Terms & Conditions

Terms & Conditions of our website

Delivery and Postage

We aim to ship your order within 2 working days from Glasgow, Scotland. Our warehouse is fully stocked, but occasionally there may be a delay due to stock supply – in which case we will let you know within 24 hours.

UK Wide: postage is calculated at the checkout by size and weight of your order or FREE for orders over £60.

Express service – UK Only: We are happy to provide an Express Service within the UK by sending your parcel via either Royal Mail 24hr Tracked, DX 24hr Tracked & Signed or Parcel Force 24hr Tracked and signed depending on the weight of your parcel. Free shipping offers do not apply to our Express service and will be sent either via Royal Mail 48hr Tracked or Parcel Force 24hr Tracked & Signed, again, depending on the weight of the parcel.

UK & European Parcels: All orders are sent via either Tracked or Tracked & Signed delivery depending on their weight and location in either the UK or Europe. This ensures your order can be traced and we can provide proof of delivery should it be requested.

Signature on Delivery: If no-one is at home when the postal or the courier service delivers, and your parcel requires a signature, you should receive a ‘calling card’ explaining where to collect the parcel from the Post Office (or for couriers, how to arrange redelivery – please note courier re-delivery charges may occur).

If no-one will be at home during the day, you might consider having the order shipped to a work address.

Parcels requiring no signature on delivery will be left in a safe location.  Should the location not be deemed safe by the postal worker or courier, again, you should receive a ‘calling card’ providing details on either redelivery or collecting from your local post office.

Instructions to leave: you can also leave special instructions (in the Other Notes Box during Checkout) for the order to be left in a safe location should you not be at home. Please note, however, that by doing so you take responsibility should the order go missing after it is delivered.

International shipping: We accept orders from anywhere inside the UK & EU regions along with Norway, Switzerland, Russia and Iceland.  Once you have entered your postal address at the checkout, the international shipping calculator will determine the postage cost. We will ship your order from Glasgow, Scotland within 2 business days. Free shipping is not valid on orders outside of the UK.

It is your responsibility to advise us should an order delivery be late, incorrect or damaged. Please contact us immediately at info.uk@onyalife.com. Should an order be lost in transit, damaged or incorrect, we may not send replacement items immediately. Replacement items will be despatched according to our discretion following further investigation into your unique case.

We do not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place.

Faulty Goods Returns

Onya Life adheres to International Consumer Laws for consumer guarantees and returns. If you believe a product is faulty, please contact the store from which you purchased the product (for products purchased through Onya UK website, please see details below). The product must be returned with a proof of purchase and all component parts. The item will then be assessed at the point of return and if deemed faulty, an exchange or refund will be issued. We do not offer refunds for change of mind.

Online Faulty Returns: If you purchased directly through our website, please email us at info.uk@onyalife.com with details of the product you wish to return along with clear description of the fault, clear product images and your proof of purchase/order number. The Onya Life customer service team will then contact you to discuss the best course of action. Please do not return products without first contacting us.

Should the product require returning to our UK warehouse, we will provide you with return postal address details.

Once we have received your faulty goods information and verified the fault is valid, we will send you an email confirming that we will either replace or refund the item/s. Please allow 3-5 business days for your faulty goods claim to be assessed and responded to.   Should a refund be granted, please allow 2 – 7 days for the refund to appear on your credit card to allow for bank processing.

 

30 Day Satisfaction Guarantee

If you are not satisfied with a product that you ordered online once you’ve had the chance to see it first-hand, you are welcome to return it to us within 30 days, unused and in a pristine saleable condition with the original undamaged packaging and we will refund your cost of goods (not the cost of the postage). We are happy to help you make the right decision first time, so please don’t hesitate to contact us before ordering.

Online 30 Day Satisfaction Guarantee Returns: If you purchased directly through our website, please email us with details of the product you wish to return along with your proof of purchase/order number.

Once we have verified your claim, we will provide you with return postal address details. Please then pack the products safely into a suitable box, address the parcel and drop it into your local Post Office. We also highly recommend registering your parcel as we cannot be held responsible for items lost in transit. Please Note: do take care with packaging the items as we cannot take responsibility for any damage in return transit.

Once we have received the parcel and verified that the items are unused and undamaged, we will send you an email confirming that we will refund the cost of your goods minus all postal costs. Please allow 2 – 7 days for the refund to appear on your credit card to allow for bank processing.

Contact us

Email: info.uk@onyalife.com
Phone: (+61) 89331 7137 Mon-Fri 9am-4pm Western Australian Time (Perth, +8 GMT)
Mail (Returning Parcels Only): Onya Life C/- Green Fulfilment: 27 Kilbirnie Place, Glasgow UK, G5 8QR

 

Transaction security

When you use your credit card with us you can be assured that you are protected against the misuse of your credit card details. We use Secure Sockets Layer (SSL) encryption technology to ensure that all your information is safely encrypted when it is transmitted. The padlock symbol in the bottom right corner of your screen shows the pages that are protected by the secure connection. We do not store any credit card details once your transaction is completed — each time you go to Checkout, you will enter your credit card details.

Packaging

We use environmentally-responsible packaging and recycle all packaging materials that are sent to us. Therefore, you may sometimes receive packaging such as plastic bubble wrap (thankfully rare), but at least it is having a second life!

Copyright

All content, including site design, text, graphics and images are the property of Onya Life, protected by international copyright laws. All rights are reserved. All logos and trademarks are the property of Onya Life. All products are subject to the copyright of Onya Life.

Disclaimer

The customer is responsible for determining whether a particular product is fit for purpose or use. Every effort has been made to ensure the accuracy of the information contained on this website. Onya Life, however, shall have no liability to any entity with respect to any inaccuracy, misleading information, loss or damage caused directly or indirectly by the information contained on this site. We reserve the right to correct and amend inaccurate information and are not bound in any way through the publication of incorrect information to honour or commit to obligations as a result of those inaccuracies.

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