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Refund Policy

At Onda Moda, we value every detail — from selecting the most exclusive pieces to how we handle any issues. Our refund policy is designed to protect both your experience and the integrity of our products.

1. When a Refund is Accepted

Refunds will only be processed in the following cases:

  • Manufacturing defect: The product has a technical or material fault not caused by the customer (e.g., undone stitching, frayed fabric, broken zipper, color fading prematurely).

  • Our error: You received a different item than requested, or a product that was unavailable without timely notification.

  • Damage in transit: The package arrived with visible damage and was reported to the courier at the time of delivery.

Refunds will not be accepted for change of mind, incorrect size, unwanted color, or products that do not meet subjective expectations.

2. Process to Request a Refund

If you believe you qualify for a refund:

  • Contact us within 14 business days of receiving the product by writing to: privacy@ondamoda.com 

  • Include:

  • Your order number

  • Clear photos of the defective or damaged product

  • A brief description of the issue

  • Our customer service team will respond within 2 business days with instructions for the return.

  • 3. Return and Verification

  • The product must be returned in its original condition: unused, with tags, original packaging, and all accessories.

  • Returns are made through our scheduled collection service (returns sent at the customer’s expense are not accepted).

  • Once received, our quality team will inspect the item within 5 business days.

  • Refunds are approved only after verification.

  • 4. Refund Method and Timeline

  • If the refund is approved, it will be processed to the original payment method used for the purchase.

  • The time for the credit to appear in your account depends on your bank or payment provider, but it is usually completed within 5 to 10 business days after approval.

  • Initial shipping costs are non-refundable.

  • 5. Exceptions

  • Refunds are not accepted under any circumstances for:

  • Limited edition or special collection items

  • Customized or made-to-measure products

  • Intimate-use accessories (e.g., lingerie, socks, hats)

  • Products that have been washed, worn, altered, or had their tags removed

  • Items purchased under promotions with “no return” or “final sale” conditions

  • 6. Refunds Due to Our Error

  • If the error was caused by Onda Moda (wrong shipment, out-of-stock item without notice, confirmed defect), we will not only refund the full product amount but also cover the collection and replacement shipping costs (if applicable).

  • Your satisfaction is our priority.
    At Onda Moda, we don’t just sell fashion — we offer trust. If you have any questions about your refund, our luxury service team is here to assist you efficiently and discreetly.

  • 📧 privacy@ondamoda.com
    📞 +52 987 654321
    ⏰ Service hours: Monday to Saturday, 10:00 a.m. – 6:00 p.m. (CST)
    🌐 www.ondamoda.com 

    True exclusivity is not measured by price, but by how the unexpected is resolved.

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