Refund policy
Returns & Refund Policy
Last updated: 12 April 2026
Overview
At Onasai, all products are made to order and fulfilled by third-party print-on-demand and dropshipping suppliers. Because items are produced specifically for each customer, our returns and refund policy reflects the nature of this fulfilment model.
By completing a purchase, you agree to the terms outlined below.
What We Can Accept Returns For
We will offer a refund, replacement, or store credit only in the following circumstances:
- The item arrived damaged or defective due to a production error
- The item received is significantly different from what was ordered (wrong design, wrong colour, wrong item)
- The item was lost in transit and confirmed undelivered after the carrier's investigation period
We do not accept returns or issue refunds for:
- Change of mind or buyer's remorse
- Incorrect size selected by the customer (please refer to our size guides before ordering)
- Minor colour variations due to screen calibration or print production tolerances
- Delays caused by customs, carriers, or circumstances outside our control
- Orders where an incorrect shipping address was provided at checkout
How to Raise a Claim
To be eligible for a refund or replacement, you must:
- Contact us at hello@onasai.com within 14 days of the confirmed delivery date
- Provide your order number
- Include clear photographic or video evidence of the issue
- Describe the problem in detail
Claims submitted outside the 14-day window will not be eligible for a refund or replacement under any circumstances.
Resolution Options
Once your claim is reviewed and approved, we will offer one of the following at our discretion:
- Replacement item — a new item reproduced and dispatched at no cost to you
- Store credit — applied to your ONASAI account
- Partial or full refund — returned to your original payment method within 5–10 business days
We reserve the right to determine the most appropriate resolution based on the nature of the issue and supplier guidelines.
Important: We Are the Retailer
ONASAI acts as the retailer and your sole point of contact for all order and returns queries. Do not contact our suppliers directly. Any disputes must be raised with us, and we will liaise with our fulfilment partners on your behalf.
We will not be held responsible for supplier errors that fall outside our control, but we commit to advocating on your behalf to reach a fair resolution.
Non-Returnable Items
The following cannot be returned or refunded under any circumstances:
- Customised or personalised items (unless defective)
- Items marked as final sale or non-returnable at the time of purchase
- Digital products or downloadable content
Non-Returnable Items — Hygiene & Health Grounds
For hygiene and health protection reasons, the following items are strictly non-returnable and non-refundable once dispatched, unless arriving damaged or defective:
- Swimwear & Bikinis — including bikini tops, bottoms, swimsuits, and bodysuits
- Underwear & Lingerie — including briefs, thongs, bralettes, and intimate apparel
- Earrings & Pierced Jewelry — including studs, hoops, and drop earrings
- Face Coverings & Masks
- Hair Accessories — including hair ties, clips, and headbands that make direct scalp contact
- Socks & Hosiery
- Skincare & Beauty Products — including any items applied to the skin
This policy is in place in accordance with UK Consumer Contracts Regulations 2013, which permits retailers to restrict returns on sealed goods that are not suitable for return due to health or hygiene reasons, where the seal has been broken after delivery.
By completing your purchase of any of the above items, you confirm your understanding that these products are exempt from our standard returns policy.
Final Sale — No Returns or Exchanges
Certain items are explicitly marked as Final Sale on the product page. These items are not eligible for return, exchange, refund, or store credit under any circumstances — including if the item arrives in perfect condition.
Final Sale applies to all garments that make direct contact with intimate areas of the body, including:
- Swimwear and bikinis (tops, bottoms, and sets)
- Bodysuits
- Lingerie and undergarments
- Sports bras
- Yoga shorts and similar activewear with intimate contact
When submitting a return request, Final Sale items will not be available for selection. If you cannot select an item, it is because it is marked Final Sale and is ineligible under any circumstances. Any Final Sale item returned without authorisation will be discarded and no refund, credit, or replacement will be issued.
This is in accordance with the UK Consumer Contracts Regulations 2013.
Chargebacks & Disputes
We strongly encourage customers to contact us directly before initiating a chargeback or payment dispute. We are committed to resolving issues fairly and promptly. Chargebacks initiated without prior contact may result in your account being flagged and future orders declined.
Exchanges
We do not offer direct exchanges. If you require a different size or variant, please submit a new order. Refunds for the original order will only be issued if it meets the eligibility criteria above.
Shipping Costs for Returns
As our products are made to order, physical returns are generally not required or accepted. In cases where a return is deemed necessary by our team, we will provide a prepaid return label or reimburse reasonable return postage costs upon agreement.
Policy Updates
We reserve the right to update this policy at any time. Changes will be effective immediately upon posting. It is your responsibility to review this policy prior to making a purchase.
Contact Us
For all returns and refund enquiries: 📧 hello@onasai.com. We aim to respond within 2 business days.