Refund policy

RETURNS & REFUND POLICY

We have a 15-day return policy, which means you have 15 days after receiving your order to request a return.

To be eligible for a return due to a change of mind, your item must be in the same condition in which you received it: unused, unmodified, with its tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return request, please contact us at support@onzom.com.

Items sent back to us without first requesting and receiving authorization for a return will not be accepted.

Damaged, Broken, or Defective Products

If you receive a product that has a manufacturing defect, damage, breakage, or if you receive the wrong item, please contact us as soon as possible after receiving and opening your package.

To evaluate this type of claim, you will be required to provide clear photographs showing:

• The complete product and the reported defect, damage, or breakage.

• The exterior and interior packaging in which the product was received.

• The shipping label on the package.

• Detailed photographs of the specific area where the problem is located.

The photographs must reflect the condition of the product immediately after opening the package and before the product has been used, installed, modified, repaired, or handled in a way that could cause or alter the reported damage.

Claim Verification

As part of our quality control process, we may retain photographs, videos, or other records showing the condition of the product and/or package during preparation, packaging, and shipment.

When a claim is submitted for a product allegedly received damaged, broken, or defective, the photographs and other evidence provided by the customer may be compared with our available records for that order prior to shipment.

This verification process helps us determine, to the extent reasonably possible, whether the issue is related to a manufacturing defect, damage during transportation, or another cause occurring after delivery.

We reserve the right to reject damage claims when the available evidence reasonably indicates that the damage occurred after delivery, including damage resulting from misuse, improper handling, modifications, accidents, or intentional damage.

Intentionally damaging, modifying, or altering a product after it has been received does not make the product eligible for a refund, replacement, or return as a defective or damaged item.

Providing photographs does not automatically guarantee approval of a refund or replacement. Each claim will be reviewed individually based on the available evidence and this policy.

Shipping Damage

If your package shows visible signs of impact, crushing, punctures, or other shipping-related damage, we recommend taking photographs of the package before disposing of any packaging materials.

Please keep the product and all original packaging while your claim is being reviewed, as we may request additional photographs or information necessary to evaluate the case.

If we determine that the product arrived damaged during transportation or has a manufacturing defect covered by our policy, we will provide an appropriate resolution, which may include a replacement, return, or refund, depending on the circumstances.

Non-Returnable Items

Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom or made-to-order products, and personal care goods.

We also do not accept returns for hazardous materials, flammable liquids, or gases.

Unfortunately, we cannot accept returns on sale items or gift cards, except where required by applicable law.

If you have questions about the eligibility of a specific item, please contact us at support@onzom.com.

Exchanges

The fastest way to get a different item is to first request a return for the product you received and, once the return has been accepted, make a separate purchase for the new item.

European Union

Where applicable, customers located in the European Union may exercise any withdrawal or cancellation rights provided to them under applicable law.

This does not limit any consumer rights that may apply to defective, damaged, or incorrectly supplied products.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, the applicable amount will automatically be refunded to your original payment method within 10 business days.

Please remember that your bank or credit card company may require additional time to process and post the refund to your account.

If more than 15 business days have passed since we approved your refund, please contact us at:

support@onzom.com