RETURNS POLICY

RETURNS, EXCHANGES & REFUNDS

We encourage you to read the full Returns Policy before purchasing.

ONTE is happy to process the return of items purchased under the following conditions:

Return request must be made within 5 days of receiving your order.
All returns must be posted back to ONTE within 7 days of receiving the return approval.
Item/s must be returned in original condition, unworn, unaltered, unwashed and with original tags attached, with necessary return paperwork.
Returns that do not include the return paperwork may be rejected and returned to sender.
Sale items or items purchased during a promotional event are only eligible for a store credit or exchange.
Archive/Final Sale items are strictly final sale and are not eligible for a return.
Orders placed with Afterpay are only eligible for a credit note or exchange.
Original shipping charges are non-refundable. Shipping charges for returned items are the responsibility of the customer.
Orders placed using a welcome discount code are eligible for refund, store credit and/or exchange.

ONTE takes no responsibility for incoming deliveries of a return. We encourage you to return your item(s) via a trackable postal service, registered post or express post, as return parcels remain the responsibility of the customer until received by ONTE.

INITIATE A RETURN

A return request must be made within 5 days of receiving your order and the order must be posted back to ONTE within 7 days of receiving the return approval.

Follow the steps below in initiate a return request:

STEP 1: Ensure the conditions in our returns policy have been met.

STEP 2: Navigate to ONTE.COM.AU and login to your Customer account using the 6 digit code you will receive to your nominated email address.

STEP 3: Select the order associated with the product you would like to return. If your order has one or more items, only select the items you want to return.

STEP 4: Select the reason from the drop down menu and add a note to the return. For exchanges, please specify the new product name, colour, and size. The more detailed your return request the faster it will be processed.

Step 5: You will receive notification within 24hrs, and if approved you will be provided return instructions and necessary paperwork.

Step 4: Post the item to ONTE at the address provided in the return instructions, within 7 days. If the item is not shipped out within the specified time frame, the return will be rejected.

Original shipping charges are non-refundable. Shipping charges for returned items are the responsibility of the customer.

PROCESSING YOUR RETURN

We endeavour to process returns daily, but please allow up to 3-5 business days for your return to be processed. You will receive notification when your return has been successfully completed.

EXCHANGE

Exchanges will be processed pending inventory availability and will be dispatched at no additional shipping charges. If your new product is of higher value you will receive and updated invoice for payment. If of lower value, you will be issued a refund or store credit in accordance with out returns policy. Please note, if an exchange cannot be processed due to insufficient inventory, a refund or credit note will be provided automatically.

STORE CREDIT

You can now use the Store Credit toward any future purchase and has a expiry of 3 years from the date of issue.

To view your balance or apply it to your next order, simply log in to your account on our website.

See below instructions on using your store credit:

Step 1. Log into your customer account on the ONTE website.

Step 2. If you have store credit available on your account, you will see the store credit balance in the Store credit section at checkout.

Step 3. Select “Apply store credit” to use it as a payment method.

A store credit will be processed if the order is not eligible for a refund and/or if an exchange has not been requested.

REFUND

Refunds will be processed back to the original method of payment. Refunds can take several business days to reflect on your statement depending on your payment provider.

Please note, item/s purchased with Afterpay or sale items cannot be returned for a refund.

INTERNATIONAL RETURNS

ONTE will not be responsible for return shipping costs nor duty reimbursement in the case of international purchases (other than faulty items).

ONTE reserves the right to deny a return if it does not meet our returns policy.

FAULTY ITEMS

If you have received a product with a manufacturing fault, please contact us via email at info@onte.com.au as soon as you receive your order. You will then be required to provide a detailed description and images of the damage, defect or fault for preliminary assessment.

If the product is confirmed to have a manufacturing fault by our Garment Technician, you will receive a prepaid return postage label.

we will replace the product for you. A refund or credit note will only be processed if the item cannot be replaced.

If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you.

It does not constitute a defect, if in the reasonable opinion of our Garment Technician, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse or failure to use or wash in accordance with the Care Instructions.

ONTE ‘wear and tear’ test all our garments. We customise all care labels with tailored care instructions and maintenance for each garment.

We consider fair ‘wear and tear’ to be:

PILLING: Some yarns are prone to pilling with wear. The degree of pilling can depend of various factors including the action of the wearer or the garment coming in contact with another abrasive surface or fabric. If pilling does form, it can be easily removed by hand or a de-pilling device.

PULLS: Pulls in the yarn can occur when the garment comes into contact with rough surfaces or jewellery. ONTE recommends to repair any pulls on knitwear to avoid further damage.