Here are Onaholand’s refund and return policy.
If you have any questions, send us a email via the contact form below. 

1. CUSTOMER SUPPORT:

Our commitment to product quality is unwavering. Each onaholes or other
sextoys undergo meticulous inspection before it departs our facility.
If upon receiving your parcel you notice any damage or defects,
please reach out to us without delay. Send photographs or videos showcasing the issue
to our customer support representative, Sakura, at support@onaholand.com ,
and we will promptly address the matter.

Response Time for Customer Inquiries:

Weekdays: Replies within 24 hours

Weekends and public holidays: Replies within 48 hours.

 

2. ORDER CANCELLATION

All Orders placed on Onaholand are non-refundable.
We do not accept any cancellation of any order paid in full or in part.
Only on-hold payment orders might be canceled on request and after receiving a legitimate reason.
Don’t hesitate to contact our customer support for further information.

3. RETURNS

Your statutory rights as a consumer are not affected if, for any reason, you wish to return a
product bought from us. You have one week or 7 (seven) calendar days to return an item
from the date you received it. If an item is defective or wrong with your initial order when
you receive it, provided it is returned in accordance with distance selling rights as detailed
below in its original packaging and hygiene stickers are unbroken and not tampered with,
we will be happy to refund the item.

Your statutory rights as a consumer are not affected if, for any reason, you wish to return a
product bought from us. RETURNS DOES NOT MEANS AUTOMATIC REFUNDS.
See refunds policy below. 

You have one week or 7 (seven) calendar days to return an item from the date you
received it. Your item needs to have the receipt or proof of purchase.

For health, safety and hygiene reasons, the item must be: 

1. Unused in its original and unopened packaging.
   
   
2. Unbroken hygiene stickers.
   
   
3. In the same condition that you received it. 

To be eligible for a return and because of the sensitive nature of adult goods, all the
previously mentioned sanitary measures 1.,2.,3. MUST BE respected. 

Regarding love aids, creams, sprays, latex and underwear, once opened, used or worn
these items cannot be exchanged, refunded or credited unless faulty.

Once we receive your item, we will inspect it and notify you that we have received your
returned item. Whilst we will deal with returned items as quickly as possible, please allow
up to a maximum of 28 days for returned products. When returning any product please
ensure you obtain a certificate of posting, this may be required by us, in the event of non
receipt of your returned items.

IMPORTANT:

Before returning your product contact us by email at support@onaholand.com

You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are nonrefundable. If you receive a refund according to our policy,
the cost of return shipping will be deducted from your refund. 

If you have any questions on how to return your item, contact us.

 

4. REFUNDS

If your return is approved according our return policy mentioned above, we will initiate a
refund to your credit card (or original method of payment) ONLY in the following case: 

1. Our service made a mistake with your order and you received a different item from
   your initial order.
   
   
2. Your received a defective product 

You will receive the credit within a certain amount of days, depending on your card issuer’s
policies.

4.1 Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is
officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us
at support[at]onaholand.com.

4.2 Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.