Refund policy

30-Day Hassle-Free Return & Exchange Guarantee

New products purchased from ONNAIS authorized sales channels, including www.onnaisafe.com and the official ONNAIS Amazon store, may be returned or exchanged for any reason within 30 days of delivery, subject to the geographic limitations and other terms described in this policy.

To request a return or exchange, please provide valid proof of purchase, such as an order confirmation, receipt, or invoice.


Important: Keep Your Unboxing and Installation Video

To help us verify shipping damage, missing or incorrect items, product defects, and installation-related issues, customers are strongly encouraged to record and retain a clear, continuous, and unedited video of the initial unboxing, inspection, installation, and first use of the product.

The video should clearly show:

  • The exterior condition of the shipping package;
  • The shipping label and product label or serial number;
  • The opening of the sealed package;
  • All products, parts, accessories, and packaging materials received;
  • The condition of the product before installation;
  • The installation process and the product’s initial operation or testing.

Please retain the video, original packaging, product labels, manuals, parts, and accessories until the product has been fully installed and tested and the applicable return or exchange period has expired.

If you submit a claim involving damage, defects, missing parts, incorrect items, or installation issues, ONNAIS may request the unboxing and installation video, photographs, serial numbers, packaging information, or other reasonable evidence. Failure to provide sufficient supporting evidence may limit our ability to verify or approve the claim.

Damage caused by incorrect installation, failure to follow the product instructions, improper assembly, misuse, unauthorized modification or repair, or the use of incompatible parts or accessories is not considered a product defect and is not eligible for a return, exchange, refund, or replacement under this policy, except where otherwise required by applicable law.

The absence of an unboxing video does not automatically waive any non-waivable rights or remedies available under applicable consumer protection laws.


How to Initiate a Return or Exchange

Contact our customer support team at support@onnaisafe.com or through our official Facebook page before returning your product.

Once your request is approved, we will provide return instructions. For eligible returns or exchanges from customers located within the 50 United States or the District of Columbia and requested within 30 days of delivery, we will provide a prepaid return shipping label.

⚠️ Returns sent without prior authorization may not be accepted.


Returns Outside the United States

For purposes of this policy, the “United States” means the 50 United States and the District of Columbia. Due to international shipping, customs, and logistical limitations, ONNAIS is generally unable to accept physical returns from customers located outside these areas.

If a product delivered outside the United States is confirmed to be damaged, defective, incorrect, or otherwise eligible for a resolution under this policy, ONNAIS may, after reviewing the circumstances and supporting evidence, issue a partial refund equal to 70% of the product purchase price without requiring the product to be returned. The customer may keep or responsibly dispose of the product.

Original shipping charges, expedited shipping fees, customs duties, import taxes, and other related charges are excluded from the partial refund calculation unless otherwise required by applicable law.

Returns, exchanges, and refunds are not available for requests based solely on personal reasons, including, but not limited to, change of mind, no longer needing the product, personal preference, ordering the wrong model, size, color, or quantity, or other reasons unrelated to a verified product defect, damage, or fulfillment error.

Customers may be required to provide photographs, videos, product labels, serial numbers, packaging information, or other reasonable evidence before a partial refund is approved.

Any partial refund issued under this section will be returned to the original payment method. This section does not limit any non-waivable rights or remedies available under applicable consumer protection laws.

For approved no-return resolutions outside the United States, the refund will be processed after the claim and supporting evidence have been reviewed and approved.