preferably within 5 days, so we can investigate promptly.

What happens next?

We'll assess the issue and work with you to arrange an appropriate resolution in accordance with Australian Consumer Law.

Depending on the circumstances, this may include a replacement, repair, refund or another appropriate remedy.

For a major problem covered by Australian Consumer Law, you are entitled to choose a refund or replacement.

If the product is confirmed to be faulty, we'll reimburse reasonable return postage costs where applicable.

Your Australian Consumer Law rights are not limited by the suggested reporting timeframe above.

2. 30-Day Change-of-Mind Returns

Changed your mind? We understand.

We offer a 30-day change-of-mind return window from the date your order is delivered.

To qualify for a change-of-mind return, your product must be:

  • Unused and in its original condition.

  • Returned with its original packaging.

  • Free from damage caused after delivery.

Return postage

As we already offer free shipping on all Australian orders, customers are responsible for return postage costs for change-of-mind returns.

How to request a return

Email info@onanee.com.au within 30 days of delivery with your order number.

We'll confirm your return eligibility, provide the return address and explain the next steps.

Please contact us before sending anything back.

3. Refund Processing

For approved change-of-mind returns, we'll inspect the returned product and confirm your refund by email.

We aim to review returns within 2 business days of receiving them.

Once your refund has been processed, funds will be returned to your original payment method. Please allow approximately 5–7 business days for the refund to appear, depending on your bank or payment provider.

Refunds for faulty products will be handled in accordance with Australian Consumer Law.

4. Order Cancellations

We aim to pack and dispatch orders quickly, so please contact us as soon as possible if you need to cancel.

Email info@onanee.com.au with your order number and cancellation request.

If your order hasn't been dispatched, we'll do our best to cancel it and arrange a refund.

If your parcel has already been dispatched, we may be unable to cancel the shipment. Our returns policy will then apply, subject to your Australian Consumer Law rights.

5. Items Excluded From Change-of-Mind Returns

Our voluntary change-of-mind returns policy does not cover:

  • Products that have been used or damaged after delivery.

  • Products returned outside the 30-day change-of-mind window.

  • Products marked as Final Sale, where the exclusion was clearly communicated before purchase.

  • Gift cards.

These exclusions apply only to change-of-mind returns and do not limit your rights to a remedy for faulty or non-compliant products under Australian Consumer Law.

6. Your Rights Under Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.

If a product has a major problem, you may be entitled to choose a refund or replacement.

If a problem is minor, we are entitled to provide an appropriate remedy within a reasonable time. Further remedies may become available if the problem is not resolved.

These rights apply independently of our 30-day change-of-mind policy.

For more information, visit the Australian Competition and Consumer Commission (ACCC).

πŸ’¬ 7. Still Have Questions?

We're a small Australian business, and we're always happy to help.

If you have a question about your order, return or refund, please get in touch.

Email: info@onanee.com.au

Location: Gold Coast, Queensland, Australia

We'll get back to you as soon as we ca