Widerrufsrecht
We want you to feel confident when shopping with ONAQ360. This policy explains our return, refund, exchange, and 60-Day Money-Back Guarantee procedures.
Nothing in this policy limits rights that cannot legally be excluded under applicable consumer protection laws.
60-Day Money-Back Guarantee
Eligible ONAQ360 products are covered by our 60-Day Money-Back Guarantee.
If you are not satisfied with your purchase, contact us at hello@onaq360.com within 60 days of confirmed delivery to request a return.
Returns must be authorized by ONAQ360 before being sent.
Please do not send a return to the original shipping address or any address shown on the package unless specifically instructed by ONAQ360 Support.
Return Eligibility
To request a return, please provide:
- Your order number
- The email address used for the order
- The reason for the return
ONAQ360 may request photographs or other information when reasonably necessary to identify the product, verify its condition, or investigate a reported issue.
Items should be returned with all components included.
We reserve the right to reject returns involving products that are materially different from the products originally supplied, have been intentionally damaged, or otherwise do not qualify under this policy, subject to applicable law.
Return Authorization
Before returning an item, customers must contact:
If the return is approved, ONAQ360 will provide return instructions and the appropriate return address.
Unauthorized returns may not be accepted or may result in processing delays.
Return Shipping
Unless the item is confirmed to be defective, damaged upon arrival, incorrect due to an ONAQ360 fulfillment error, or otherwise required by applicable law, the customer is responsible for return shipping costs.
Original shipping charges, expedited shipping fees, Shipping Protection fees, and other non-product shipping services are generally non-refundable once those services have been performed, except where required by applicable law.
We strongly recommend using a trackable return shipping service.
The customer should retain the return tracking number and shipping receipt until the refund has been completed.
ONAQ360 is not responsible for a customer return that does not reach the designated return location, except where required by applicable law.
Refund Processing
Once an authorized return is received, it will be inspected.
If approved, the applicable refund will be issued to the original payment method.
Please allow several business days for the refund to be processed. Financial institutions may require additional time before the credit appears on the customer's account.
Exchanges & Size Issues
If you ordered the wrong size or would like a different size, contact hello@onaq360.com.
We will review available exchange options.
Customers are responsible for selecting the appropriate size using the sizing information provided on the product page.
Any complimentary or reduced-cost replacement offered by ONAQ360 as a customer-service accommodation does not automatically entitle the customer to an additional refund or replacement beyond the terms communicated for that resolution.
Incorrect Items
If ONAQ360 sends an item different from what was ordered, contact us promptly with your order number and photographs of the item received.
After verification, we will provide an appropriate resolution.
Damaged or Defective Products
If an item arrives damaged or appears defective, contact us promptly at hello@onaq360.com and provide your order number and clear photographs or video showing the issue.
We will review the claim and determine the appropriate replacement, refund, or other resolution under this policy and applicable law.
Shipping Protection
Shipping Protection is an optional service and applies only to orders for which it was purchased.
Subject to the applicable Shipping Protection terms, qualifying claims may include packages lost or damaged during transit and qualifying theft/non-receipt situations after a carrier's delivery confirmation.
If Shipping Protection was not purchased, the order does not receive the additional benefits provided by Shipping Protection.
This does not affect rights that cannot legally be waived.
Packages Confirmed as Delivered
A shipment is considered delivered when the shipping carrier or authorized last-mile carrier records it as delivered to the shipping address provided by the customer during checkout.
If carrier tracking confirms delivery but the customer cannot locate the package, the customer should contact the carrier and ONAQ360 Support promptly.
ONAQ360 can provide available shipment information, including tracking numbers, delivery dates, carrier information, and available delivery records.
Where permitted by applicable law, ONAQ360 is not responsible for packages lost, stolen, misplaced, or otherwise missing after confirmed delivery to the address provided by the customer, unless applicable Shipping Protection provides coverage.
A claim that a delivered package cannot subsequently be located does not by itself establish that the order was not delivered.
Incorrect or Incomplete Addresses
Customers are responsible for the accuracy of the shipping information supplied during checkout.
If a shipment cannot be delivered, is misdelivered, or is returned because the customer supplied an incorrect or incomplete address, ONAQ360 may require payment of additional shipping costs before reshipping the order, where permitted by applicable law.
Order Cancellation
Please contact hello@onaq360.com as quickly as possible if you wish to cancel an order.
We will attempt to accommodate the request if the order has not yet entered processing or fulfillment.
Once an order has been processed, packed, dispatched, or transferred to the carrier, cancellation may no longer be possible. The customer may instead request a return after delivery in accordance with this policy.
Chargebacks and Payment Disputes
Customers are encouraged to contact hello@onaq360.com first if there is a problem with an order so we have an opportunity to investigate and resolve the issue.
If a payment dispute or chargeback is opened, ONAQ360 may provide relevant transaction records to the payment processor, card issuer, financial institution, or other parties involved in resolving the dispute, including order details, checkout information, customer communications, fulfillment records, tracking information, and delivery confirmation, as permitted by applicable law.
Nothing in this section prevents a customer from exercising any lawful rights available through their payment provider or card issuer.
Abuse of Returns or Refunds
ONAQ360 reserves the right, where permitted by law, to decline requests that involve fraudulent activity, materially false information, return abuse, or attempts to obtain multiple refunds or replacements for the same purchase.
This does not affect legitimate claims or statutory consumer rights.
Contact Us
For returns, refunds, exchanges, or order concerns:
ONAQ360 Support Team