Return policy

RETURN POLICY

HOW TO RETURN

Should you wish to return an Onili product, please state your return request explicitly, within 14 days from receiving the product, either by sending us an email at contact@onili.ro or by completing the Return Form from here.
After we carefully analyze your request we’ll let you know the proposed solution for your return. Considering that we want you to be completely satisfied with your Onili products, please be assured that we’ll do all our best to solve your return request.
In order to be accepted for return the products must be sent to us within 14 days from receiving the order. All return fees and risks are completely on your expense and must be paid in advance.

We reserve the right to accept or not your return only after checking if the products fulfill the conditions requsted below.

If your returned products are without / with damaged original box, without / with damaged original labels, without the safety tag attached, we reserve the right to deduct the sum resulted from the decrease in value of the returned products or to have the products redelivered to you, exclusively on your expense.
In case of a declined return as we have to redeliver the products to you and should you refuse to accept the returned package, we reserve the right to keep the products and the corresponding amount that was paid.
In case of an exchage, exchanged products will be dispatched in a timeframe of 5-7 working days from receiving the returned products. Please note that you can not exchange a product for a different product.
In case of a refund, refunds will be arranged in a timeframe of 30 working days from receiving the returned products.

RETURN CONDITIONS

Returned products must be new, without any sign of use, without any faults occurred as a result of wear / tear / damage. All shoes must be tried on a carpeted surface which leaves no traces.
Returned products must be in their original undamaged package, with all the original undamaged labels and the safety tag attached. The box, the labels and safety tag are part of the product.
Returned products must be accompanied by the Return Form with complete information as requested.
Please note that the package must be returned to the address mentioned in the Return Form.
We reserve the right to decline and redeliver to you any returned product that does not fulfill all the return conditions mentioned above.
All return fees and risks are completely on your expense and must be paid in advance.

Please note that we do not accept cash on delivery returns. Please note that we do not accept unidentified returns. Please note that we do not pick up returns from Romanian Post Office or any other post office.
Please not that the merchandise must be returned in one mailing; we reserve the right to refuse multiple returns at different times from one order.
Please note that we can only accept returns from the country which the shipment was sent to.
Please note that repeatedly requests for returns from the same customer can be considered abuse.

REFUND

In case of requesting a refund, please note that the following taxes can not be refunded and will be deducted from your order value: standard or expres delivery costs (including free delivery promotions), custom duties, bank charges in case of bank transfer or card payment, potential losses due to currency rate fluctuations, other taxes if any.
In case of international delivery outside EU, we cannot refund custom duties, import tax, handling costs, and all other specific taxes which were imposed once a shipment reached your country and were invoiced separately through our logistic partner.
Refunds, except the above fees, will be arranged by card or bank transfer, in customer bank account, in a timeframe of 10 working days from receiving the return. Once you receive the email with the refund confirmation, please allow up to 30 working days for the refund to be credited to your account; this timeframe will depend exclusively on your bank or card issuer and it’s outside our control.
In case the recipient of the product does not correspond with buyer of the product, the refund will be arranged to the original buyer and credit card holder / the same account from which the bank transfer was made.