Refund policy

Return & Refund Policy

Last Updated: December 24, 2024

30-Day Money-Back Guarantee

We want you to love Ondo. If you don't, return it within 30 days of delivery for a refund.

Please note: A 10% restocking fee applies to change-of-mind returns. No restocking fee for damaged or defective items. We cover return shipping.

How to Start a Return

Email support@ondomug.com within 30 days of receiving your order with:

• Your order number
• Reason for return (optional but helpful)

We'll send you a prepaid return shipping label within 24 hours (usually faster).

Return Process

1. Email support@ondomug.com to request a return
2. We'll send you a prepaid return label via email
3. Pack Ondo securely in the original box (if possible)
4. Print the return label and attach it to the box
5. Drop off at any USPS location or schedule a pickup

Refund Timeline

Once we receive your returned item:

• We'll inspect it (usually same day)
• Process your refund within 1-2 business days
• Refund appears in your account within 3-5 business days (depending on your bank)

You'll receive email confirmation when your refund is processed.

Refund Method

Refunds are issued to the original payment method. If you paid with a credit card, the refund goes back to that card. If you paid with PayPal, it goes back to PayPal.

For change-of-mind returns, a 10% restocking fee will be deducted from your refund to cover processing and reconditioning costs.

What Can Be Returned

Ondo mugs can be returned for any reason within 30 days of delivery.

Items must be:

• In original condition (gently used is fine)
• Complete with all components (mug, coaster, adapter, lid)

We understand you need to use Ondo to decide if you like it. Normal use is expected and accepted.

What Cannot Be Returned

• Items returned after 30 days from delivery date
• Items damaged due to misuse (dropped, run over, put in dishwasher/microwave, etc.)

If you have an issue outside the 30-day window, email us anyway. We'll work something out.

Return Shipping Cost

We cover return shipping for all returns within 30 days. You pay nothing.

For returns after 30 days (if we approve them), you're responsible for return shipping costs.

Exchanges

We don't offer direct exchanges. If you want to exchange your Ondo:

1. Return your current unit for a refund (restocking fee applies for change-of-mind)
2. Place a new order

This ensures you get your replacement faster.

Damaged or Defective Items

If your Ondo arrives damaged or develops a defect:

• Email support@ondomug.com with photos
• We'll send a replacement immediately
• You don't need to return the defective unit first
• No restocking fee applies
• Covered under our 1-year warranty (see Warranty Policy)

Order Cancellations

You can cancel your order anytime before it ships by emailing hello@ondomug.com.

If your order has already shipped, you'll need to receive it and start a return.

Questions?

Email hello@ondomug.com with any return questions. We respond within hours on business days.