Return & Exchange Policy
ONA stands behind the quality of each of our products by offering an easy return process. Within 15 days of delivery, we will refund or exchange new, unused merchandise that retains its original tags, parts and accessories purchased from onabags.com. We’ll send you a shipping label and deduct the cost of shipping from your refund. Please note international orders can be returned / exchanged but the return shipping fees will not be covered by ONA.
ONA reserves the right to return products to customers that it determines are used or unsaleable or which do not include original tags and accessories.
To process a return, kindly email us at email@example.com. Once we receive your return, the processing will take 2-3 weeks. We will send you an email update once the refund has gone through.
Giftcards: The purchase of an ONA gift card is nonrefundable. Please note that purchases made with an ONA gift card can be returned for store credit only.
WARRANTY & REPAIRS
ONA bags and accessories are hand-crafted using the top-quality materials, sourced from the finest purveyors around the globe. All ONA products carry a limited lifetime warranty, covering all original workmanship and material defects on products purchased directly from our website or one of our authorized retailers. The warranty does not cover damage due to improper care, negligence, loss, misuse, accident, or natural wear and tear that occurs to the product and materials as the bag is used over time. Buckles, due to their heavy use and moving parts are only covered for 4 years from purchase. Due to the artisanal production of our collection and the organic nature of our materials, variations in leather and patina on hardware are expected, and are part of what makes every ONA bag so unique.
If you have any questions or concerns regarding your ONA product, please contact firstname.lastname@example.org.
ORDER MODIFICATIONS & CANCELLATIONS
Orders cannot be modified after they have been submitted. If you wish to cancel your order please send an email as soon as possible to email@example.com. We will make every effort to accommodate your request, however, there may be some instances where we are unable to cancel your order before it ships. If your order has already shipped out, our normal return policy will be in effect.
Leather: Our leather is designed to age gracefully and with the character expected from a designer bag. We recommend using a mild leather cream to maintain the leather’s appearance. To remove surface dirt, simply wipe the leather with a soft damp cloth.
Waxed Canvas: Clean off any visible dust or dirt with a light scrub brush or a damp sponge. Do not apply heavy detergents. To maintain the vibrant finish, reproof periodically with ONA Wax.
If you are a retailer interested in stocking ONA products in a store outside of the United States, please contact the appropriate distributor as listed below. If we do not have a distributor in your territory, and you would like information about becoming a distributor, please contact us at firstname.lastname@example.org.
Australia and New Zealand
C.R. Kennedy & Company Pty. Ltd.
C.R. Kennedy & Company Pty. Ltd.
JCL Sales Group Ltd.
China and Hong Kong
Shenzhen Hua-chuang-tai Trading Co., Ltd.
Address:No 5522, 5/F,
Lou-shang Innovational Park Area, Building 803,
Sungang Zhan-yi Road,
Lou-Hu Disctrict, Shenzhen, China.
Tel: +86 0755 83766323
Johnsons Photopia Ltd.
Europe, The Middle East and Africa
Funan Digitalife Mall, Singapore 179097
Saeki P&C Co., Ltd