Return & Exchange Policy

By placing an order with Onope, you agree to the terms outlined in this policy. We’ve created these guidelines to ensure a fair and transparent shopping experience for all our customers. This policy applies to all orders placed within the United States.

1. Return Window

You have up to 30 days from the date of delivery to request a return or exchange.
After 30 days, we are unable to accept returns or exchanges unless otherwise stated in writing by our support team.

2. Return Eligibility

To be eligible for a return and a full refund, the item must meet all of the following conditions:

• Must be in brand-new, unused condition
  
• All original tags and labels must be attached
  
• Must be returned in the original packaging (or equivalent protective packaging)
  
• A valid receipt or proof of purchase is required
  

All returns will be inspected upon arrival. Items that do not meet these conditions may be rejected and returned to the customer.

3. Non-Returnable Items

We do not accept returns in the following cases:

• Items that show signs of use, wear, or damage, including stains, odors, pet hair, dirt, etc.
  
• Items that have been altered, washed, or repaired
  
• Products marked as “Final Sale” or “Non-Returnable” at the time of purchase
  
• Requests made after the 30-day return window
  

4. How to Request a Return

To initiate a return, please email support@onope.com with the following information:

• Your full name and order number
  
• Proof of purchase (e.g., order confirmation email or screenshot)
  
• The reason for the return
  
• Clear photos or a video showing the product condition (especially if damaged or defective)
  

If your return is approved, we will provide:

• A prepaid return shipping label (if applicable)
  
• Step-by-step instructions on how and where to send the return
  

Once we receive and inspect your return, we will issue a full refund or send a replacement, based on your preference and stock availability.

5. Shipping Issues & Wrong Address Returns

• If the item is returned to us due to an incorrect or incomplete address provided by the customer, we can reship the order, but the customer will be responsible for additional shipping costs.
  
• If the item is damaged, lost, or delayed due to the shipping carrier, please notify us within 3 business days of delivery (or expected delivery). We will assist you in resolving the issue and may offer a replacement or full refund based on the situation.
  
• If the package is returned to the sender due to failure to receive or claim the package, please contact us to arrange redelivery (additional shipping fees may apply).
  

6. Exchange Policy

We offer exchanges only in the following cases:

a. Manufacturer Defects

• Examples: broken parts, functional issues, manufacturing flaws
  
• We will cover all shipping costs and send a replacement at no charge
  

b. Shipping Damage

• If your item arrives damaged due to handling during transit, please send photos or a video.
• We will provide a free replacement or a full refund
  

c. Seller Error

• Wrong item, size, or color shipped
  
• Product damaged due to improper packing or handling before shipment
  
• We will take full responsibility and cover all associated costs to send the correct item
  

Please note: We do not offer exchanges for reasons such as “changed mind,” “don’t like the color,” or “ordered the wrong item,” unless the product remains sealed and unused within the 30-day window.

7. Need Help?

If you have questions or need assistance, we’re here to help:

• 📧 Email: support@onope.com
  
• 🕐 Support Hours: 9:00 AM – 5:00 PM (EST), Monday – Friday
  
• 🏢 Company Name: SOUL & SPARKLE LLC
  
• 📍 Address: 218 Ashland Ln, Sparta, MO 65753, United States