Refund policy
Satisfaction Guarantee or Money Back
Enjoy the ONY experience — the only intimate accessories brand in France that dares to offer a complete satisfaction guarantee or a full refund, even after you've tried its products.
🕒 You have 30 days to try your product with complete peace of mind!
From the date you receive your order, you have 30 days to try your product.
💬 If you are not 100% satisfied, simply fill in our dedicated form on our Satisfaction Guarantee page.
📦 Once we receive your request and it has been validated by our team, we will invite you to send the product back to us, so you can benefit from our exclusive returns offer.
Because your satisfaction is our priority!
1. Store credit:
We will first offer you a refund in the form of store credit, allowing you to find the product that perfectly matches your expectations for a new sensory experience.
This store credit, equivalent to the price of the product concerned, is valid on all products in our shop (excluding delivery costs and additional promotions).
Feel free to ask our customer service team for advice — they're here to help you find the best solution!
2. Refund:
Then, if you are still not satisfied after using your store credit and do not wish to try other products from our range, a refund equivalent to the price of the product in question will be issued (excluding delivery costs).
The refund will be issued via the original payment method.
Please note that according to Article 16(e) of Directive 2011/83/EU, the right of withdrawal cannot be exercised for "sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery."
HOWEVER, ONY is the only brand to offer a "satisfaction guarantee or money back" on its intimate accessories.
Once you have received confirmation of your return request from the customer service team, the product in question must be sent back to the following postal address:
ONY - BANSARD INTERNATIONAL SAS
83 RUE DE LA MALACOMBE
38070 SAINT QUENTIN FALLAVIER
FRANCE
Upon receipt of the product, the store credit will be sent to the customer electronically.
The store credit is valid for 90 calendar days and can only be used on one order.
The refund will be processed within approximately 30 days of receiving the return, via the payment method you chose when placing your order.
The "satisfaction guarantee or money back" offer is valid once per customer.
Right of Withdrawal
Under Directive 2011/83/EU, the customer has a period of fourteen days from delivery of the order to exercise their right of withdrawal and return the product to Groupe SHF for a refund without penalty, except for the return shipping costs, which shall be borne by the customer.
In accordance with Article 16(e) of Directive 2011/83/EU, Sensitive Goods (hygiene) cannot be accepted for return if the product packaging has been unsealed by the customer after delivery, as they are excluded from the right of withdrawal for health protection reasons.
Consequently, given the nature of our products and for obvious hygiene reasons, products from the shop cannot be returned on the grounds of withdrawal if their packaging has been unsealed (VOID security labels or plastic film removed).
In the contrary case, if the product has not been unsealed, the buyer must contact customer service to submit their right of withdrawal via our dedicated customer support page.
The full refund of the order, excluding delivery costs, will be processed automatically 30 days after receipt of the complete order.
The right of withdrawal applies only within European Union countries.
In the event of a withdrawal request for one or more individual product(s) from a discounted order, the refund amount will correspond to the following value:
Refund amount = Total order amount (excluding delivery costs) - Amount of the product(s) kept at full price.
Once you have received confirmation of your return request from the customer service team, the product in question must be sent back to the following postal address:
ONY - BANSARD INTERNATIONAL SAS
83 RUE DE LA MALACOMBE
38070 SAINT QUENTIN FALLAVIER
FRANCE
The refund will be processed within approximately 30 days of receiving the return, via the payment method you chose when placing your order.