Return and Refund Policy
At Onora, we aim to provide a clear and convenient shopping experience. This policy explains the conditions and process for order cancellation, returns, exchanges and refunds.
1. Cancellation Policy
Orders can be cancelled before they are shipped.
Once an order has been shipped, it cannot be cancelled through the website.
If you wish to cancel an order before shipment, please contact our customer support team with your order details.
2. Return and Exchange Policy
Returns and exchanges are available only for eligible products.
For most eligible products, the standard return window is 3 days from the date of delivery.
The applicable return eligibility and conditions are also mentioned on the respective product page.
To be eligible for a return or exchange:
- The product must be unused and unwashed.
- The product must remain in its original condition.
- Original packaging must be retained.
- Original product tags must remain attached.
- The return or exchange request must be raised within the applicable return period.
Products that do not meet the applicable eligibility conditions may not be accepted for return or exchange.
3. How to Initiate a Return or Exchange
To initiate a return or exchange, customers should contact the Onora customer support team within the applicable return period.
Please provide:
- Order number
- Product name
- Reason for return or exchange
- Relevant photographs or other information, if requested by our support team
Our customer support team will review the request and confirm the applicable return or exchange process.
4. Return Pickup and Self-Shipping
Where return pickup service is available at the customer's location, the eligible product will be collected from the delivery address.
If pickup service is not available at the customer's location, the customer may be required to self-ship the product to the designated return address provided by our support team.
The applicable return instructions and charges, if any, will be communicated to the customer before the return is completed.
5. Return and Exchange Charges
Return or exchange charges may apply depending on the product, reason for return and applicable return method.
Any applicable charges will be communicated to the customer before the return or exchange is processed.
6. Refund Policy
Refund requests may be accepted for eligible cases, including:
- Product quality mismatch
- Size mismatch, where applicable
- Colour mismatch
- Design mismatch
- Wrong product received
- Missing item in a combo order
- Damaged product received
Once the returned product has been picked up or received and the return has been verified and approved, the refund will be processed within 5–7 working days.
The refund will generally be processed through the same payment method used for the original transaction, subject to the applicable payment provider's processing time.
7. Non-Returnable Products
Customized products cannot be returned or exchanged.
Products that have been used, washed, damaged after delivery, or returned without the original tags or packaging may not be accepted.
Product-specific exclusions, where applicable, will be mentioned on the respective product page.
8. Return Request Timeline
Return or exchange requests must be raised within the applicable return period mentioned on the product page.
Requests submitted after the applicable return period may not be accepted.
9. Policy Applicable at the Time of Purchase
The Return and Refund Policy applicable to an order will be the policy displayed on the website at the time the order is placed.
Any future changes to this policy will apply to orders placed after the updated policy has been published.
10. Customer Support
For questions regarding cancellations, returns, exchanges or refunds, please contact Onora customer support.
Business/Brand Name: Onora
Operating Brand: Onora by SG Clothing
Phone: +91 9487303830
WhatsApp: +91 9487303830
Email: siva@sgclothing.in
Customer Support Time: Monday–Saturday, 9 AM–6 PM
Address: 474, Thoppupatti, South Vaithinathapuram Street, Virudhunagar, Tamil Nadu, Rajapalayam, 626117