Refund policy

Returns & Refund Policy

Last Updated: 27 July, 2026

At ONASAI, we want you to shop with confidence. As a brand owned and managed by Convasio Studios, we work with trusted print-on-demand and dropshipping fulfillment partners to manufacture and ship many of our products only after an order has been placed.

Because many of our products are made specifically for each customer, our Returns & Refund Policy differs from that of traditional retailers.

By placing an order through ONASAI, you acknowledge and agree to this policy.

Our Fulfillment Model

Many ONASAI products are:

Made to order
Produced specifically for each customer
Manufactured by trusted third-party production partners
Shipped directly from our fulfillment partners

This helps reduce unnecessary waste while allowing us to offer a wider range of products.

As products are manufactured specifically for your order, returns for change of mind are generally not accepted.

Return Eligibility

We may approve a refund, replacement, or store credit if:

Your item arrives damaged during transit.
Your product has a manufacturing or printing defect.
You receive the wrong product, design, size, or color due to our or our fulfillment partner's error.
Your order is confirmed as lost in transit following the carrier's investigation.
The item differs materially from what was advertised.

All claims are subject to review before approval.

Items Not Eligible for Returns or Refunds

Unless required by applicable consumer protection laws, we cannot accept returns or provide refunds for:

Change of mind.
Ordering the wrong size or color.
Incorrect product selection by the customer.
Minor color differences caused by screen settings or printing processes.
Slight variations in print placement, stitching, or manufacturing tolerances.
Delays caused by customs authorities or shipping carriers.
Incorrect shipping information provided during checkout.
Orders refused because customs duties or import taxes were not paid.

How to Submit a Claim

If you believe your order qualifies for a refund or replacement, please contact us within 14 days of receiving your order.

Email:

hello@onasai.com

Please include:

Your order number.
Your full name.
A description of the issue.
Clear photographs or videos showing the problem.
Images of the packaging where applicable.

Providing complete information helps us resolve your claim as quickly as possible.

Claim Review

Once your claim has been received, we will investigate the issue with our fulfillment partner.

Additional photographs or information may be requested before a decision is made.

Claims submitted after the 14-day reporting period may not be eligible for a refund or replacement.

Resolution Options

If your claim is approved, ONASAI may, at its sole discretion:

Send a replacement product.
Provide store credit.
Issue a partial refund.
Issue a full refund.

Approved refunds are returned to your original payment method.

Most refunds appear within 5–10 business days, depending on your payment provider.

Physical Returns

Because many ONASAI products are made specifically for each customer, physical returns are not usually required.

If we determine that a return is necessary, we will provide detailed return instructions.

Please do not send products back without receiving authorization from our support team.

Unauthorized returns may not be accepted or refunded.

Important Information About Our Suppliers

ONASAI remains your sole point of contact for:

Customer support
Returns
Refunds
Replacements
Order enquiries

Please do not contact our manufacturers, print providers, or shipping partners directly.

We manage all communication with our fulfillment partners on your behalf.

Non-Returnable Products

The following products cannot be returned unless they arrive damaged, defective, or incorrect:

Personalized or custom-made products.
Digital downloads.
Gift cards.
Final Sale items.
Products specifically marked as non-returnable.

Hygiene & Health Products

For health, hygiene, and consumer safety reasons, the following items cannot be returned once dispatched unless they are defective or supplied incorrectly:

Swimwear
Bikinis
One-piece swimsuits
Bodysuits
Underwear
Lingerie
Socks
Hosiery
Earrings and pierced jewelry
Face coverings
Cosmetic and skincare products
Hair accessories that make direct contact with the scalp

This policy complies with applicable consumer protection and hygiene regulations.

Final Sale Items

Products marked Final Sale are not eligible for:

Returns
Exchanges
Refunds
Store credit

unless the product arrives damaged, defective, or incorrect.

Final Sale products may include:

Clearance products
Promotional items
Limited-edition collections
Certain intimate apparel
Selected seasonal merchandise

Please review product pages carefully before purchasing.

Exchanges

We currently do not offer direct exchanges.

If you require another size, color, or variation, please place a new order.

Refunds for the original order will only be issued if the product qualifies under this policy.

Lost Packages

If tracking shows that your shipment has been lost, please contact us.

We will investigate with the shipping carrier and our fulfillment partner.

If the carrier confirms the shipment has been lost, we will determine the appropriate resolution, which may include a replacement or refund.

Chargebacks

We kindly ask customers to contact ONASAI before initiating a payment dispute or chargeback.

Most issues can be resolved quickly through our support team.

Chargebacks initiated without first contacting us may delay resolution while the payment provider investigates the claim.

Consumer Rights

Nothing in this Returns & Refund Policy limits or excludes any statutory rights available to you under applicable consumer protection laws.

Where local law grants additional rights regarding cancellations, refunds, or returns, those rights will apply.

Policy Updates

We may update this Returns & Refund Policy from time to time to reflect changes in our business operations, legal requirements, or fulfillment processes.

Any changes become effective upon publication on this page, and the Last Updated date will be revised accordingly.