Policy Details

This policy is only applicable on purchases made on merchant stores that are opted-in to Onward’s Satisfaction Guarantee feature which is clearly indicated at the point of purchase.

This policy provides coverage for Quality Issues arising from issues that occur during product usage. Quality Issues are defined according to the type of product.

• For durable goods, such as apparel, appliances, bags, electronics, exercise equipment, footwear, furniture, jewelry, textiles and watches - Quality Issues are defined as issues arising during normal usage such as tears, rips, drops, punctures, cracks, breaks, mechanical failures and electrical issues. Manufacturing defects are not covered.

• For consumable goods, such as cleaning products, detergents, drinks, food, makeup, perfumes and supplements - Quality Issues are defined as general dissatisfaction with the quality of the product after use.

• A claim can be filled for “Quality” if it falls in this category.

Onward will seek to remedy the issue based upon whether the product(s) are durable goods or consumable goods.

• For durable goods, Onward may first attempt to repair the product at our expense before either replacing the product or issuing a credit.

• For consumable goods, Onward will either replace the products or issue a credit at its discretion.

Any credit issued will be for the full product amount minus the Onward protection fee, applicable taxes, and shipping fees.

Claims must be filed within a specific number of days from the date the package is marked as delivered by the carrier tracking information. This specific number of days is noted in the Onward widget during checkout.

Onward will only cover one of each product in an order (i.e. if you ordered 3 of the same item and are unsatisfied, you will only receive credit for one of the items).

The Onward Satisfaction Guarantee is not intended to replace any warranty issued by the merchant or manufacturer of the product.

The Onward Satisfaction Guarantee does not cover products eligible for a merchant’s return policy. If the product is eligible for return, Onward will inform you of the process for filing a return with the merchant.

Onward may, at its sole discretion, require the product(s) to be shipped back to the merchant or other destination to approve a claim.