Refund policy

**You have 30 days from delivery to return anything, for any reason.**

Items must come back unused, in their original packaging, with any seals intact. For hygiene reasons we cannot accept opened skincare, teeth whitening products, or anything that has been in contact with skin or mouth, unless the item arrived faulty.

**Customers in the European Union** additionally have a statutory 14-day right of withdrawal under EU distance-selling rules, running from the day you receive the goods and exercisable without giving any reason. To use it, tell us within 14 days of delivery and return the goods within 14 days of telling us. Our 30-day policy sits on top of that right and does not replace or limit it. Where the right of withdrawal applies, we refund the original standard delivery cost as well as the price of the goods.

**Exceptions.** Sealed goods which are not suitable for return for health protection or hygiene reasons, and which were unsealed after delivery, are excluded from the right of withdrawal. In practice this means opened skincare, serums, and teeth whitening products.

**Return shipping** is paid by the customer for change-of-mind returns. If an item arrives faulty, damaged or incorrect, Ondelle covers the return cost and sends you a prepaid label.

**Faulty goods.** EU consumers have a legal guarantee of conformity for two years from delivery. If an item develops a fault that was present at delivery, you are entitled to repair, replacement, price reduction or refund as the law provides, independently of this returns policy.

Refunds are issued to the original payment method within **5–10 business days** of your return reaching us. Your bank or card issuer may take a few days longer to display the credit. We email you as soon as the refund leaves our side.

**To start a return,** email [SUPPORT EMAIL] with your order number, and include a photo if the item arrived damaged.