Payment, Refund & Exchange Policy

Advance Payment Only

All orders must be paid for in full before they can be processed. We do not offer Cash on Delivery (COD).

Order Confirmation

An order is considered confirmed only after the payment has been successfully received and verified in our account. This verification process may take 2–3 working days.

Proof of Payment

Payment screenshots or slips alone are not considered valid proof of payment. Orders will only be processed once the payment has been fully received and reflected in our account.

No Refund / No Cancellation

All orders are final and non-refundable once placed. We do not accept cancellations or requests based on a change of mind.

Defect Claims Only

Refunds or exchanges will only be considered in the rare case of a genuine product defect.

Claim Process

Any defect must be reported within 24–48 hours of delivery. Claims made after this period cannot be accepted.

A continuous, unedited video of the package and product is mandatory as proof of the issue.

The product must be unused, unworn, and in its original condition.

Return & Inspection

If a defect claim is approved, the item must be returned to us for inspection.

The refund will only be processed after we receive the item and complete a thorough inspection.

Verification Process

Every claim will be carefully reviewed by our team. Oni reserves the right to approve or reject a claim based on the evidence and information provided.

Refund Timeline

Once the returned item has passed our inspection, the refund will be processed within 6–7 working days.

Made-to-Order / Customized Pieces

All customized and made-to-order items are strictly non-refundable and non-exchangeable.

Colour & Minor Variations

Due to the handmade nature of our products, slight variations in colour, embroidery, fabric texture, or minor marks such as light chaapa stains may occur. These natural variations will not be considered defects.

Shipping & Delivery

Delivery timelines are estimates and may vary depending on the courier and other unforeseen circumstances. Delays caused by courier services or circumstances beyond our control are not eligible for refunds.

Please note: Our refund policy does not apply to situations where a customer simply changes their mind or no longer wishes to keep the product.