At On & Prana Sales Store, we craft our performance apparel to withstand your toughest adventures. But if your gear doesn’t fit your expedition plans perfectly, we’ve made returns as smooth as our moisture-wicking fabrics.

Our Return Policy

You may return or exchange most unworn, unwashed items with original tags attached within 15 days of delivery. Please note:

  • All returned items must be in original condition with tags attached
  • Original proof of purchase is required
  • Return shipping costs are the customer’s responsibility unless the item is defective

Non-Returnable Items:

For hygiene reasons, we cannot accept returns on underwear, socks, and intimate apparel unless defective. All swimwear must have the hygienic liner intact for returns.

How to Return or Exchange

Follow these steps to initiate your return or exchange:

  1. Submit your request within 15 days of delivery using our Return Request Form below
  2. Wait for our team to email your Return Authorization Number (RAN) and instructions within 2 business days
  3. Pack items securely in the original packaging if possible, including the RAN clearly visible on the outside
  4. Ship to our returns center at:
    On & Prana Returns
    1413 Bel Meadow Drive
    City Of Commerce, CA 90040
    United States
  5. Keep your return tracking number for reference

Return Request Form Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Dear On & Prana Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number]. Below are the details:

  • Item Name: [Product Name]
  • Size/Color: [Details]
  • Reason for Return: [Fit/Quality/Other]
  • Preferred Resolution: [Refund/Exchange for Size/Exchange for Product]
  • If Exchange: [New Size/Product Preference]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable unless the return is due to our error
  • For exchanges, we’ll ship your new item once the return is processed (standard shipping rates apply)

International customers: Refunds may take additional time to appear in your account depending on your financial institution.

Damaged or Defective Items

If your adventure gear arrives damaged or defective:

  1. Contact us within 48 hours of delivery at [email protected]
  2. Include photos of the damage/defect and your order number
  3. We’ll provide a prepaid return label and expedite your replacement

Expedited Returns Tip:

For fastest processing, use a trackable shipping method and ensure your Return Authorization Number is visible. Returns typically take 7-10 business days to reach our warehouse after shipment.

Questions about your return? Our customer adventure guides are ready to assist at [email protected].