Refund policy
Last Updated: September 28, 2026
At Onamior, we want you to feel comfortable when shopping with us. If you change your mind about a purchase or are unhappy with your order, we provide a straightforward 30-day return policy, subject to the conditions described below.
Nothing in this policy limits or excludes any consumer rights that cannot legally be excluded under applicable UK law.
1. Our 30-Day Return Policy
You may request a return within 30 days of receiving your order.
Our 30-day return period gives you additional time beyond the minimum statutory cancellation rights that may apply to online purchases in the United Kingdom.
To request a return, contact:
Email: support@onamior.com
Please include:
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Your full name
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Order number
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Email address used for the purchase
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Product you wish to return
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Reason for the return, if applicable
We will provide instructions for completing the return.
2. Return Cost
For returns covered by Onamior's 30-day return policy, there is no return cost to the customer.
Where a return is approved under this policy, we will provide the applicable return instructions.
If a product is faulty, damaged, incorrect, or does not conform to the order, please contact us before returning it so that we can arrange the appropriate solution.
3. Condition of Returned Items
Returned clothing should be in a condition that allows us to inspect and process the return.
Where reasonably possible, products should be:
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Unworn
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Unwashed
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Free from damage
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Free from excessive marks or stains
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Returned with original tags where applicable
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Returned with relevant original packaging where reasonably available
Customers may inspect clothing in a manner similar to how they would reasonably inspect it in a shop.
Where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics, or functionality, applicable law may permit an adjustment reflecting any resulting loss in value.
4. Faulty, Damaged or Incorrect Items
If you receive an item that is:
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Faulty
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Damaged during delivery
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Incorrect
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Significantly different from the product ordered
please contact us as soon as reasonably possible.
Please provide your order number and, where useful, photographs showing the issue.
We will review the matter and provide an appropriate solution in accordance with applicable consumer law.
Depending on the circumstances, the solution may include a replacement, repair, refund, or another legally appropriate remedy.
5. Statutory Cancellation Rights
For many online purchases in the UK, consumers have a statutory right to cancel a distance contract without giving a reason.
Generally, the cancellation period for goods ends 14 days after the day on which the consumer receives the goods. After notifying the trader of cancellation, the consumer generally has a further 14 days to return the goods.
These statutory rights operate independently of our additional 30-day commercial return policy.
Where statutory cancellation rights apply, Onamior will process the cancellation and refund in accordance with applicable law.
6. Refunds
Once your returned item has been received and inspected, we will process the applicable refund.
Under our standard store policy, refunds are processed within 10 days after the returned item has been received and approved.
The refund will normally be made to the original payment method.
If you paid using PayPal, the applicable refund will generally be returned through PayPal.
7. Statutory Refund Rights
Where a statutory cancellation or consumer remedy applies, the applicable statutory refund deadlines and requirements take priority over the general 10-day store processing timeframe.
For statutory online cancellations, UK rules generally require reimbursement within the applicable statutory period and prohibit charging a fee for the reimbursement.
8. Original Delivery Charges
Where a statutory cancellation right applies, the applicable rules regarding reimbursement of standard delivery charges will apply.
If a customer selected a more expensive delivery option than the standard delivery option offered by Onamior, the additional amount may not be refundable where applicable law permits this.
9. Partial Returns
If an order contains multiple products, customers may generally request a return for eligible individual items rather than returning the entire order.
The refund will relate to the approved returned item or items.
10. Exchanges
If you would prefer a different size or product, please contact us at:
Depending on stock availability, we may be able to arrange an exchange.
If the requested replacement is unavailable, we may instead process an appropriate refund.
11. Sale Items
Products purchased during promotions or sales remain subject to the applicable return rights described in this policy.
A promotional price does not remove statutory consumer rights.
12. Items That Cannot Be Returned
Certain products may be excluded from cancellation or return rights where an applicable legal exception exists.
If any product on the Onamior website is subject to a specific return restriction, that restriction will be clearly communicated before purchase where required.
13. Refund Delays
After we process a refund, the time required for the funds to appear in your account may depend on the payment provider or financial institution.
For PayPal payments, the timing of the credit may depend on PayPal's processing systems.
If you believe a refund has been processed but you have not received it within a reasonable period, please contact us.
14. Contact Us Before Returning an Item
Please do not send a return to an address different from the return instructions provided by our customer service team.
Our shipping and returns address is:
Onamior
1 Roding Way
Wickford SS12 9BD
United Kingdom
Please contact us before sending your return so that we can confirm the correct return procedure.
15. Contact Information
Onamior
Email: support@onamior.com
Phone: +44 208 890 8887
Monday–Friday: 09:00–17:00 GMT
Saturday–Sunday: Closed