Returns and Exchange Policy

We know that sometimes things don’t go as planned, and you might need to return or exchange an item. We want you to love every item you purchase from us! If you bought from ona-luxury.com, and it’s still in its original condition, you’ve got 30 days to send it back!

Which Items Can I Return or Exchange?

If an item is to be returned or exchanged, you need to have all the original packaging, labels (still attached to the products). All items must be clean, unworn, unwashed, and unused. Items purchased from our online store may be returned or exchanged within thirty (30) days from the day of purchase.
Please see below for exceptions to the thirty (30) day rule:

  • Gift cards are non-returnable, and all sales are final both online and in-store.

At ONA, we are committed to upholding consumer rights and ensuring a fair and transparent shopping experience. If you wish to receive a full refund, the item(s) must be returned in their original packaging, unused, unwashed, and unworn. Each return is carefully inspected, and if the item(s) are found to be damaged or do not meet our return policy criteria, ONA reserves the right to decline the return and send the package back to you.
Our goal is to maintain the highest quality standards while ensuring a smooth and fair process for all customers. ONA reserves the right to edit or update qualifying return and exchange conditions without prior notice.

Return or Exchange Process

Customers who wish to return or exchange an item purchased online must email us at orders@vyvergroup.com. Once your request is submitted, detailed instructions will be sent via email to guide you through the return or exchange.

You will receive a waybill and packing slip via email. Please print both documents and have them ready with your package for collection. We will arrange for the courier to provide a plastic shipping bag. Once we receive your parcel, we will inspect your order to ensure it is in clean, unwashed, unworn, and unused condition.

Please allow 5-7 business days for your exchange to be processed after your item has been received. You will receive an email once your return or exchange has been approved and dispatched. Exchanges will be sent to the same delivery address used for the original order.

General Terms

Customers may return or exchange items purchased online within thirty (30) days of purchase. Refunds will be processed as an ONA Gift Voucher (store credit).
Cash refunds are not available under any circumstances.

A valid proof of purchase is required for all refunds and exchanges. This may include a digital receipt, payment confirmation email, or a gift receipt.

If you receive an incorrect or damaged product, ONA will replace it with a new one, provided the item is returned in its original packaging with all tags and accessories included.

The following will not be considered defects and do not qualify for returns under this section:

  • Normal wear and tear

  • Damage caused by negligence, misuse, or improper care

  • Alterations or modifications made to the product

  • Products that match their online description but do not meet personal preference

  • Worn, faded, or damaged size and care labels

Please contact our support team at orders@vyvergroup.com, and we will assist you.

Please note that for any return, we will only refund the purchase value — meaning we will only refund what you paid, even if the item was on sale or purchased with loyalty points.

Conditions for Returns & Exchanges

Returns and exchanges will only be accepted if the following conditions are met:

  • The item is unworn, unwashed, and unused, with all original packaging, tags, and seals attached.

  • The item is in a resalable condition.

  • For hygiene reasons, underwear and socks cannot be returned or exchanged.

  • Customers may be required to provide personal details to process returns or exchanges securely.

  • Gift vouchers are non-refundable.

  • Limited edition items may not be available for exchange due to stock limitations.

ONA reserves the right to decline a return if the item does not comply with the above conditions.

 

Manufacturer Defects

If a factory fault is identified within 6 months of receiving the item, ONA will replace it after inspection by our team.
If the issue is not deemed a factory fault, ONA reserves the right to decline the exchange.
After 6 months, no replacements will be made as we cannot verify how the item was used or maintained.

Sale Items

Sale items may only be returned for a refund in the form of store credit or an ONA gift card. Exchanges are permitted for sale items only if the required size is available.
All returns must still meet the standard return conditions, including being unused, unwashed, and in their original packaging with tags attached.

Store credit or gift cards issued for returned sale items are non-transferable and cannot be redeemed for cash.