Overview

At Onoma Health we want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, we’re here to help with a straightforward refund and return process.

Order Processing Times

• Orders received before 4:00 PM are processed and shipped the same business day.
• Orders received after 4:00 PM are processed the next business day.
• All orders are shipped using Royal Mail Tracked 24, with an expected delivery time of 1–2 days after dispatch.

Order Confirmation & Tracking

• After placing your order, you will receive an order confirmation email.
• Once your order has been processed and shipped, you will receive a tracking number, confirming that your item has been fulfilled and is on its way to you.
• If your tracking details have not arrived within 24 hours of placing your order, please get in touch with us at support@onoma.health so we can assist you.

If Your Order Has Not Arrived

• If you have not received your item within 3 days of placing your order, please contact us immediately at support@onoma.health
• Missing, delayed, or lost item claims must be submitted as soon as possible so we can initiate a carrier investigation.

Lost, Missing or Undelivered Items

• If an item is missing, delayed, or not received within 3 days from the order date, please email us as soon as possible.
• A refund or replacement is subject to the customer providing information or documentation required by Royal Mail to process the claim within the carrier’s liability timeframe. This usually includes a Denial of Receipt (DOR) form, which must be completed by us and signed by the customer.

Claim Requirements

• Claims must be made within 30 calendar days of the eligible claim date.
• Royal Mail requires that 7 working days for Royal Mail Tracked items pass from the due delivery date before a loss claim can be submitted.
• We cannot accept or process a loss claim if the required documentation is not provided.

Returns

We rarely experience issues with customers wanting to return items, but we completely understand that sometimes you may simply change your mind. If for any reason you decide you no longer want your purchase, you are welcome to return it within 14 days from the date of delivery.

Eligibility Requirements

• To be eligible for a return, your item must be unopened, in its original packaging, and in the same condition that you received it.
• If your package arrived damaged, please send us photos of the damaged outer packaging and the contents inside when requesting a return. This helps us assess and resolve the issue quickly.

To initiate a return, contact us at support@onoma.health with your order number and reason for return.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund is approved.

• Approved refunds are processed to your original payment method within 7 business days.
• Shipping fees are non-refundable.
• If the return is due to an error on our part (e.g., wrong or defective item), we will cover the return shipping cost.

Exchanges

• We only replace items if they are defective or damaged. If you need an exchange, please contact us at support@onoma.health 

Late or Missing Refunds

• If you haven’t received your refund yet, please check your bank account and contact your payment provider.
• If you’ve done this and still have not received your refund, please contact us at support@onoma.health 

Shipping Returns

• To return your product, mail it to:

Onoma Health Ltd

Access Self Storage, Unit F,

Dolphin Industrial Estate, Windmill Road

Sunbury-on-Thames, Surrey

TW16 7HT

• Customers are responsible for return shipping costs unless the return is due to a defect or an error on our part.
• Whenever possible, please reuse the original packaging for your return. This helps reduce waste and is better for the environment.
• For cost-effective shipping, Royal Mail Tracked 24 Hours (Large Letter) costs £3.85. We recommend using a tracked service to ensure your return reaches us safely.

Need Help?

If you have any questions about refunds and returns, feel free to reach out at support@onoma.health