Refund policy
Refund Policy
We offer a 14-day return and cancellation period for online purchases, in accordance with the Consumer Contracts Regulations 2013.
This means you have 14 days from the day you (or someone you designate) receive your goods to request a return or cancel your order, without providing a reason.
Nothing in this policy affects your statutory rights.
Eligibility for Returns
To qualify for a return, the item must be in the same condition as received, unworn or unused, with all tags and protective films intact, in the original packaging, and accompanied by proof of purchase.
Returns showing signs of wear, use, or damage beyond normal inspection may result in a reduced refund, as permitted under UK law.
How to Start a Return
To request a return, contact us at: contact@onolawatches.com
All returns must be approved before being sent back.
We will provide the correct UK return address after verification.
Items sent without approval will not be accepted.
Return Process
If your return is accepted, you will receive return instructions and, where applicable, a return label.
Goods must be returned within 14 days of notifying us.
Damaged or Incorrect Items
Please check your order upon delivery and contact us immediately if the item is damaged, defective, or incorrect.
We will assess the issue and arrange a replacement or refund where appropriate.
Non-Returnable Items
We cannot accept returns for personalised or custom items.
We cannot accept returns for perishable items.
We cannot accept returns for personal care products.
We cannot accept returns for hazardous or flammable materials.
Sale items can be returned if faulty.
Cooling-off rights still apply to sale items purchased online.
If you’re unsure whether your item qualifies, contact us.
Exchanges
To exchange an item, return the original product first.
Once the return is accepted, you can place a new order.
EU Cooling-Off Rights
Orders delivered to the European Union also qualify for a 14-day cancellation period under EU law.
Refunds
Once your return is received and inspected, we will notify you of approval or rejection.
Approved refunds will be issued to your original payment method within 14 days of receiving the returned goods.
Your bank or card issuer may take additional time to process the refund.
Statutory Rights
Nothing in this Refund Policy affects your rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.