At www–on.com, we are committed to providing high-quality products and a smooth shopping experience. If you are not completely satisfied with your purchase, we’re here to help with a fair and straightforward refund and return policy.

What is your return policy?

ToWe are only able to accept returns for a refund or exchange on orders within 30 days of delivery. Returns must be in new condition, and we ask that they be returned in their original, intact packaging (including for apparel and accessories). We are only able to accept returns for orders purchased directly from On.

To submit a return request, enter your order number and the email address used to place the order here.

We cover the cost of shipping for eligible returned On products unless it is to, or from, one of the following countries: India, Indonesia, Thailand and Malaysia.

Please note that expedited shipping costs on the original outbound order will not be refunded in the case of returns or exchanges.

For Cyclon™ orders, the policy is slightly different – please review the Cyclon™ return policy here. We are unable to accept returns for Onward™ orders. Limited editions and last-season items can only be refunded, but are not exchangeable due to limited stock.

Return Process

To initiate a return, please follow these steps:

  1. Contact Us at contact@www–on.com with your order number, reason for return, and any relevant photos (if applicable).
  2. Our support team will review your request and respond within 24–48 hours with return instructions and a return address.
  3. Securely pack your item(s) and ship them to the return address provided. We recommend using a trackable shipping service.
  4. Once we receive and inspect the returned item(s), we will notify you of the approval or rejection of your refund.

How can I return my order?

You can submit a return request by entering your order number and the email address used to place the order – you can do thishere. See our return policy for more details.

After an eligible return request has been completed, a return shipping label will be provided to you (if free return shipping is available in your region). Take a look at our return steps by country for more information on what you need to do to return your order.

If you need multiple boxes to return your order, please submit a separate return request for the item(s) in each box. You’ll receive a unique return label for each return request. Please do not return multiple orders in one box.

If you have an On account, you can request an eligible return directly from your order history.

How will I be provided a return shipping label?

Return shipping labels are provided for eligible returns after a return request has been successfully submitted. To submit a return request, enter your order number and the email address used to place the order here. If you have already set up your return and misplaced the provided label, you can always access your return shipping label directly from your return request. Re-enter the order number and the email address here and you’ll be able to access your unique return shipping label.

Non-Refundable Items

The following items are not eligible for return or refund:

  • Items purchased on final sale or discount
  • Products showing signs of wear, washing, or alteration
  • Items returned without original packaging or tags
  • Gift cards or promotional items
  • Shipping fees (unless the item is defective or the wrong product was sent)

How our returns and exchanges process works

Create a return

Create a return or exchange by logging into your account and clicking on the ‘Orders’ section. You can also do it via our Return / Exchange form found in the Help Center. All you need is your order number and email address – found in your order confirmation email.

Get a shipping label

Take a look at our Return steps by country page for more information on how to return an order based on your location. This page also explains how to obtain a shipping label or QR code for your return.

Send your package

Read our Return steps by country page for more information on how to hand in your return.

Refund and exchange process

Refunds will be issued upon receipt of your order. Exchange replacements will be sent within 7-14 business days.

Damaged or Defective Items

If your item arrives damaged or you receive the wrong product, please contact us within 48 hours of delivery at contact@www–on.com.com with:

  • Order number
  • Clear photos of the issue
  • Description of the problem

We will promptly review your case and offer a replacement or full refund where appropriate.

Shipping Costs

  • Customers are responsible for return shipping costs unless the item was defective or incorrect.
  • Original shipping fees are non-refundable unless the return is due to our error.

Contact Us

If you have any questions about our Refund and Returns Policy, please reach out to our support team:

Email: contact@www–on.com.com
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (GMT+5)
Website: https://www–on.com.com/

Additional Terms

  • on cloud shoes reserves the right to refuse returns that do not meet our policy conditions.
  • Any items returned without prior authorization will not be accepted or refunded.
  • We are not responsible for items lost or damaged during return shipping.

By placing an order on www–on.com.com, you agree to our Refund and Returns Policy. Please review all details before making a purchase.