We have a 30-day return policy, which means you have 30 calendar days after receiving your item to request a return, with no return or exchange service fees.

To be eligible for a return, your item must be unworn or unused and returned within 30 calendar days after you receive it.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Order Cancellation

Cancellation Window

• You can cancel your order at any time before it reaches the ‘In transit’ status. You check your order status and view your order details.
• Once your order has been fulfilled and handed over to the shipping carrier, it can no longer be canceled.

How to Cancel

• To cancel your order, please contact us as soon as possible at contact@onenazo.com with your order number and a cancellation request.
• If the order is still eligible for cancellation, we will confirm and issue a full refund within 1 business day.

Shipped Orders

If your order has already shipped, you may wait for the item to arrive and initiate a return in accordance with our Return Policy.

 

Return Shipping Details

Who Pays for Return Shipping

• Customer Responsibility: In most cases, customers are responsible for return shipping costs.
• Exceptions: If you received a defective item, the wrong product, or your item arrived damaged, we will cover the return shipping.

Return Address

Room 101, No. 9, Lane 5, Hekan Village, Bantian Street, Longgang District, Shenzhen, Guangdong, China

Shipping Method

We recommend using a trackable shipping service (e.g., USPS, UPS, FedEx, DHL) and keeping your receipt. We cannot process refunds for items lost in transit.

Packaging Requirements

• Please return items in their original packaging when possible.
• Items must be securely packaged to avoid damage during transit.

Once your return is received and inspected, we’ll notify you by email.

 

Exchange

Eligibility for Exchange

• Items must be returned within 30 calendar days after you receive it.
• Items must be unused or unworn.
• Order number is required.

Damaged or Defective Items

If your item arrived damaged or you received the wrong product, please contact us within 7 calendar days of delivery with photos. We’ll send a replacement or offer an exchange free of charge.

How to Request an Exchange

Email our support team at contact@onenazo.com with your order number and reason for exchange.

Our exchange address is: Room 101, No. 9, Lane 5, Hekan Village, Bantian Street, Longgang District, Shenzhen, Guangdong, China

Once we receive and inspect the returned item, we’ll process your exchange within 2–3 business days.

Who Pays for Exchange Shipping

Customers are responsible for the cost of return shipping, unless the item was defective or sent in error.

 

Refund

When Refund Is Issued

• You’ll be notified via email once your refund has been approved and issued.
• Refunds will be made to your original method of payment.

How Long It Takes

• You’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
• If more than 15 business days have passed since we’ve approved your return, please contact us at contact@onenazo.com.

What’s Refunded

You will be refunded the full product amount, excluding shipping costs (unless the return is due to a fault on our side, such as a damaged or incorrect item).

Non-Refundable Situations

• Items returned used, damaged, and it is lost in transit.
  
• Returns requested outside the return 30 calendar days window.