Refund policy

Return & Refund Policy for Ongtab

1. Company Information

  • Store Name: Ongtab

  • Business Address: 29 Kilmartin Ave, London, SW16 4RE, United Kingdom

  • Contact Email: ongt9b2411@gmail.com

  • Phone: 07788237559

2. Return Eligibility

Customers have the right to return items within 30 calendar days from the date of delivery. To be eligible for a return, the following conditions must be met:

  • The item must be returned within 30 days of delivery.

  • The item must be unused, unworn, and in the same condition as received.

  • The item must not be damaged, washed, or altered.

  • The item must be returned in its original packaging when possible.

  • Proof of purchase (order confirmation or receipt) must be provided.

All products sold by Ongtab are eligible for return unless otherwise stated at the time of purchase.

3. Return Process

To initiate a return:

  1. Contact us at ongt9b2411@gmail.com.

  2. Provide your order number and the reason for your return.

  3. Our team will provide clear return instructions and the appropriate return address details.

  4. If required, a prepaid return label will be provided at no cost to the customer.

Note: Returns sent without prior authorization may not be accepted.

4. Return Shipping Costs

  • Return shipping is free of charge for all eligible returns.

  • Customers will not be required to pay any return postage or courier fees.

  • In cases of defective, damaged, or incorrect items, return shipping is fully covered by Ongtab.

5. Refund Policy

Once your returned item is received and inspected:

  • Refunds will be processed within 14 business days.

  • Refunds are automatically issued to the original payment method used at checkout.

  • You will receive an email confirmation once the refund has been completed.

  • If the return does not meet eligibility conditions, the refund may be partially reduced or denied, and you will be informed.

6. Exchanges

Ongtab does not offer direct exchanges. If you would like a different item, size, or style:

  • Return the original item following this policy.

  • Place a new order separately through our website.

7. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect compared to your order, please contact us within 48 hours of delivery with:

  • Your order number.

  • A brief description of the issue.

  • Clear photos of the product and its packaging.

We will promptly arrange either a full refund or a free replacement (if available).

8. Non-Returnable Conditions

Returns may be rejected if:

  • The item is returned after the 30-day window.

  • The item is used, damaged, or not in its original condition.

  • The item is returned without prior approval or contact.

  • The item is missing parts, components, or its original product packaging.

9. Refund Delays

Refund processing timelines can vary depending on your credit card provider or financial institution's internal policies. If you do not see your refund credit within 14 business days after receiving our approval confirmation, please contact us so we can verify the status for you.

10. Contact Information

For all return and refund inquiries:

  • Email: ongt9b2411@gmail.com

  • Phone: 07788237559

  • Address: 29 Kilmartin Ave, London, SW16 4RE, United Kingdom

  • Response time: 24–48 business hours (Monday–Friday)