I empathize with Oono as they have some impressive products, but unfortunately, numerous knock-offs are flooding the market. However, their return policy leaves much to be desired, especially for those outside Australia. Returning an Oono backpack can turn into a frustrating ordeal, involving multiple emails spread out over a prolonged period. They even require a video detailing the reason for the return, regardless of whether it’s due to uncomfortable straps or inadequate pockets. While the website boasts a “30-day return policy,” buried within the terms and conditions is the clause that they only provide credit for change of mind returns. What adds insult to injury is that the item must be sent back to Australia, incurring a hefty return shipping cost ranging from $30 to $125 for most countries. To make matters worse, they don’t offer discounted international shipping labels, putting the burden on the customer. Having purchased around fifty backpacks over the years, I can confidently say that Oono has the most unfavorable return policy I’ve encountered. The V2 model stands out as one of the finest backpacks I’ve owned (not particularly fond of the V3), but potential buyers should think twice before making a purchase if they anticipate needing to return it.
On a side note, the ambiguity surrounding Oono’s shipping locations raises suspicion. While they claim to ship from both Hong Kong and California, returns must be sent to Australia. This lack of transparency in their operations is concerning and contributes to the overall shady impression.