Returns & Refunds Policy
Return & Refund Policy
Last Updated: August 20, 2026
At Ondara Atelier, we want our return and refund process to be clear and straightforward. This policy applies to eligible orders delivered within Canada and the United States.
Please review this policy before making a purchase or requesting a return.
1. 15-Day Return Window
We accept eligible return requests made within 15 calendar days of the date your order is delivered.
To qualify for a return, your item must:
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Be unworn, unused, and unwashed
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Be in its original condition
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Have all original tags attached
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Be returned in its original packaging, where applicable
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Include your order number or other proof of purchase
Items showing signs of wear, washing, alteration, misuse, damage after delivery, or removal of required tags may not qualify for a return.
2. How to Request a Return
To request a return, email:
within 15 calendar days of receiving your order.
Please include:
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Your full name
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Your order number
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The item or items you wish to return
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The reason for the return
We will review your request and, if the return is eligible, provide you with the applicable return authorization, return address, and shipping instructions.
Do not send a return before receiving return instructions from Ondara Atelier.
Returns sent without authorization or to an address other than the return address provided by us may be delayed or refused.
Our company or warehouse address should not be assumed to be the applicable return destination unless it is specifically provided in your return authorization.
3. Return Shipping Costs
For standard returns, including:
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Change of mind
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Incorrect size selected by the customer
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Fit preference
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Style preference
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Colour preference
the customer is responsible for return shipping costs.
Return shipping costs are not reimbursed for standard change-of-mind returns.
If we provide you with a prepaid return shipping label for a standard return, the cost of that label may be deducted from your refund. We will disclose the applicable amount before the return is shipped.
If you receive an item that is damaged, defective, or different from what you ordered, please contact us before returning it.
When we confirm that the issue is our responsibility, Ondara Atelier will cover the reasonable cost of return shipping or provide an appropriate prepaid return method.
4. Returns From the United States
Customers located in the United States are also eligible to request returns under this 15-day return policy.
Because our business operates from Canada, some U.S. returns may be returned to a Canadian return facility.
Please contact us before shipping any return so we can provide the correct return address and instructions.
For standard change-of-mind returns, the customer is responsible for applicable return shipping costs.
Any return instructions provided by Ondara Atelier should be followed to help avoid unnecessary delays or additional charges.
5. Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery.
If you receive an item that is:
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Damaged upon arrival
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Defective
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Incorrect
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Different from the item you ordered
please contact info@ondaraatelier.com as soon as possible.
Please include:
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Your order number
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A description of the issue
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Clear photographs showing the item and the issue, where applicable
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Photographs of the shipping packaging if the item was damaged during delivery
We will review your claim and provide an appropriate resolution.
Depending on the circumstances and product availability, the resolution may include:
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A replacement
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A refund to the original payment method
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Another appropriate remedy
If the issue is confirmed to be our responsibility, you will not be required to pay the reasonable return shipping costs associated with resolving the issue.
6. Non-Returnable Items
Certain products cannot be returned for hygiene, safety, or product-specific reasons.
Non-returnable products include:
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Items clearly identified as Final Sale before purchase
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Gift cards
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Personalized or custom-made products
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Intimate apparel or hygiene-sensitive products where a hygienic seal, protective covering, or packaging has been opened or removed
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Items that have been worn, washed, altered, or damaged after delivery
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Items returned without required original tags
Where a product has a specific return restriction, that restriction will be disclosed on the applicable product page or before purchase.
These restrictions do not limit any rights you may have regarding defective, damaged, incorrect, or misrepresented products under applicable consumer protection laws.
7. Sale Items
Sale-priced merchandise may be returned under this policy unless the product was clearly identified as Final Sale before purchase.
Items marked Final Sale are not eligible for standard change-of-mind returns.
Final Sale restrictions do not remove any rights that cannot legally be excluded for defective, damaged, incorrect, or misrepresented products.
8. Exchanges
We do not currently offer direct exchanges.
If you would like a different:
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Size
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Colour
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Style
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Product
you may return your eligible original item under this policy and place a new order separately.
A new order does not need to wait for your return or refund to be completed.
Product availability and pricing may change between the original purchase and the new order.
9. Return Inspection
Once your returned item is received at the authorized return location, we will inspect it to determine whether it meets the requirements of this policy.
We will notify you by email after the inspection is completed.
If your return is approved, your refund will be processed to your original payment method.
If your return does not meet the eligibility requirements, we will contact you with additional information.
10. Refund Processing Time
Approved refunds are issued to the original payment method used for the purchase.
Once your return has been inspected and approved, please allow up to 10 business days for Ondara Atelier to process your refund.
After we issue the refund, your bank, credit card issuer, or payment provider may require additional time to post the funds to your account.
Financial institution processing times are outside of our control.
If more than 15 business days have passed after we confirmed that your refund was approved, please contact:
11. Refund Amount
For eligible standard returns, the refund generally includes the purchase price paid for the returned merchandise.
The following amounts may not be refundable:
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Original outbound shipping charges, where applicable
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Customer-paid return shipping costs
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Prepaid return label costs disclosed before the return is shipped
Original shipping charges may be refunded where required by applicable law or where the return results from an incorrect, defective, or damaged item for which Ondara Atelier is responsible.
No undisclosed restocking fee is charged under this policy.
12. Order Cancellations
If you need to cancel or modify an order, contact us as soon as possible at:
Orders may enter processing shortly after they are placed, so we cannot guarantee that a cancellation or modification can be completed.
If an order has already been processed or shipped, it cannot normally be cancelled and must instead be handled through the applicable return process after delivery.
13. Refused or Undeliverable Orders
If an order is returned to us because:
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The shipping address provided was incorrect or incomplete
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The customer refused delivery
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The carrier was unable to complete delivery after reasonable attempts
please contact us so we can review the order.
Any refund or reshipment will depend on the circumstances of the returned shipment and any shipping costs incurred, subject to applicable consumer protection laws.
14. Consumer Rights
Nothing in this policy is intended to exclude, restrict, or limit any rights or remedies that cannot legally be excluded under applicable consumer protection laws in Canada or the United States.
Where applicable law provides additional protections, those protections continue to apply.
15. Contact Information
If you have questions about a return, refund, damaged product, incorrect order, or return eligibility, please contact us before shipping your item.
Store Name: Ondara Atelier
Company Name: Omneva Inc.
Email: info@ondaraatelier.com
Phone: +1 647-400-9966
Company Address:
18 King Street,
Suite 1400,
Toronto, ON M5C 1C4
Warehouse Address:
111 Martin Ross Avenue
North York, Ontario M3J 2M1
Canada
Please note that these addresses are provided for business transparency and should not automatically be used as a return address. Customers must contact us and use the return address provided in their return authorization.
Customer Service Hours
Monday–Friday: 9:00 AM–5:00 PM Eastern Time
Saturday–Sunday: 11:00 AM–4:00 PM Eastern Time
We aim to respond to customer inquiries within 24 hours.
Contact Us
Email info@ondaraatelier.com for returns and refunds; we respond within 24 hours. Business hours are Monday-Friday, 9:00 AM - 5:00 PM EST.
Store name: Ondara Atelier
Company name: Omneva Inc.
Warehouse Address: 111 Martin Ross Avenue, North York, ON M3J 2M1
Company Address: 18 King Street, Suite 1400, Toronto, ON M5C 1C4
Email: info@ondaraatelier.com
Phone number: +1 647-400-9966
We aim to respond to your inquiries within 24 hours.
Customer Service Hours
Monday to Friday | 09:00 – 17:00 (EST)
Weekends | 11:00 – 16:00 (EST)
We aim to respond to your inquiries within 24 hours.