Return and Refund Policy
Your satisfaction is our main priority so if for any reason you are not happy with your purchase please get in touch by completing the form HERE. Following a return request we may determine that a refund can be issued without requiring a return.
Most of our products can be returned within 30 days of delivery and some products have different requirements associated with them as seen below.
Once you posted your parcel back, please allow 2 weeks for the return to reach us and the refund to be issued.
Returns are handled by our partner Cross Border Returns, please complete a short form to start the process and receive a prepaid return label - access returns form here. Should you not find your country in the Sender Country list please contact us to offer you an appropriate return option.
If the item is returned in the original packaging, sealed and unused, using our prepaid label and within 30 days from receiving it, we will issue a full refund for the value of the product.
We will not refund any postage fees and the item must be returned in the original condition, unopened and unused otherwise we might apply a restocking fee of up to 50% of the product value on any item returned which does not meet these conditions.
If the order had been delivered by Expedited delivery we will not refund the shipping costs paid for this service and therefore only the value of the item will be refunded.
Once your return is received at our warehouse in the condition expected we will issue a refund using the same payment method used for the original order, Card or Paypal and it can take 3 to 5 days to show on your account due to the time taken by banks to process the payment.
Return of non-faulty goods
If you are not happy with your purchase or you do not want it anymore despite the product having been received in good working condition, you can return it provided that the product is new, unused and in the original packaging, you will bear any extra cost of returning the consignment and will let us know of your intention to return within 30 days of delivery.
Once we receive it we will refund the price of the product however we will not refund the original delivery charges or any postage fees.
Any products that have been opened, damaged or otherwise altered after delivery will not be accepted for a refund and upon receiving such return we might charge up to 50% restocking fee therefore only refund 50% from the value of the product and no refund for the delivery fees.
To ensure the return is received in good condition, please package your item with care to reduce the chances of damage in transit. We recommend that you use a recorded-trackable delivery service because we will not be able to issue a refund if we do not receive the return.
Return of faulty, damaged or incorrect items
If you received an incorrect, damaged or defective item you might not need to return it therefore please contact us so we can offer you a more appropriate solution such as a replacement, a refund or a return label.
No return shipping costs will apply if the return is due to Onogo error.
We undertake to replace or compensate your product during the period of 3 months since the date of delivery. This warranty does not apply to any product or part that has been subject to misuse, negligence or accident.
Products not eligible for return
Below is an overview of items that cannot be returned due to health protection or hygienic reasons. This is not a complete list of non-returnable items and all returns are subject to review by Onogo for final authorization.
- Oral Hygiene & Oral Care Items
- Bluetooth headsets
- Corded headsets
- Baby products
- Makeup products
- Feminine Care & Sexual Health
- Pets products
- Any opened items
We will only accept a return if the product is sealed and never opened or defective. Any software that has had the factory seal opened is not eligible for return or refund.
Electronics can be returned within 30 days of receiving the delivery.
If the product is received defective or damaged we need to be informed within 14 days of receipt in order to make a return.
Please allow 2 weeks for the return to reach us and for the product to be inspected in order to refund accordingly. Upon inspection should the product prove not to be faulty then a restocking fee of up to 50% from the value of the product might be applied for returning a used product.
If the product becomes defective after 30 days of receiving it and is under warranty please contact us to pursue a warranty claim.
If the product becomes defective after 30 days of receiving it and is under warranty please contact us here or call our customer services 0800292278 to pursue a warranty claim.
Check FAQs here.