Refund policy

Return & Refund Policy

At Onarz, we're committed to providing products that support your knees and help you keep doing the things you want to do. We recommend wearing your strap for at least 14 days before deciding whether it's right for you — it can take a little time to find the placement and tension that suit your leg. If you're not satisfied with your purchase for any reason after those 14 days and within our 60-day money-back guarantee, please contact us at support@onarz.store.

Cancellation Policy

Any changes or cancellations to an order must be made within 24 hours of placing it. After this time we may not be able to accommodate your request, as the order will already have entered processing. If you cancel within 24 hours, we'll process your refund within 7 business days.

60-Day Money-Back Guarantee

We're confident in our product, and we encourage you to give it a fair trial of at least 14 days so you can judge it properly. If you're still unhappy and wish to return your order, you may do so after 14 days and within the 60-day guarantee period. Please note that shipping fees (if applicable) are not refundable.

To start a return, get in touch through the form on our Contact Us page or email us directly at support@onarz.store. To speed things up, please include your order number, or the name and email address used to place the order.

Damaged Items

We package our products carefully to prevent damage in transit. We consider an item damaged if it has a defect or is physically broken. Packaging damage that occurs during shipping — dented boxes and similar — where the product itself is in good condition is not considered damage.

If your item arrives damaged, let us know within 72 hours of delivery. Email support@onarz.store with a clear photo of the damage and we'll determine whether you're eligible for a free replacement. We don't refund, replace, or accept returns for items damaged through normal use, wear and tear, or misuse.

Shipping and Delivery

We work to get your order to you promptly, but we can't be held responsible for shipping or delivery delays outside our control, including those caused by couriers, customs, or other issues arising in transit. If you have a problem with your delivery, please contact the courier directly for assistance. We're not responsible for lost, stolen, or delayed packages.

Incorrect Shipping Address

It's the customer's responsibility to ensure the correct shipping address is entered at checkout. If the address is incorrect and we aren't notified within 24 hours of the order being placed, you won't be entitled to a resend or a refund.

Changes to This Policy

We reserve the right to modify this Return & Refund Policy at any time, and it's the customer's responsibility to review the most recent version before purchasing and using our products. By purchasing and continuing to use Onarz products, customers indicate their acceptance of this Return & Refund Policy.