Refund policy
🛡️ 30-Day First Pair Guarantee
We're so confident you'll love your first Onni that we back it with a no-questions-asked guarantee.
If you're not completely satisfied with your first pair of Onni underwear, we'll give you a full refund — even if you've worn and washed them. That's how confident we are in our product.
How it works:
- Applies to your first pair purchased from onni-outdoor.com.au
- You have 30 days from delivery to request a refund
- Worn and washed? No worries — you still qualify
- Email us at admin@onni-outdoor.com.au with your order number and we'll process your refund — no hoops, no hassle
- Refund issued to your original payment method within 5–7 business days
The First Pair Guarantee applies once per customer on your initial Onni purchase.
Standard Returns & Exchanges
Beyond the First Pair Guarantee, we want you to be happy with every Onni purchase.
Eligible for return:
- Items returned within 30 days of delivery
- Unworn, unwashed items in original condition with tags attached
- Items in original packaging
Not eligible for return:
- Items worn or washed beyond the First Pair Guarantee offer
- Items returned after 30 days from delivery
- Gift cards
- Items purchased during a final sale or clearance event (unless faulty)
Wrong size?
Picked the wrong size? It happens. We're happy to exchange your unworn Onni for a different size, free of charge. Email us at admin@onni-outdoor.com.au with your order number and preferred size, and we'll sort it out.
How to Start a Return
Step 1: Email us at admin@onni-outdoor.com.au with your order number, the item(s) you'd like to return or exchange, and the reason for return.
Step 2: We'll reply within 24 hours (Monday–Friday) with return instructions and a return address.
Step 3: Post the item(s) back to us. Please use a trackable shipping method — we can't be responsible for items lost in transit.
Step 4: Once we receive and inspect your return, we'll process your refund within 5–7 business days to your original payment method. You'll receive an email confirmation when your refund has been issued.
Return shipping costs are the responsibility of the customer, unless we sent the wrong item, the item arrived faulty or damaged, or you're using the First Pair Guarantee.
Faulty or Damaged Items
Quality matters to us. If your Onni arrives faulty, damaged, or not as described, we'll make it right — no cost to you.
Email us at admin@onni-outdoor.com.au within 30 days of delivery with your order number, a photo of the fault or damage, and a brief description of the issue.
We'll arrange a free replacement or full refund, including return shipping costs. Under Australian Consumer Law, you are entitled to a replacement or refund for a product with a major fault.
Refund Details
- Refunds are issued to the original payment method used at checkout
- Please allow 5–7 business days for the refund to appear after we confirm it
- Shipping costs on your original order are non-refundable (unless the return is due to our error or a faulty item)
- If you paid with a gift card, the refund will be returned as store credit
Questions?
We're a small team and we genuinely care about getting this right. If you have any questions about returns, exchanges, or the First Pair Guarantee, just reach out:
Email: admin@onni-outdoor.com.au
Response time: Within 24 hours, Monday–Friday
Onni Outdoor is an Australian-owned business. This policy operates alongside your rights under Australian Consumer Law, which cannot be excluded.