Refund policy

At Onarqi, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may be eligible to return it in accordance with the terms below.

Our standard return period is 30 days.

Nothing in this policy affects any statutory rights you may have under applicable UK consumer law.

1. 30-DAY RETURN PERIOD

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item should generally be:

• Unworn

• Unused

• In its original condition

• In suitable original packaging where reasonably possible

• Free from damage caused by the customer

• Accompanied by reasonable proof of purchase or order information

We recommend trying clothing on carefully and keeping original tags attached until you have decided to keep the item.

2. NO-COST RETURNS

Onarqi provides no-cost returns for eligible returns under this policy.

Before sending anything back, please contact our customer service team so we can provide the appropriate return instructions.

Please do not send a return to an address that has not been confirmed by our customer service team.

3. HOW TO REQUEST A RETURN

To start a return, contact:

Email: support@onarqi.com

Please include:

• Your full name

• Order number

• Item(s) you wish to return

• Reason for the return

• Any relevant photographs if the item arrived damaged or defective

Our customer service team will review the request and provide the next steps.

4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective, or you receive an incorrect item, please contact us as soon as reasonably possible.

We may request photographs or other information so that we can investigate the issue and determine the appropriate solution.

Depending on the circumstances, we may offer:

• A replacement

• A refund

• Another appropriate remedy

Your statutory consumer rights are not affected.

5. ITEMS THAT MAY NOT BE ELIGIBLE FOR RETURN

Certain items may not be eligible for return where applicable law permits an exception.

This may include items that:

• Have been worn or used beyond reasonable inspection

• Have been damaged after delivery

• Have been altered by the customer

• Are returned without required information

• Are otherwise excluded by applicable consumer law

For hygiene or health reasons, certain products may also have specific return restrictions where permitted by law.

6. RETURN CONDITION

Customers should take reasonable care of products while deciding whether to keep them.

For clothing, we recommend:

• Trying items on indoors

• Keeping tags attached

• Keeping the original packaging where practical

• Avoiding stains, perfume, makeup, washing, or alterations before deciding to return an item

A return may be affected if the product has been unnecessarily handled in a way that goes beyond what is reasonably necessary to establish its nature, characteristics, and functioning, subject always to applicable consumer law.

7. REFUND PROCESS

Once your return has been received and assessed, we will process an eligible refund.

Refund processing time: up to 10 days.

The exact time for the funds to appear in your account can also depend on your payment provider or financial institution.

Refunds will generally be made using the original payment method where possible.

8. PAYPAL REFUNDS

If your order was paid through PayPal, eligible refunds will generally be processed back through the applicable PayPal payment method.

PayPal may have its own processing times after we issue the refund.

9. PARTIAL REFUNDS

Where only part of an order is eligible for a refund, we may refund the eligible items rather than the entire order.

10. EXCHANGES

If you would like a different size, colour, or item, please contact our customer service team.

Depending on stock availability and the circumstances, we may be able to arrange an exchange or may instead process a return and refund.

11. ORDER CANCELLATIONS

If you wish to cancel an order, contact us as soon as possible at:

support@onarqi.com

We cannot guarantee cancellation after an order has entered processing or shipment.

If cancellation is no longer possible, you may still have applicable return or cancellation rights under our policy and UK consumer law.

12. STATUTORY RIGHTS

This policy does not remove or restrict rights you have under UK consumer-protection law.

Where goods are faulty, not as described, or otherwise fail to meet applicable legal requirements, you may have additional statutory remedies.

13. RETURN ADDRESS

Unless our customer service team provides different instructions, our UK shipping and returns location is:

Onarqi
92 St John's Rd
Chelmsford CM2 0TY
United Kingdom

Please contact us before sending a return.

14. CONTACT

For return and refund questions:

Email: support@onarqi.com
Phone: +44 124 569 8856

Customer Service:

Monday – Friday: 09:00 – 17:00 GMT
Saturday – Sunday: Closed