Refund and Returns Policy

1.1 All orders can be canceled within 4 hours of placing an order on our website, every day between 9:00 and 21:00 Central European Time. If your order has been paid for and a modification or cancellation is necessary, you must contact us within this period. The support team is active from 9:00 to 21:00, 7 days a week, and therefore orders cannot be canceled outside of this timeframe.

After the Product has been shipped, the order cannot be canceled or modified.

  1. Returns

2.1 If you are not completely satisfied with your purchase AND THE PRODUCT IS UNUSED, simply return the item(s) to us, assuming responsibility for any decrease in the value of the product resulting from the use of the product in any way beyond what is necessary to obtain an estimate of the product, understand the characteristics and functionality of the product within 14 days of receiving the package by contacting us. We do not refund shipping costs in Europe unless the item is defective.

The return for a refund has a management fee of €13.95 including VAT that Oneprime will deduct from the amount to be refunded to the Customer, without undue delay and in any case within 14 (fourteen) days from the date Oneprime was informed of the Customer’s decision to withdraw from the contract in accordance with this article 10.

This refund will be made by Oneprime via bank transfer. Therefore, the Customer is required to provide their bank account number to the customer service. If the purchase was made using a discount code, the amount of the discount will not be refunded. The refund will only be relative to the amount actually spent.

2.2 We do not accept returns of USED products. Used products will be returned to the sender by post, and no refund will be issued. To be eligible, the returned product must be unused and in the same condition in which you received it. Please write to us to receive the correct return instructions. Returns that do not comply with our guidelines will not be accepted.

2.3 If you send the return after the 14-day return period, the items will be returned to you, and no refund will be issued. You can return the product within 14 days of receipt. If 14 days have passed since you received your order, we cannot offer you a refund or replacement.

2.4 Some types of products cannot be returned such as food, flowers, newspapers, or magazines. We also do not accept returns of intimate or sanitary products, hazardous materials, or flammable liquids or gases.

2.5 There are some situations where only partial refunds are granted (if applicable): Products with obvious signs of use CDs, DVDs, VHS tapes, software, video games, cassettes, or vinyl records that have been opened. Any item not in its original condition, is damaged, or is missing parts for reasons not due to us. Any item returned more than 14 days after delivery.

  1. Refunds (if applicable)

3.1 Oneprime will withhold the refund until the returned Product is received. Once the returned Product is received, Oneprime will verify the status of the product itself, and if the merchandise is intact, undamaged, and/or unaltered, the refund will be made to the Customer. We will also communicate approval or rejection of the refund to you.

3.2 If the response is affirmative, your refund will be processed within 5-10 business days from receipt of the package. However, in many cases, you will receive a refund more quickly. You will receive the refund on the card used during payment, to your PayPal account if you paid with PayPal, or to your bank account by bank transfer if you paid upon delivery.

  1. Late or Missing Refunds (if applicable)

4.1 If you have not yet received your refund, check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Then contact your bank. There is often some processing time before a refund is posted by your bank. If you have done all of this and you still have not received your refund, please contact us.

  1. Sale Items (if applicable)

5.1 Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

  1. Replacements (if applicable)

6.1 In case of defective or damaged product, contact us, we will immediately replace the item. Sometimes the customer may be asked for proof (video or photo) of the product defect.

  1. Gift Cards

7.1 If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the return is received, you will be issued a gift card.

7.2 If the item was not marked as a gift when purchased, or the buyer had the order shipped to themselves to give it to you later, we will send a refund to the buyer.

  1. Shipping

8.1 The shipping costs for the return are the responsibility of the customer. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be considered. In the case of a refund for a defective or damaged item, if the customer does not want a replacement, we will issue a refund for both the product and the shipping.

8.2 Depending on where you live, the shipping time may vary. Especially if you live on the islands: Sicily and Sardinia.

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