Politique de remboursement
At ONAQ360, we stand behind every product we sell. Our goal is your complete satisfaction. If something is not right, we will make it right.
We recommend using your product for at least 7 days to experience its full benefits before requesting a return.
60-Day Money-Back Guarantee
We are confident in the quality of our products. If you are not fully satisfied, you may return your item(s) within 60 days of your order date.
What is covered
• Full refund to your original payment method
• Items returned within 60 days of the order date
• Items in reasonable condition
• One return per order
What is not covered
• Shipping fees — these are non-refundable
• Return shipping costs — the customer is responsible for all return shipping charges
• Items damaged through normal use, wear and tear, or misuse
⚠ Return Shipping
The customer is responsible for the cost of return shipping. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.
Insured Shipping — Package Protection
This section applies only to orders where Package Protection was purchased at checkout.
At checkout, you can add Package Protection to your order. This covers your shipment in the event of loss, theft, or damage during transit.
What is covered
• Lost packages — not delivered within the expected timeframe
• Stolen packages — confirmed delivered but not received
• Damaged items — product physically damaged upon arrival due to transit
What is not covered
• Incorrect shipping address provided by the customer
• Damage caused by normal use, wear and tear, or misuse
• Returns or exchanges — Package Protection covers transit only
How to file a claim
Email us at hello@onaq360.com within 72 hours of the expected delivery date with your order number and a description of the issue. If eligible, we will send a replacement or issue a full refund.
Please note: The Package Protection fee is non-refundable. It covers the shipping protection service only and is not refunded in the event of a return or exchange.
Exchanges
Wrong size? We know stuff happens. We will exchange your item for the correct size within 60 days of your order date — just reach out and we will make it right. We offer one free size exchange per order. If the replacement size still does not fit, the item becomes eligible for a return under our standard 60-Day Money-Back Guarantee, but additional free exchanges are not available.
To request an exchange, email us at hello@onaq360.com with your order number and the size you need. Once we confirm your request, we will send the replacement. The customer is responsible for return shipping costs.
How to Request a Return
1. Email us at hello@onaq360.com with your Order Number (or the name and email used to place the order).
2. Our team will review your request and respond within 24 business hours.
3. Once approved, we will provide the return shipping address and instructions.
4. Ship the item back at your own expense using a tracked service.
5. Once received and inspected, your refund will be processed within 7 business days.
Do not send any items before receiving written confirmation from our team.
Order Cancellation
You may cancel or modify your order within 12 hours of placing it. After this window, the order will have entered processing and we may not be able to make changes.
• Cancellations within 12 hours: full refund within 7 business days
• Cancellations after 12 hours: may not be possible — contact us as soon as possible
Damaged or Defective Items
We carefully inspect and package every order. If your item arrives with a manufacturing defect or is physically broken upon arrival, please contact us immediately. We know stuff happens — if something isn’t right, just reach out and we’ll make it right.
What qualifies as damage
• Manufacturing defects
• Product physically broken upon delivery
What does not qualify
• Dented or scuffed packaging where the product itself is intact
• Damage caused by normal use, wear and tear, or misuse
To report damage: email hello@onaq360.com within 72 hours of delivery with a clear photo of the damage. If eligible, we will send a replacement at no cost to you.
Shipping & Delivery
While we do everything possible to ensure timely delivery, ONAQ360 is not responsible for delays caused by couriers, customs, or other factors outside our control.
• For delivery issues, please contact the courier directly
• ONAQ360 is not responsible for lost, stolen, or delayed packages once dispatched
• It is the customer’s responsibility to provide the correct shipping address at checkout
• If an incorrect address is provided and we are not notified within 12 hours of ordering, we cannot offer a resend or refund
Changes to This Policy
ONAQ360 reserves the right to update this policy at any time. Please review the latest version before making a purchase. By purchasing ONAQ360 products, you accept the terms of this policy.
Individual product pages may include specific return terms that take precedence over this general policy.
Contact Us
Our support team is here to help. We typically respond within 24 business hours.
Email: hello@onaq360.com
Website: onaq360.com
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