Refund policy

Returns and right of withdrawal

You have 14 days from receiving your order to tell us that you wish to withdraw, without giving a reason. If an order arrives in separate deliveries, this period starts when you receive the last item.

You can send an unambiguous statement of your decision by email to hello.onai.official@gmail.com, including your name and order number. You can also use the return or cancellation function in your customer account. We will acknowledge your request by email and provide the return address.

Send the goods back without undue delay, no later than 14 days after telling us of your decision. Our reply is not a condition for exercising your withdrawal right within the applicable period.

Condition of returned items

Handle the goods only as necessary to establish their nature, characteristics and functioning. Diminished value resulting from additional handling may be taken into account as permitted by law. Please use the original packaging if you have kept it, or packaging offering equivalent protection. Missing original packaging does not, by itself, remove your statutory withdrawal right.

Return costs

You pay the direct return shipping costs when changing your mind. We do not charge a restocking fee. We recommend tracked shipping and keeping proof of dispatch.

Defective, damaged or incorrect items

Contact hello.onai.official@gmail.com and describe the problem. We will provide a remedy in accordance with applicable statutory guarantees, without charging you return shipping for non-conforming goods. The 14-day withdrawal period does not limit your rights under those guarantees.

Refunds

We reimburse the relevant payments, including the original standard delivery cost when withdrawing from the entire order, no later than 14 days after being informed of your decision. We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever is earlier. Supplements for delivery methods more expensive than our standard delivery are not reimbursed.

Refunds use the same payment method as the order unless you expressly agree to another method without additional costs to you. Your bank may need extra time to display the refund.