Why is Onward offering a refund instead of replacing my item(s)?
Edited
Reordering the item(s) requires proof of identification:
If you purchased from a merchant that requires you to upload proof of identification to place an order, Onward will not upload our employee’s proof of ID to place a replacement order.
Instead, Onward can offer you a refund instead to protect each party’s identity.
Item is out of stock:
Onward does not have visibility to the merchant’s inventory, or details into when they will have your item back in stock.
Onward can offer you a refund for the item that is out of stock.
The purchase was a customized item(s)
Onward cannot reorder customized items on your behalf. Onward can offer a refund instead.