Refund policy

We believe everyday objects should feel right in your hands and in your home. If something arrives damaged or isn’t quite what you expected, we’re here to help — with fairness, clarity, and care.


Damaged or Incorrect Items

If your order arrives damaged or incorrect:

  1. Please contact us within 48 hours of delivery.
  2. Include your order number and clear photos of the item and the packaging
  3. Our team will guide you through the next steps.

Approved cases may be resolved through a replacement or refund, depending on availability.


Change of Mind Returns

For UAE orders, we accept returns within 7 days of delivery, provided that:

  • Items are unused and unwashed
  • Original packaging is intact
  • Items are in resalable condition

Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.


Important Notes

  • Natural Variation: Small variations in size, glaze, and texture are inherent to stoneware and are not considered defects.
  • Customs Refusals: Orders returned due to unpaid customs fees are not eligible for refunds.
  • Return Packaging: Items must be securely packed. Damage caused by insufficient return packaging cannot be accepted.


How to Start a Return

To initiate a return or report an issue:

  1. Email us at thondo@theondo.store
  2. Include your order number and reason for contact
  3. Our team will respond within 1–2 business days

 

Thank you for choosing the ōndo. We hope the objects you live with bring a sense of calm, balance, and quiet warmth to your everyday rituals.