Refund Policy

At Onyssa, we want you and your pet to be completely satisfied with your purchase! If you’re not happy with your order, we offer a 14-day return policy to make things right.

1. Eligibility for Returns

You may return an item within 14 days of receiving it, provided:

• The item is unused, in its original condition, and in the original packaging.
• The product is not a final sale, perishable, or a custom-made item.
• The item has not been damaged due to misuse or improper care.

2. How to Initiate a Return

To start a return, please contact us at support@onyssa.com with your order number and details of the item you’d like to return. Our team will guide you through the process.

3. Return Shipping

• Customers are responsible for return shipping costs, unless the return is due to a defective or incorrect item.
• We recommend using a trackable shipping method to ensure the safe arrival of your return.

4. Refunds & Processing Time

• Once we receive and inspect your return, we’ll notify you about the approval or rejection of your refund.
• Approved refunds will be issued to your original payment method within 5-10 business days.
• If your return is rejected due to non-compliance with our policy, we will contact you with further options.

5. Exchanges

We currently do not offer direct exchanges. If you need a different item, please return the original item and place a new order.

6. Damaged or Incorrect Items

If you receive a damaged or incorrect product, contact us within 48 hours of delivery with photos of the issue. We’ll resolve the problem as quickly as possible with a replacement or refund.

7. Non-Returnable Items

Some items cannot be returned for hygiene and safety reasons, including:

• Opened pet food or treats
• Used pet beds, toys, or grooming products
• Personalized or custom-made items

8. Need Help?

If you have any questions about our return policy, feel free to reach out to us at support@onyssa.com. We’re happy to assist you!