Refund policy

Effective Date: March 16, 2026 Entity: Seond Ltd. DBA Onset Address: Spyrou Kyprianou 16, 6058 Larnaca, Cyprus VAT Number: CY10433247L Registered Number: HE 433247 Email: hello@tryonset.com Support Hours: Monday – Friday, 9:00 AM – 6:00 PM EST

At Onset, we stand behind the quality of our products and want you to feel confident in your purchase. This Refund & Return Policy explains how refunds, cancellations, and returns work for orders placed on tryonset.com.

1. 90-Day Money-Back Guarantee

We offer a 90-day money-back guarantee on all purchases made through tryonset.com.

How it works:

  • You may request a refund at any time within 90 days of your delivery date.
  • There is no minimum usage requirement — you do not need to finish the bottle or use the product for a set period before requesting a refund.
  • Refund requests submitted after 90 days from the delivery date are not eligible under this guarantee.

How to qualify:

  • Submit your request to hello@tryonset.com within the 90-day window.
  • Include your order number and the reason for your refund request.
  • Provide any supporting information our support team requests to process your claim.

All refund requests are reviewed by our customer support team, and refunds are issued once eligibility has been confirmed.

2. Subscription Orders

Onset subscriptions are designed to be flexible.

  • You can cancel your subscription at any time through your account dashboard or by emailing hello@tryonset.com.
  • To prevent your next order from shipping, cancellation must be received at least 3 days before your next scheduled billing date.
  • Orders that have already been processed or shipped before your cancellation request cannot be canceled, but they remain covered by the 90-day money-back guarantee in Section 1.

3. Return Requirements

To be eligible for a refund under the 90-day guarantee, returns must meet the following conditions:

  • The order was placed directly through tryonset.com.
  • The refund request is submitted within 90 days of the delivery date.
  • A return authorization has been issued by our support team before the product is shipped back.
  • The product is returned in its original packaging, whether opened or unopened.
  • The return shipment includes the return authorization number provided by support.

Items returned without prior authorization, or sent to an address other than the one provided in the return instructions, may be refused or delayed.

4. Return Process

To start a return:

  1. Email hello@tryonset.com with your order number and reason for return.
  2. Our support team will review your request and, if approved, send you a return authorization and shipping instructions.
  3. Package the item securely and ship it using the instructions provided.
  4. Once we receive and confirm the return, your refund will be processed.

5. Return Shipping Costs

  • Customers are responsible for return shipping costs.
  • Original shipping fees paid at checkout are non-refundable.
  • We strongly recommend using a trackable shipping method. Onset is not responsible for return shipments that are lost or damaged in transit.

6. Refund Processing

  • Approved refunds are issued to the original payment method used at checkout.
  • Processing typically takes 5–10 business days after we confirm receipt of your return.
  • Your bank or card issuer may take additional time to reflect the refund on your statement.
  • Refunds cover the product price only and do not include original shipping fees, customs duties, or import taxes.

7. Non-Refundable Items

The following are excluded from the 90-day money-back guarantee and cannot be refunded or returned:

  • Gift cards
  • Complimentary items included with a purchase
  • Items marked as "final sale" at the time of purchase
  • Personalized or custom-bundled orders

If you're unsure whether your purchase is eligible, contact hello@tryonset.com before placing your order or starting a return.

8. Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item:

  • Contact us within 7 days of delivery at hello@tryonset.com.
  • Include your order number and clear photos of the product and packaging.
  • Once verified, we'll arrange a replacement or full refund at no additional cost to you.

This is separate from the 90-day money-back guarantee — you do not need to return a damaged or incorrect item to receive a replacement or refund.

9. Lost Packages

If your package is confirmed lost or undelivered by the courier:

  • Contact us as soon as possible with your order details.
  • We'll investigate with the carrier and, where appropriate, issue a replacement or refund.
  • Onset is not responsible for packages lost or delayed due to incorrect or incomplete shipping information provided at checkout.

10. Right of Refusal

Onset reserves the right to deny refunds, replacements, or returns where:

  • Eligibility requirements in this policy are not met.
  • There is evidence of tampering, fraud, or resale.
  • A customer has submitted repeated or abusive refund requests inconsistent with this policy.

11. Company Information

Legal Entity: Seond Ltd. (DBA Onset) Registered Address: Spyrou Kyprianou 16, 6058 Larnaca, Cyprus VAT Number: CY10433247L Registration Number: HE 433247

Customer Support: Email: hello@tryonset.com Hours: Monday–Friday, 9:00 AM–6:00 PM EST