🔁 Returns & Refunds Policy
1. Introduction
Customer satisfaction is our highest priority. We want you to feel confident when shopping with us and to know that we stand behind the quality of our products and services.
This Returns & Refunds Policy outlines the terms and conditions under which you may cancel an order, request a refund, return a product, or request an exchange. It is designed to protect your rights as a consumer in accordance with Directive 2011/83/EU on consumer rights, Regulation (EU) 2016/679 (GDPR), and applicable national laws.
By placing an order on our website, you acknowledge and agree to this policy.
2. Order Cancellation
2.1 Right to Cancel Before Shipment
All orders placed on our website can be canceled until they are shipped. If you wish to cancel or modify your order, you must contact us within 12 hours of placing it. You can reach us through the contact details provided in our Contact Us section.
If your request is received before your order enters the packaging or shipping process, we will cancel the order immediately and issue a full refund to your original payment method.
2.2 Cancellation After Shipment
Once your order has been processed, packaged, and handed over to the courier for delivery, it is no longer possible to cancel it. In this case, you may still exercise your right of withdrawal within 14 days of delivery, as explained below, by initiating a return process.
3. Refund Eligibility
Your satisfaction is extremely important to us, and we offer refunds or reshipments under the following circumstances:
✅ Eligible for Refund or Reshipment:
Non-delivery within the guaranteed time: If your order does not arrive within 7 business days from the date of order confirmation, you may request a full refund or a replacement shipment free of charge.
Wrong item received: If the product delivered is different from the one you ordered, you are entitled to a free replacement or a refund. In this case, return shipping costs will be covered by us.
Change of mind: If you decide you no longer want the product you received, you may return it within 14 days of delivery, provided:
The item is unused, undamaged, and in its original packaging.
You cover the return shipping costs, which vary depending on the courier and typically range from €4 to €9.
Once the returned item is received and inspected, we will process your refund.
❌ Not Eligible for Refund:
We do not offer refunds in the following cases:
Incorrect shipping details provided by the customer: If your order cannot be delivered due to errors in the shipping address or contact details provided during checkout.
Delivery delays caused by exceptional circumstances: For example, delays due to natural disasters, customs inspections, strikes, or events beyond our control.
Products returned used, damaged, or incomplete: Items that are not returned in their original condition or missing components (e.g., accessories, manuals, packaging) are not eligible for a full refund.
4. Refund Process
4.1 How to Request a Refund
Refund requests must be submitted within 14 days from the date of delivery. To request a refund, please contact us through the Contact Us page or via the email provided in our customer support section. Include your order number, a description of the issue, and, if applicable, photographs of the product received.
4.2 Refund Approval and Processing
Once we receive your request, we will review it and notify you of our decision via email. If your refund is approved, it will be processed promptly, and a credit will be automatically applied to your original payment method within 7 business days from the date of approval.
Please note that processing times may vary depending on your bank or payment provider.
5. Returns Procedure
If you are returning a product (for example, due to change of mind or size issues), please follow these steps:
Contact us first – Do not ship items back before receiving authorization. Unauthorized returns may not be processed.
Repackage the item – Ensure it is unused, undamaged, and in its original packaging with all components included.
Ship the product – Send the item using a tracked delivery method to the return address provided by our customer support team.
Confirmation and refund – Once the return is received and inspected, we will notify you and process the refund according to this policy.
The Customer is responsible for ensuring that the return shipment is correctly packaged and shipped. We recommend using a tracked service to prevent loss or delays.
6. Exchanges
We understand that sometimes you may need a different size, color, or variant of the product you ordered. Exchanges are possible under the following conditions:
The product must be returned in new, unused condition and in its original packaging.
You must contact our support team before sending the product back to receive return instructions and authorization.
Once we receive and verify the returned item, we will ship the replacement product or issue a store credit, depending on your preference.
Please do not send any products back without prior authorization, as unauthorized returns may not be processed and may result in delays.
7. Exceptions and Special Cases
The following products and circumstances may be excluded from return or refund under applicable law:
Personalized or custom-made items specifically manufactured according to your instructions.
Perishable goods or items that cannot be returned for hygiene or safety reasons if opened (e.g., certain health, beauty, or personal care products).
Digital products or downloads, once the download process has started, unless defective.
These exceptions do not affect your statutory rights under applicable consumer protection laws.
8. Customer Responsibilities
It is the Customer’s responsibility to:
Provide accurate contact and shipping information during checkout.
Inspect the order upon delivery and report any issues within 48 hours.
Follow all return instructions provided by the Company.
Ensure returned products are properly packaged to prevent damage during transit.
Failure to comply with these conditions may delay the refund process or result in ineligibility.
9. Contact Information
For all inquiries regarding cancellations, returns, refunds, or exchanges, please contact us at:
📧 email@onviraloffers.com
📞 7756229463
We aim to respond to all return and refund requests within 24–48 business hours.
10. Final Provisions
This Returns & Refunds Policy is part of our overall Terms & Conditions and should be read in conjunction with them, as well as with our Privacy Policy and Cookie Policy.
We reserve the right to modify this policy at any time, for example to comply with new legal requirements or improve customer experience. Updates will be published on this page with the “Last updated” date.
Last updated: September 22, 2025
