Refund policy

Complaint about defective goods

At ondaFlo, we care about your shopping satisfaction and positive experiences with our brand. We are confident of the high quality of our products. In the rare event that you receive faulty goods, we offer you a quick and hassle-free claim process. 

Important! Please do not return products without contacting our store first. 

In order to make a complaint, it is necessary to complete it and send it to us complaint form (online or by e-mail to support@ondaFlo.com) and then receive a dedicated return label from us. Products sent to the store on your own, without prior procedure, will not be accepted, which results in the lack of a refund.

Please note that warranty claims do not apply to damage resulting from:

  • improper use or handling,
  • influence of environmental factors (humidity, heat),
  • failure to follow the operating instructions,
  • use of force (e.g. impacts, shocks, falls),
  • unauthorized repair attempts,
  • wear and tear resulting from normal, everyday use.

Attention! Please keep your proof of purchase or order number and original packaging until the warranty period expires - they constitute the basis for filing complaints.

How to make a complaint? 

  1. To initiate the complaint procedure, please complete complaint form and send it to us electronically. Remember to describe the defect in detail and attach photos. The more information we receive, the faster the entire complaint procedure will be.
  2. Please wait for ondaFlo's response. We will send it to the e-mail address provided in the form. If your complaint is approved, you will also receive a return label in the message. 
  3. Pack the parcel.
  4. Send the parcel to the following address:

ondaFlo SHOP

street Leszczynowa 23

62-500 Konin

Poland

A complaint submitted using the form will be considered within 14 days of sending it. The costs of returning the complained product are borne by ondaFlo. 

Important information regarding complaints about defective goods 

Once you receive your order, please check it carefully. If the goods you have purchased have defects, are damaged or you have received an incorrect order, please contact us so that we can assess the situation and correct it as soon as possible. 

If you have any questions or concerns regarding your complaint, please contact us using the contact form or direct e-mail: support@ondaFlo.com.

More information about complaints about our products can be found in the Store Regulations.

Return of goods 

If the product purchased in our online store does not meet your expectations, e.gYou have the right to return the goods within 14 calendar days from the date of receipt of the shipment, without giving a reason.

The condition for returning the goods is to complete and send them to us first return form (online or by e-mail to: support@ondaFlo.com).

Important! Goods sent to us without first requesting a return will not be accepted!

How to make a return? 

  1. To initiate the return procedure, please complete return form and send it to us electronically.
  2. Please wait for ondaFlo's response. We will send it to the e-mail address provided in the form.
  3. Pack the parcel. 
  4. Send the parcel to the following address:

RETURNS – ondaFlo STORE

street Leszczynowa 23

62-500 Konin

Poland

The condition for a refund is that the goods are delivered to us in an unchanged condition, i.e. the product must be in the same condition in which it was received; cannot be used and must be in its original packaging. 

The costs of returning the products are borne by the customer. Please use a method of packaging the returned items that will protect the shipment in a manner appropriate to its type.

Important information regarding returns 

When the parcel reaches us, we will inform you via e-mail that we have accepted the returned goods. The goods will be checked for traces of use.

You will receive the money for the returned goods by transfer to the account indicated by you or to the account from which you originally paid for the returned products within 14 days from the date we accepted the return. 

Please note that the bank needs time to process and issue the refund to your account. If more than 15 business days have passed since we approved your refund and you still have not received your money, please contact us using our contact form or direct email: support@ondaFlo.com.

Exchange of goods 

The quickest way to exchange an item is to return the item and separately purchase a new item after the return has been approved.

If you have any questions or concerns regarding returns, please contact us using the contact form or direct e-mail: support@ondaFlo.com.

More information about returning our products can be found here Store Regulations.