Returns and warranty.
The 30-day guarantee and the 2-year warranty, in plain words.
How does the 30-day guarantee work?
Try Ondo for 30 days from the day it arrives. If it is not for you, send it back for a full refund, no questions and no restocking fee, and shipping is on us both ways. Email support@ondomug.com with your order number and we will send a prepaid return label. Used is fine, that is what trying it means, and the original box is helpful but not required.
When will I get my refund?
Your refund goes to the original payment method once the carrier scans your return, and it typically appears on your statement within 3 to 5 business days after that.
What does the 2-year warranty cover?
Every Ondo is covered for one year against defects in materials and workmanship, the heating, the battery, the display, the coaster, and the build. It does not cover damage from drops, submerging the coaster, or dishwashing the mug.
How do I make a warranty claim?
Email support@ondomug.com with your order number, a short description of the issue, and a photo or video if the display is showing an error. A real person replies within one business day, and if it is a fault, we repair or replace it at no cost.
Can I exchange instead of returning?
Yes. If you want a different size or a different Ondo, tell us in your return email and we will arrange the swap with the same prepaid shipping.
Still need help?
Email us and a real person will get back to you within one business day. No bots, no scripts, just someone who knows the product.
We reply within 24 hours.