Damaged or broken product.
On this page, you can find the answers to the following questions:
My order arrived damaged. What can I do?
Oh no! If you receive a damaged or defective product, please contact our customer service department as soon as possible. Include your order number, a brief description of the problem, and clear photos of the damage. Be sure to report this within 14 days of receipt.
You can reach us via the contact button below.
We will assess your situation and offer a suitable solution: replacement, repair, or refund.
Good to know: many of our products are finished with reactive glaze. This traditional technique creates unique color variations and surface textures—this is part of the design and is not considered a defect.
What can I do if there is a problem with my items?
Having an issue with one of our products? No worries, we're here to help! Just let us know via our contact form or send us an email. Once we get your message, we'll check if it meets our return policy. Our team will get back to you quickly to figure out the next steps.
Tip: many of our products are finished with reactive glaze. This traditional technique creates unique color variations and surface textures—this is part of the design and is not considered a defect.
Do I need to return a damaged product?
Good news! In most cases, you don't need to return a damaged item. Just send us a claim with clear photos and a brief description of the problem. Our team will assess the situation and let you know if returning the item is really necessary.
We do our best to make the process as easy as possible for you. If the item does need to be sent in for further investigation, we will send you clear instructions and reimburse you for the shipping costs.
What is the exact duration of the warranty?
When you order something from ONA, you can rest assured that it is a high-quality product. Every item in our webshop is covered by the statutory warranty, which means that the product does what you as a consumer can reasonably expect it to do.
Does the item not meet your expectations? Don't worry—we will offer a suitable solution as soon as possible. The legal warranty is valid for two years from the date of purchase and, depending on the item, can be applied in consultation with you through repair or replacement. Please contact our customer service department for more information.
Please note: if the problem was caused by your own use or damage, or if the item is simply worn out, the free repair or replacement does not apply.