Returns & Exchanges

To return an item email us your request and order number at hola@onacasa.com, or call us at +525546242485

• Returns and/or exchanges of items purchased on the onacasa.com site are accepted within 10 calendar days from the day the product was received.
• We do not exchange items purchased by mistake. In that case, you must return the product you ordered and purchase another one.
• Refunds will be issued to the payment method used for the purchase, and the refund time will depend on the chosen payment method.
• For return policies to apply, merchandise must be returned unused, with tags in place, and must be accompanied by the original return form.

Defective or wrong items

Any defective item or product that is different from the original order can be returned or exchanged within the first 10 days of receiving the item.

Please note that all defective item(s) are subject to inspection.