Refund Policy

We’re here to make things right. If, for any reason, your Onola order does not meet your expectations, we offer returns, exchanges, or refunds under the terms below. This policy is provided in accordance with applicable consumer laws in the United Kingdom, European Union, United States, Canada, and Australia.

Returns
You may return eligible items for a refund, store credit, or exchange within 30 days of delivery. To be eligible, items must be returned in their original condition: unworn, unaltered, undamaged, with all original packaging, tags, warranty cards, serial numbers, protective stickers, and any included accessories. For watches, please ensure the protective stickers and plastic are intact where applicable, and that the warranty card and serial number remain with the product.

How to start a return
Request your return by emailing support@onolawatches.uk with your order number, item name/model, and reason for return. Once your request is reviewed and approved, follow the return instructions provided by our support team and include the completed return form with your package.

Important return conditions

  • Items must be unworn, unaltered, and undamaged.

  • All original packaging, tags, warranty documents, serial numbers, and accessories must be included.

  • We cannot accept returns that show signs of wear, water damage, physical abuse, or alteration.

  • Custom or engraved items are non-returnable unless faulty.

  • Customers are generally responsible for the cost of return shipping unless the return is due to our error (faulty, damaged, or incorrect items) or items returned from an address error as described below. We recommend using a tracked and insured shipping method and sharing the tracking number with us for faster processing.

Refunds & exchanges
Once we receive and inspect your return:

  • Approval: If your return meets our conditions, we will process your refund or exchange within 7 business days.

  • Refund timeline: Refunds may take 1–2 billing cycles to appear on your statement, depending on your bank or card issuer.

  • You will receive an email confirmation when your refund or exchange has been processed.

  • For exchanges, if the replacement item is of higher value you will be asked to pay the difference; if lower value, a partial refund will be issued.

Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect, contact us immediately at support@onolawatches.uk with photos of the item and packaging, and your order number. We will assess the issue and, where appropriate, offer a replacement, repair, or full refund at no cost to you. Claims for damaged or incorrect items should be made as soon as possible to help us with carrier investigations.

Non-returnable items
We cannot accept returns for items that:

  • Show signs of wear, laundering, water damage, or physical alteration;

  • Are missing original packaging, serial numbers, warranty cards, or accessories;

  • Are custom, engraved, or clearly personalised (unless faulty).

Incorrect or incomplete address
You are responsible for providing an accurate delivery address. If a parcel is returned to us because it was delivered to an incorrect or incomplete address provided at checkout, we will offer:

  • Free reshipment — we will resend your order at no extra cost once you confirm the correct address; or

  • Refund — if you prefer a refund, we will issue it once the parcel arrives back at our facility. Return shipping to us and any additional handling costs may be applied depending on the circumstances.

Refused or unclaimed packages
If a package is refused upon delivery or remains unclaimed and is returned to us, you may choose between:

  • Free reshipment once you confirm the delivery address; or

  • A refund, minus a 15% restocking fee to cover original shipping and handling costs.

Lost or missing returns in transit
If you used a tracked return service and the parcel is lost in transit, please provide the tracking number to support@onolawatches.uk so we can start an investigation with the carrier. We recommend returned parcels are insured for their full value.

Warranty repairs
Separate from returns, warranty repairs are handled according to the product warranty terms. If your watch requires repair under warranty, contact support@onolawatches.uk with your proof of purchase and a description of the issue. We will advise the next steps for repair or replacement.

Consumer rights
This policy does not affect your statutory rights under applicable consumer protection laws. Depending on your jurisdiction, you may have additional rights (for example, the right to a refund for faulty goods). Where local law provides greater protection, that law will apply.

Processing times & support
We process returns and refunds as quickly as possible. After we receive your return, inspections and refund/exchange processing take up to 7 business days. If you have any questions or need help, our support team is available 7 days a week and replies within 24 hours at support@onolawatches.uk.

Company information
Onola
Registered Office: 128 City Road, London, United Kingdom, EC1V 2NX

Changes to this policy
We may update this Return & Refund Policy from time to time. Any changes will be posted on this page with an updated effective date. Continued use of the Site after changes constitutes acceptance of the revised policy.