Refund policy

Last updated: 16 October 2026

This policy applies to all orders placed on onizion.com, wherever we deliver. It is provided by Onizion Ltd (company number 17056537). Nothing in this policy affects your legal rights as a consumer in your country.

At a glance

  • Cancelling a pre-order: everyone can cancel for a full refund at any time before dispatch.
  • Changing your mind after delivery: 30 days for UK customers. 14 days for customers in the European Union, Norway, Iceland and Liechtenstein. Not available in other countries, unless your local law gives you this right.
  • Faulty or damaged items: covered for everyone, with a 1-year warranty.

Cancelling a pre-order

You can cancel your pre-order at any time before your order is dispatched and we will refund you in full, including any delivery charge. This applies wherever you live.

To cancel, email info@onizion.com with your order number. We will confirm your cancellation and refund you within 14 days, to the payment method you used.

Changing your mind after delivery

UK customers: 30 days. You have 30 days from the day your order is delivered to tell us you want to return it. This is longer than the 14 days required by UK law.

Customers in the European Union, Norway, Iceland and Liechtenstein: 14 days. You have the legal right to cancel your order within 14 days of the day it is delivered, without giving a reason.

Customers in all other countries. We do not offer change-of-mind returns, unless the law where you live gives you a right to cancel. Faulty or damaged items are always covered (see below).

How to return your order

  1. Email info@onizion.com with your order number within your return period. You can use the cancellation form at the end of this policy, but you do not have to.
  2. Send the order back to us within 14 days of telling us, using a tracked and insured delivery service.
  3. Return everything that came in the delivery: the bed, the headphones, the carry case and the power cable, packed in the original box and packaging.

Return address:
Onizion Ltd, 115 Beltinge Road, Herne Bay, CT6 6HS, United Kingdom

Packaging. You must return the bed in its original box and packaging, so that it is protected in transit. Please keep the box and packaging until you are sure you want to keep the bed.

Return costs. You pay the cost of returning your order. You must use a tracked and insured delivery service, as the bed weighs around 18 kg. Please keep your proof of postage. You are responsible for the order until it reaches us. If you are returning from outside the UK, you are also responsible for any export paperwork, and you should mark the parcel as a return so that we are not charged import duties. If we are charged duties or taxes on your return, we may deduct them from your refund.

Condition. You may try the bed as you would in a shop. Please return it complete and in good condition. If an item is missing, damaged, or shows wear beyond what is needed to try it, we may reduce your refund by an amount that reflects the loss in value.

Your refund. We will refund the price you paid, including the original delivery charge, within 14 days of receiving your return (or proof that you have sent it, if that is sooner). Refunds go to the payment method you used.

Duties and taxes on international orders. If import duties and taxes were added to your order at checkout, we will refund them where they can be reclaimed. If you paid them to the courier or your country's customs authority on delivery, we cannot refund them, but you may be able to reclaim them from that authority.

Orders processed by Global-e. For some countries, including the United States, our international partner Global-e processes your order and payment as the seller of record. This policy still applies to these orders, but your refund may be issued by Global-e.

The Onizion App. Your lifetime Onizion App subscription is included with the bed. If you return the bed, your app subscription ends when your refund is processed.

Faulty or damaged items

If your order arrives damaged, or develops a fault, contact us at info@onizion.com with your order number, a description of the problem and photos where possible. Please tell us about delivery damage as soon as you can.

We will cover the cost of returning faulty or damaged items, wherever you live, and will arrange collection where needed.

UK customers. Under the Consumer Rights Act 2015:

  • Within 30 days of delivery: you can choose a full refund, or a repair or replacement.
  • After 30 days and within 6 months: we will repair or replace the item. If a repair or replacement is not possible, or does not fix the problem, you can ask for a refund.
  • After 6 months: you still have rights under the Consumer Rights Act 2015, and we will help you.

Customers in other countries. We will repair or replace a faulty item, or refund you if a repair or replacement is not possible. You also keep any rights you have under the consumer law where you live, for example the 2-year legal guarantee in the European Union.

1-year warranty

Your Onizion HOME bed comes with a 1-year warranty from the date of delivery, wherever you live. If a fault caused by materials or manufacture appears in that time, we will repair or replace the bed free of charge. The warranty does not cover damage caused by accidents, misuse, normal wear and tear, or using the bed with an unsuitable power supply or plug adaptor. This warranty is in addition to your legal rights.

Cancellation form

If you want to cancel your order, you can copy this form into an email to info@onizion.com:

To: Onizion Ltd, 115 Beltinge Road, Herne Bay, CT6 6HS, United Kingdom, info@onizion.com
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Date:

Contact us

Email: info@onizion.com
Onizion Ltd, company number 17056537
115 Beltinge Road, Herne Bay, CT6 6HS, United Kingdom