Refund policy
# Return & Refund Policy
## 1. Our 60-Day Comfort Guarantee
We stand 100% behind our products. That's why we offer a **60-day comfort guarantee** in addition to any statutory rights you may have.
If you're not satisfied with our products or don't experience the expected results, you may request a refund within 60 days of receipt.
**How it works:**
- Contact us at **info@onace.store**
- Customer covers the direct cost of return shipping
- Upon receipt of the returned goods, we will refund the full purchase price
- For defective items or wrong sizes, we will ship a free replacement
*This comfort guarantee is a voluntary additional service and does not limit your statutory consumer rights.*
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## 2. Statutory Right of Withdrawal (EU Consumers)
### A. Withdrawal Policy – Introduction
Consumers have the right to withdraw under the following terms, where a consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business, or profession.
### Right of Withdrawal
You have the right to withdraw from this contract within **fourteen days** without giving any reason. *(Please contact us BEFOREHAND via email at info@onace.store so we can arrange all further details.)*
The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, has taken possession of the last item.
To exercise your right of withdrawal, you must inform us (**Louis Nowack, Email: info@onace.store**) by means of a clear statement (e.g., a letter sent by mail or email) of your decision to withdraw from this contract. If you wish to use a model withdrawal form, please contact us at info@onace.store and we will send it to you upon request.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
We inspect every returned product. If you return goods that have already been used, we reserve the right to refuse a refund. The goods must also be returned in their original packaging.
### Consequences of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
**You will bear the direct cost of returning the goods.**
You are only 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.
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*Last updated: April 21, 2026*