Refund & Return Policy

Last Updated: September 19, 2025

Thank you for shopping with us! We want you to love every purchase from Onbrook — but if something isn’t right, we’re here to make it right. Please review our return, refund, and exchange guidelines carefully to ensure a smooth experience.

1. Return Eligibility

Condition: Item must be unused, unwashed, and in its original condition with tags attached.
Packaging: Whenever possible, return the product in its original packaging.
Proof of Purchase: Include your order confirmation or receipt.
Detailed Explanation: Provide a written reason for the return (e.g., wrong size, wrong color, defective product).
Photo Evidence: Submit at least 2 clear, well-lit photos showing the affected area, the size tag, and the full product view.

2. Return Timeframe

Returns must be requested within 120 days of delivery. Requests submitted after this period will not be accepted.

3. How to Start a Return

Email us at support@onbrook.com with:

• Full Name
• Order Number
• Reason for the Return
• Required Photo Evidence
• Preferred outcome (Replacement or Refund)

📩 Response Time: Within 2–3 business days.

4. Return Shipping

Our Fault? If you received the wrong item, wrong size, or a defective product — we cover return shipping.
Customer-Initiated Returns: You pay return shipping. Original shipping fees are non-refundable unless the issue was caused by us.

5. Refund Processing

Refunds are processed within 7 business days after we receive and inspect your returned item. You will receive a confirmation email once your refund is issued. Refunds include original shipping charges if applicable.

6. Exchange Policy

We only accept exchanges if the item is damaged, defective, or significantly different from what was displayed.

❌ No exchanges for personal preferences or incorrect size choices (unless we sent the wrong size).

How to Request an Exchange

Email support@onbrook.com with your full name, order number, explanation, desired replacement, and photo evidence.

Order Changes & Cancellations

Double-check your order before checkout. You can cancel within 24 hours — no fees if it hasn’t shipped yet.

Important Notes

• Return window: 120 days from delivery
• Customer pays return shipping unless it’s our fault
• We’re not responsible for items lost or damaged during return transit

📧 Support: support@onbrook.com
🕒 Hours: Monday – Saturday | 8:00 AM – 7:00 PM (EST)

Thank you for choosing Onbrook — we stand behind our products and are committed to making your experience worry-free.