Refund policy

EXCHANGES, RETURNS AND RIGHT OF WITHDRAWAL POLICY

We recommend that the client checks the condition of their order upon receipt to identify any defects or discrepancies and contacts OONA VENTURES SL immediately. The client may also exercise their right to withdraw from the purchase.

  • Returns and/or exchanges due to defects or manufacturing faults: If the client considers, at the time of delivery, that the product is defective or does not conform to the contract, they must contact us providing the product details as well as the nature of the defect or damage. OONA VENTURES SL will then provide instructions on how to proceed. Once the product is returned, we will examine it carefully and notify the Client by email within a reasonable timeframe whether a refund or replacement is appropriate. The refund or replacement will be processed as soon as possible, and in any case within 14 days from confirmation that it is warranted. The Client may either return the product for a refund of the purchase price or request a replacement product of the same type in good condition at no additional cost. Payments made for products returned due to verified defects will be refunded in full, including delivery costs incurred to deliver the item and any return shipping costs borne by the Client. Rights recognised by applicable law remain unaffected.

 

  • Right of withdrawal: Under current applicable law, the client, as a consumer, has the right to withdraw from the contract without providing any justification within 14 calendar days from the receipt of the product by the client or a third party indicated by them, other than the carrier. In cases where items in the order are delivered separately, the 14-day period starts from the day the client or a third party indicated by them (other than the carrier) acquires physical possession of the last of the goods. To exercise the right of withdrawal, the Client must notify their decision unequivocally via email to info@oonacollections.com or using the contact form available on the website. In the event of withdrawal, we will refund the payments received (the return shipping costs will be at the client's charge and the amount corresponding the complimentary shipping to his address will be deducted from the refund and OONA VENTURES SL reserves the right to deduct bank charges and commissions due to the payment method) without undue delay, and no later than 14 calendar days from the date we are informed of the Client’s decision. The refund will be made using the same payment method used in the original transaction. OONA VENTURES SL may withhold the refund until the goods have been received or until the client provides proof of return. The client is responsible for the cost of returning the goods. The client will also be liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. The right of withdrawal applies exclusively to products returned in the same condition as received. No refund will be issued for products that have been used beyond mere opening, are not in their original condition, or have been modified or damaged. Products must be returned including all original packaging, instructions, and any accompanying documentation. The order receipt must also be included. A standard withdrawal form may include the following details:

o   To the attention of (company, address, email):

o   I hereby give notice that I withdraw from my contract of sale of the following good/service:

o   Order received on:

o   Name of consumer:

o   Address of consumer:

o   Signature (only if submitted on paper):

o   Date:

Due to the special nature of certain products, the following exceptions apply:

  • Returns or withdrawal are carried out under the buyer’s responsibility. Items must be returned unused, untested, and unmodified, in optimal condition and in their original packaging. Pieces should be sent in a closed package, in perfect condition and packaged separately (if more than one), without scratching or damage, exactly as received, including a copy of the invoice. The invoice or proof of purchase and any certificate of authenticity must be included.
  • For reasons of health and hygiene, returns, exchanges, or withdrawal are not accepted for sealed products that have been opened, except in cases of manufacturing defects. Earrings cannot be returned for hygiene reasons.
  • Custom-made, personalised, or modified products are excluded from any exchange, return, or withdrawal.
  • Products sold at a promotional or discounted price for a limited time cannot be returned.
  • Shipping and return costs will only be refunded if OONA VENTURES SL sent the wrong product, or in cases of defect or manufacturing fault.
  • For returns from outside the European Union (excluding the United Kingdom), the Client must cover any customs duties/taxes incurred on arrival at the destination country and may be required to pay return shipping and customs duties if applicable.
  • TEMPORARY EXCEPTION: Currently, returns from the United Kingdom cannot be accepted due to specific EU/UK import regulations.