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Refund policy

Refund policy — 30-day returns on unworn hoodies

Last updated: 31 October 2026

1. 30-day returns

  1. If you change your mind, you can request a return within 30 days of delivery and get the price of the returned goods back.
  2. Condition: we can only take back hoodies that are unworn, unwashed, free of odours, make-up, perfume, stains and pet hair, with all tags attached and in the original packaging. You may unpack a hoodie and try it on briefly indoors over your own top for size and fit — please do not wear it on bare skin, outside or for any occasion. Hoodies that have been worn or washed cannot be returned unless they are faulty (point 3).
  3. To start a return, e-mail hello@onyra.online or use our contact form with your order number first. We reply with the return address. Parcels sent without a confirmed return request, or sent cash-on-delivery, are not accepted.
  4. Return shipping is at your own cost; please use a tracked service — we are not responsible for returns lost or damaged on the way to us.
  5. We refund within 14 days of receiving and checking the returned goods, using the original payment method. Shipping costs, and the “Shipping protection” fee once the parcel has been shipped, are not refunded.
  6. Returned hoodies that turn out to be worn, washed, stained, smelling, damaged or without their tags are not refunded; we send them back to you at your cost or, if you do not take them back within 30 days, dispose of them.
  7. Sets: when you return part of a 2- or 3-hoodie set, the refund is based on the price you actually paid; the set discount on the hoodies you keep is recalculated (the kept hoodies are charged at the price of the matching smaller set or of a single hoodie) and deducted.
  8. Wrong size: we do not exchange — please check the size guide before ordering. You can return an unworn hoodie under this policy and order another size.
  9. We may refuse requests that abuse the return policy (for example repeated returns, or a hoodie worn for an event and then returned).

2. Statutory right of withdrawal (EU/EEA consumers)

  1. Consumers in the EU/EEA may withdraw from a distance contract within 14 days of delivery without giving a reason, by a clear statement sent to us (the model form below may be used).
  2. You bear the direct cost of returning the goods. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever comes first. You are liable for any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning — a hoodie that has been worn outside, washed or returned without its tags has lost value as new goods, and we deduct that loss, up to the full price of the hoodie.

3. Faulty items

  1. If a hoodie arrives faulty (for example a hole in the lace, an open seam where the lace meets the body, or a tear) or a hoodie is missing, e-mail hello@onyra.online or use our contact form with your order number and photos — please do so within 14 days of delivery so we can check it with our supplier.
  2. We replace the faulty or missing hoodie. If that is not possible, we refund the price of that hoodie. Not defects: creases after transport, a loose thread end, the natural see-through look of the lace, a lace pattern that differs slightly from the photos, small differences in shade between hoodies and between photos and screens, normal wear, pilling, and damage to the lace from snagging on jewellery, bag straps, zips, nails or Velcro, or from washing or drying against the care instructions (cold gentle wash inside out in a laundry bag, hang to dry, no bleach, no tumble dryer, no iron on the lace), from heat or chemicals.
  3. Consumers keep their statutory rights for goods that do not conform to the contract under the law that applies to them.

4. Chargebacks and disputes

  1. Please contact us before opening a payment dispute — almost every problem is solved faster in writing. If a chargeback is opened without contacting us first, we provide the payment provider with the order, delivery and tracking records. Once a chargeback is opened, the same order is not refunded by us a second time.
  2. EU consumers can contact their national consumer protection body or the European Consumer Centre in their country. We are not obliged and not willing to take part in dispute resolution proceedings before a consumer arbitration board.

Model withdrawal form

To: Onyra, hello@onyra.online
I hereby give notice that I withdraw from my contract of sale of the following goods: …
Ordered on / received on: …
Name: …
Address: …
Order number: …
Date: …