Returns & Refunds

Last updated: 23 October 2026. For help with your ONAGONE Market order, email car@onagone.co.uk and include your order number.

Change your mind

UK consumers normally have 14 days after receiving goods purchased online to tell us they wish to cancel, without giving a reason. You normally then have another 14 days to return the goods. Some exceptions apply, including clearly personalised items and certain sealed hygiene products that have been unsealed.

How to return

Email us to notify us of cancellation and receive instructions for the correct return destination. Returns can go to different suppliers or facilities. Do not post items to the London correspondence address unless expressly instructed. You are normally responsible for direct return postage for a change-of-mind return where this was disclosed before purchase. You may inspect the goods as you could in a shop; excessive handling may reduce the refund where legally permitted.

Refunds

For a valid cancellation we refund the product price plus the original standard delivery charge, if any, in line with UK law (not a premium upgrade). Normally the refund will be processed within 14 days after we receive the returned goods or evidence of their return, using the original payment method.

Damaged, faulty or incorrect items

Your statutory remedies under the Consumer Rights Act 2015 remain unaffected, including relevant rights to reject, repair or replacement. Contact us with the order details so we can resolve the issue and provide a lawful remedy. We will meet any return-cost obligations required by law.