Refund policy
Returns & Refunds Policy — ONTO
We want you to love what you ordered. Every Onto piece is made just for you — thoughtfully designed, carefully printed, and quality checked before shipping.
Because our items are custom-made on demand, we handle returns a little differently than big box stores. Here’s how it works:
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If There’s a Problem With Your Order
If your item arrives with an issue — such as:
- Wrong print
- Damaged item
- Defective product
Please contact us within 7 days of receiving your order at:
inquiry@ontocollective.com or theontocollective@gmail.com
Please Include:
- Your order number
- Clear photos ore one contineous video of the issue
If it’s our mistake, we’ll fix it — fast.
In most cases, you won’t need to send the item back. We’ll replace it or refund you at no cost.
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Ordered the Wrong Size or Color?
We get it — it happens.
Since each item is custom-made, we can’t offer refunds for:
- Wrong size ordered
- Wrong color chosen
- Change of mind after ordering
But we still want to take care of you.
We’re happy to work with you to get you the best resolution so you can get the right fit next time.
Just reach out — we’ve got you.
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What Can’t Be Returned
Because our products are made-to-order, we cannot accept returns for:
- Items ordered correctly but no longer wanted.
- Custom items printed exactly as approved.
- Worn, washed, or used items.
- Items reported more than 7 days after delivery.
For hygiene reasons, we also do not accept returns on:
- Underwear
- Swimwear
- Socks
- Masks
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Lost, Damaged, or Defective Packages
- Claims for misprinted, damaged, or defective items must be submitted within 7 days of delivery.
- Claims for lost packages must be submitted within 7 days of the estimated delivery date.
If the issue was caused by us, we cover it — fully.
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Incorrect Shipping Address
Please double-check your shipping details at checkout.
If a package is delayed, lost, or returned due to an incorrect address entered by the customer:
- The customer is responsible for reshipping costs.
- If the item is returned to us, we’ll contact you to confirm the correct address before reshipping.
In some cases, packages are not returned and a new order may be required.
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Cancellations
Orders can only be canceled while they are still in processing.
Once production begins, we can no longer cancel or modify the order.
If you need help immediately after placing an order, contact us as soon as possible at:
inquiry@ontocollective.com or theontocollective@gmail.com
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Our Promise
We’re not here to hide behind policies. We’re here to build trust.
If something feels off with your order, reach out. We’ll always do our best to make it right.
You wear the vision. We stand behind every piece.
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ONTO — The Study of Existence. 🖤✨