At OnluCare UK, we are committed to providing our customers with high-quality products and exceptional service. We understand that sometimes a return or refund may be necessary, and our policy is designed to make this process as smooth as possible.
1. Eligibility for Returns
- Time Frame: Products can be returned within 30 days of the original purchase date.
- Condition: To be eligible for a return, items must be:
- Unused and in the same condition as when received.
- In the original packaging, including all tags, labels, and accessories.
- Free from any visible signs of wear, damage, or alterations.
- Proof of Purchase: A valid receipt or order confirmation is required to complete your return.
2. Non-Returnable Items
Certain items are not eligible for return. These include:
- Personalized or Custom Products: Products that have been customized, such as engraved items or items tailored to specific requests.
- Perishable Goods: Products with a short shelf life or those that cannot be returned for health and safety reasons, such as certain personal care items.
- Final Sale or Clearance Items: Items marked as “Final Sale” or “Clearance” are non-returnable.
3. How to Process a Return
- Contact Us: Email our customerservices@onlucare.uk to initiate a return request.
- Return Authorization: Once your request is approved, you will receive a return authorization and instructions for shipping your item back to us.
- Shipping Costs:
- If the return is due to an error on our part or a defective product, we will cover the return shipping costs.
- For other returns, the customer is responsible for return shipping fees.
4. Refund Policy
- Processing Time: Once we receive your returned item, please allow 5-10 business days for us to inspect and process the return.
- Refund Method: Approved refunds will be issued to the original payment method used at the time of purchase.
- Partial Refunds: If the returned item is damaged, missing parts, or is not in its original condition, a partial refund may be applied.
5. Exchanges
We offer exchanges for products that are defective or damaged upon arrival. If you need to exchange an item, please contact us at Customerservices@onlucare.uk within 30 days of receiving your order. We will arrange for an exchange of the same item or a suitable replacement if the item is unavailable.
6. Late or Missing Refunds
If you haven’t received your refund within the expected time frame:
- Check Your Bank: First, check with your bank as processing times can vary.
- Contact Your Credit Card Company: Some card issuers may take additional time to process and post the refund.
- Contact Us: If you have checked with your bank and credit card company and still have not received your refund, please reach out to us at Customerservices@onlucare.uk for assistance.
7. Contact Information
For any questions or assistance regarding returns and refunds, please contact us:
- Email: Customerservices@onlucare.uk