REFUND & RETURN POLICY
Merchandise: ONA stands behind the quality of each of our products by offering an easy return process. Within 15 days of delivery, we will only refund for 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.
Refunds are accepted on international orders, but original shipping fees, insurance, tariffs, and return shipping fees will not be refunded nor reimbursed by ONA.
ONA reserves the right to reject refunds on products where it determines the product has been used and is therefore not restockable (unsaleable) or which does not include the original tags and accessories. Do not return used items for a refund.
To process a return, kindly email us at customercare@onabags.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 non-transferable, limited lifetime warranty, covering all original workmanship and material defects on products purchased directly from our website or one of our authorized retailers. You'll need to include your original receipt for your purchase in reference to warranty requests.
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. If your bag needs repair outside of the Warranty, try our ONA Refurbishing Program.
Zippers and 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 customercare@onabags.com.
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 customercare@onabags.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.
PRODUCT CARE
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 Canvas Wax.
DISTRIBUTORS
If you are a retailer interested in stocking ONA products in a store and you would like information about becoming a distributor, please contact us at wholesale@onabags.com.