Return & Refund Policy

 

Returns & Refunds

We offer a 14-day satisfaction guarantee. Please read the details below so your return can be processed smoothly.

What is Onzlay’s return policy?

We offer a 14-day satisfaction guarantee. If you would like to return an item within 14 days of purchase, you may do so as long as it meets the conditions below.

Return window Within 14 days of purchase.
Item condition Must be unused and in the same condition as received (not worn, washed, damaged, or altered).
Packaging Repack in the original packaging or equivalent protective materials.
Required documents Include the packing slip from your original order.
Return authorization: Returns without a return authorization number may be refused.

Free return policy details

All returned products must be unused and in the same condition you received them. We may refuse returns that are:

  • Damaged due to improper packaging during the return shipment
  • Returned without a return authorization number
  • Returned outside the 14-day window
  • Soiled, worn, washed, altered, or otherwise used

Please use protective packaging to help ensure the product arrives safely at our warehouse.

Which items cannot be returned?

  • Damaged items (except courier-related damage reported immediately)
  • Washed items
  • Items without a return authorization number
  • Clearance items
  • Custom items
Note on color: We try to display product colors and variants as accurately as possible. However, screen settings may cause slight differences. In such cases, we cannot be held responsible.

Return procedure

  1. Email info@onzlay.com with a brief description of the issue and your order number. If the item is damaged, include clear photos.
  2. Once approved, you will receive a return authorization number and instructions for sending the item back.
  3. Fold and wrap the item securely in protective packaging to help guarantee safe arrival.
  4. After we receive and inspect the return, we will email you to confirm receipt and update you on approval status.
  5. If approved, we will process your refund to your original payment method.

Damaged items on arrival

If your item arrives soiled or damaged due to courier handling, please contact us immediately so we can guide you on next steps. Email: info@onzlay.com

Note: Shedding can be natural with certain materials and is not considered a manufacturing fault, so it may not qualify as a damaged product.

Late or missing refunds

If you have not received your refund yet, please follow these steps:

  • Check your bank account again.
  • Contact your credit card company. Posting can take time.
  • Contact your bank. Processing times may vary.
  • If you still have not received your refund, email info@onzlay.com.

Important return shipping note

Please note that we do not offer a home pick-up service for returns. Some larger products can be heavy, and you may need help properly wrapping and transporting the product to your local carrier facility.

Any damage caused during the return shipment due to insufficient packaging may affect your refund eligibility.

Our goal at Onzlay is complete customer satisfaction. If you are not satisfied with your purchase, contact us within 14 days and we will help you through the return process.