Return & Refund Policy
⚠️ Hygiene & Safety Notice (Please Read)
Due to the intimate nature of our products (Adult Toys), customer safety is our absolute priority. Once a product's protective seal is broken or the packaging is opened, it is considered "used" and cannot be returned or exchanged under any circumstances, unless verified as defective. All sales of opened consumable items (Onaholes, lotions, condoms) are FINAL.
1. Eligibility for Returns & Exchanges
🛑 Defective Products (Our Guarantee)
If you receive a defective item (e.g., internal motor failure, structural damage upon arrival), we will make it right.
Reporting Window: You must email us at support@onaholestation.com within 7 days of delivery.
Proof Required: Please provide a clear video demonstrating the defect. Photos alone may not suffice for mechanical issues.
Resolution: Upon verification, we will provide a free replacement or a full refund. We cover the return shipping costs for defective items.
Note on Soft Toys: Minor cosmetic variations (e.g., small air bubbles, slight mold lines) are normal by-products of the silicone manufacturing process and are not considered defects unless they affect functionality.
📦 Incorrect Orders
If we sent the wrong item, please notify us within 7 days. The item must remain unopened and sealed in its original packaging to be eligible for a free exchange.
🚫 Non-Returnable Items
Opened or used items.
Items removed from their original protective wrapping.
Consumables (Lubricants, cleaners, condoms).
2. Pre-Order Cancellation Policy
Pre-orders are special reservations made with manufacturers in Japan specifically for you. Therefore, cancellations affect our supply chain.
Before Cutoff Date: 100% Full Refund.
After Cutoff Date: Refund will be issued as 50% Cash back + 50% Store Credit.
Example: A $100 cancelled pre-order results in a $50 refund to your card and a $50 gift card for future use.
Bonus Points: Any promotional points earned from the pre-order will be revoked upon cancellation.
3. Return Process (RMA)
To ensure your return is processed quickly, please follow these steps:
Get Authorization: Contact Support (support@onaholestation.com) to get a Return Merchandise Authorization (RMA) number.
Note: Packages sent without an RMA will be refused.Pack Safely: Place the item securely in a shipping box. Do not stick labels directly on the product packaging.
Ship It:
Defective Items: We provide the shipping label.
Remorse Returns (Unopened): Customer pays shipping + insurance.
4. Refunds & Fees
Refunds are processed after the returned item arrives at our warehouse and passes inspection.
Restocking Fee: A 15% restocking fee applies to non-defective returns (e.g., unopened items returned due to change of mind).
Shipping Costs: Original shipping fees are non-refundable. If you received "Free Shipping" on your order, the actual cost of shipping we paid will be deducted from your refund amount.
Gift Cards: Refunds for orders paid via Gift Card will be returned to the Gift Card balance.
5. International Returns
For customers outside of Canada (USA & International):
Customers are responsible for return shipping costs and any potential customs duties/taxes associated with the return.
We cannot refund duties or taxes paid to your local customs authority.
❓ Frequently Asked Questions
Q: Can I return an opened product if I don't like it?
No. For hygiene reasons, we strictly cannot accept returns on opened items unless they are defective.
Q: What is considered a "Defect"?
Functional failures (e.g., motor doesn't turn on, toy is ripped upon arrival). Cosmetic marks inherent to silicone molding are not defects.
Q: How long do refunds take?
Once we receive your return, please allow 3-5 business days for inspection and processing. Your bank may take additional time to post the credit.
📞 Contact Support
If you believe your product is defective or have questions about a return:
Email: support@onaholestation.com