Question 1

Do you offer returns or exchanges? What are the conditions?

Accepted Answer

Yes, we provide return and exchange services, but strict conditions apply due to the intimate nature of our products. Generally, we accept returns for defective items or unopened packages within 7 days. For full details, please refer to our Return/Refund Policy page.

Question 2

How do I request a refund or exchange if I receive a defective product?

Accepted Answer

We are sorry for the inconvenience! Please take clear photos or a short video demonstrating the defect and email them along with your order number to support@onaholestation.com within 7 days of receipt. Once verified, we will arrange a free replacement or refund.

Question 3

Do I need an RMA number to return an item? What is the process?

Accepted Answer

Yes. You must contact our support team at support@onaholestation.com to obtain a Return Merchandise Authorization (RMA) number before shipping anything back. Packages returned without an RMA number may be refused.

Question 4

Can I return products due to strong odor or material issues?

Accepted Answer

It depends. Minor manufacturing scents (especially from fresh TPE materials) are normal and do not affect functionality; returns are typically not accepted for this reason alone. However, if there are obvious structural defects or severe quality issues, please contact us for a resolution.

Question 5

How long is your after-sales coverage?

Accepted Answer

We offer a 7-day after-sales guarantee starting from the day your package is delivered. Please inspect your product immediately upon receipt. If you find any issues, contact us right away.

Question 6

Do you provide repairs or warranties if a product breaks during use?

Accepted Answer

We do not offer repairs or long-term warranties for wear and tear that occurs during use. However, if a quality issue is detected upon arrival (dead on arrival), we will provide full after-sales support within the 7-day window.

Question 7

Who covers the return shipping costs?

Accepted Answer

If the return is due to our error (e.g., defective product or incorrect item sent), Onahole Station covers the shipping cost. If the return is due to personal reasons (e.g., change of mind on an unopened item), the customer is responsible for the shipping fees.

Question 8

Can I return a product if I’m simply unsatisfied (Change of Mind)?

Accepted Answer

Yes, but ONLY if the outer packaging and protective seals remain completely unopened and intact. Due to hygiene regulations, we cannot accept returns on any item that has been opened. Please note that for these returns, you must cover the shipping costs.

Question 9

How long does a refund typically take?

Accepted Answer

Refunds are processed within 3-5 business days after we receive and inspect the returned item at our warehouse. Once processed, it may take additional time for your bank to reflect the credit on your statement.

Returns & After-Sales FAQs

Returns & After-Sales FAQs