Refund policy
Return & Refund Policy
At ONWO, each piece is handcrafted from real wood and made with great care. Because our products are handmade wooden furniture, slight natural variations in grain, texture, tone, and character are part of the nature and beauty of the product and are not considered defects.
Returns
We accept return requests within 14 days of delivery. To be eligible for a return, the item must be returned in the same condition in which it was delivered, unused or only minimally handled for inspection purposes, and in its original or equivalent protective packaging.
To request a return, please contact us first with your order number and clear photos of the product.
Condition of Returned Items
Because our products are handmade wooden furniture, the condition of the returned item is extremely important.
If a returned item shows any of the following, the cost may be deducted from the refund amount:
-scratches, stains, dents, cracks, chips, or surface damage
-damage caused during return shipping due to insufficient packaging
-signs of use beyond reasonable inspection
-missing parts, hardware, accessories, or assembly components
-any reduction in the item’s resale condition or value
In such cases, we reserve the right to apply a reasonable deduction from the refund to reflect the loss in value of the returned item.
Non-Returnable Items
The following items are generally not eligible for return unless they arrive damaged or defective:
-custom-size or personalized orders
-special made-to-order items
-items altered at the customer’s request
Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and provide photos of:
-the product
-the packaging
-the shipping label
We will review the issue and work with you on an appropriate solution, which may include replacement, repair, partial refund, or return approval depending on the situation.
Return Shipping
Unless the return is due to a confirmed defect, damage in transit, or our error, return shipping costs are the responsibility of the customer.
The item must be packed securely. If the product is damaged during return transit because it was not properly protected, the resulting loss may be reflected in the refund amount.
Refunds
Once the returned item is received and inspected, we will notify you of the refund decision.
If approved, your refund will be issued to your original payment method within a reasonable processing time. Please note that:
-original shipping costs may be non-refundable unless the return is due to our error
-deductions may apply if the returned item is not in its original condition
-refunds may be reduced if the item has lost value after delivery due to handling, use, damage, or incomplete return
Natural Wood Disclaimer
Our furniture is made from real wood. Natural wood movement, grain differences, knots, slight tonal variation, and small organic distinctions are normal characteristics of handcrafted wood furniture and are not considered defects.
Contact
If you have any questions about returns or refunds, please contact us before sending the item back.
