Refund policy

At ONNARA, we take pride in creating handcrafted jewelry and apparel made with care, intention, and lasting quality. As each piece is individually crafted, minor variations make every ONNARA product unique.

1. Refunds & Returns

Refunds or exchanges are accepted only if:

  • The item was damaged or defective upon receipt,
  • A wrong item was delivered, or
  • An item is missing from your order.

Please report any such issue within 48 hours of delivery by emailing hello@onnarra.ae with your order number, a brief description, and clear photos.

To qualify for a return:

  • The item must be unused, unworn, unwashed, and in its original packaging with all tags intact.
  • Proof of purchase must be provided.
  • Returns sent without prior authorization will not be accepted.

Customers are responsible for return shipping costs, unless the item is defective or incorrect. Shipping fees, customs duties, and taxes are non-refundable.

Once we receive and inspect your item, we’ll notify you if the return is approved.
If approved:

  • Refunds will be processed to your original payment method or issued as store credit, depending on eligibility.
  • Please allow 10–15 business days for refund processing. Bank and payment gateway delays may apply.
2. Non-Returnable Items

The following are non-returnable and non-refundable:

  • Custom-made or personalized products
  • Sale or promotional items
  • Gift cards
  • Products with natural or handcrafted variations (see below)
3. What Is Not Considered a Defect

All ONNARA creations are handcrafted using natural materials such as metal, stones, and textiles. Because of this, the following are not considered defects:

  • Slight variations in color, shape, or finish from product to product
  • Minor surface marks, natural inclusions, or texture variations
  • Subtle differences between product images and the item received due to lighting or natural material properties
  • Size or fit concerns caused by individual preference

These characteristics are a hallmark of craftsmanship and reflect the authentic, one-of-a-kind nature of ONNARA products.

4. Disclaimer

Product descriptions on our website are inspired by personal insights, cultural experiences, and artisanal traditions. Our designs are intended to promote aesthetic beauty, emotional reflection, and mindful living.

We do not make claims regarding any medical, psychological, or financial outcomes from the use of our products.
They are designed for personal expression, style, and inspiration, not as substitutes for professional treatment or advice.

By purchasing from ONNARA, you acknowledge that:

  • You have made an informed choice based on your own judgment.
  • Once an order is confirmed, cancellations are not accepted.
  • For Cash on Delivery (COD) orders, cancellations cannot be processed after delivery.
  • Refunds for COD payments are issued as store credit only.
  • ONNARA does not provide laboratory certification for handmade items but we stand by the authenticity, quality, and craftsmanship of every piece we create.
5. Need Assistance?

For all return, refund, or product-related queries, please contact our support team at:
📧hello@onnarra.com

We’ll get back to you within 2–3 business days.