Return & Refund
1. What is your return policy?
At My Onesie, we accept returns for replacements or refunds in certain circumstances. You can return items for a replacement within 14 days of receiving your order, provided the items are in "as new" condition and returned in their original packaging with all accessories.
For defective items, if requested, we will issue a refund instead of a replacement. Please refer to the detailed steps below for both defective and non-defective returns.
2. Can I return a defective item?
Yes, if your product is defective due to manufacturing issues, you have two options:
- Request a replacement: We will replace the defective item free of charge.
- Request a refund: If you prefer a refund instead of a replacement, we will process the refund once the defective item is returned and approved.
To return a defective item:
- Contact us at office@myonesie.co.uk before returning the product.
- Provide a detailed description of the issue, along with photos of the defective product and packaging, or a video if applicable.
- If approved, return the item to us. My Onesie will cover the shipping costs both ways. We will also reimburse your shipping charges once you provide a receipt (including a tracking number or a screenshot of the receipt).
3. How do I return a non-defective item?
If you are not satisfied with your purchase, you can return the item for a replacement within 14 days of delivery, provided it is:
- Unused and in its original packaging.
- Returned with all accessories in the same condition as when received.
Please note:
- Contact us at office@myonesie.co.uk before returning any non-defective items.
- The customer is responsible for shipping costs both ways for non-defective returns, unless the return is due to our error.
4. Can I get a refund for a non-defective item?
No, My Onesie does not offer refunds for non-defective items. However, we are happy to provide a replacement if the item meets our return criteria.
5. Who covers the shipping costs for returns?
- Defective items: My Onesie covers the shipping costs both ways.
- Non-defective items: Customers are responsible for covering shipping costs both ways unless the return is due to our error.
6. What should I do before returning an item?
You must contact us at office@myonesie.co.uk before returning any item, whether defective or non-defective. This helps us streamline the return process and ensure your replacement or refund is processed smoothly.
7. How long does it take to process my refund or replacement?
Once we receive your returned item and approve it, we will:
- Ship your replacement as soon as possible (you will receive an email notification with tracking details).
- Process your refund within 7 business days to your original payment method.
8. What if I have more questions about returns or refunds?
If you have any additional questions, feel free to contact us at office@myonesie.co.uk. Our team is here to help!