ON offers a 30 day return window for most items purchased directly from the company. You must initiate your return through your online account, and items must be in new condition and original packaging to qualify.
How returns work
You can return items by mail. Start by logging into your account and navigating to the Orders section to create a return or exchange request. Once approved, ON provides you with a shipping label or QR code. You then send your package using that label.
Exclusions and restrictions
Items that are not in new condition cannot be returned. Products purchased from other retailers, rather than directly from ON, are also ineligible. Run Trial orders are exempt from the original packaging requirement but are otherwise subject to the 30 day return window.
Refunds
Refunds are processed upon receipt of your returned item. The retailer does not publish details about the number of business days required to credit your account after receipt.
Frequently asked questions
Do I need a receipt to return an item to ON?
No, a receipt is not required. Instead, you can use your order number and email address from your confirmation email to process the return through your online account.
How long do I have to return an item?
You have 30 days from purchase to initiate a return or exchange with ON.
Is return shipping free?
ON provides a return shipping label after you submit an eligible return request. The retailer does not specify whether shipping is free or when you may be charged.
What condition must items be in to return them?
Items must be in new condition and in original packaging to be eligible for return. The only exception is Run Trial orders, which do not require original packaging.
Can I exchange an item instead of returning it?
Yes, exchanges are available within 30 days for items in new condition. ON sends replacements within 7 to 14 business days.
Can I return something I bought from another retailer?
No. ON only accepts returns for products purchased directly from ON. Items bought elsewhere are not eligible.
When will I receive my refund after sending back my item?
Refunds are processed upon receipt of your returned item. ON does not publish how long it takes for the credit to appear in your account after the item is received.