Wrong or Damaged Item Policy

Incorrect or Damaged Item Support

At ONKI, we are committed to delivering every order with precision and ensuring your items arrive in excellent condition. Should you encounter an issue with an incorrect or damaged product, we're ready to assist you promptly.

1. How to Report Issues

If your order contains an incorrect item or arrives damaged, please take these steps:

  • Reach out to our support team within 7 days of delivery
  • Include these essential details:
    • Your ONKI order reference number
    • High-quality photographs showing the item and any damage or discrepancies
    • Brief explanation of what went wrong
  • Please retain all packaging and the item itself until we provide a complete solution, as we may need additional documentation

2. When We Can Help

Incorrect Items: When the product you received differs from your order, we'll arrange either a replacement or full refund.

Damaged Products: Items damaged during transit or due to manufacturing issues qualify for replacement or refund based on the damage assessment.

3. Your Resolution Options

After we review and approve your case, you can choose from:

  • Product Replacement: We'll send the correct item at no charge to you
  • Full or Partial Refund: Monetary refund based on the issue severity
  • ONKI Store Credit: Credit for future purchases if you prefer

4. Return Process

Typically, you won't need to return the problematic item. When returns are necessary, we'll supply prepaid return labels and clear instructions.

5. Important Limitations

  • Minor aesthetic imperfections that don't impact product function may not qualify for resolution
  • Reports submitted more than 7 days after delivery may not be eligible
  • Claims lacking sufficient documentation or clear issue description may be declined

6. Policy Updates

ONKI reserves the right to modify this policy periodically to improve our service, adapt to operational changes, or meet legal requirements. We recommend checking this page regularly for any updates.

For questions about this policy or to report an issue, please contact our team through your ONKI account or email us directly.