Refund policy

Defective goods complaint

At ondaFlo, we care about your satisfaction with every purchase and a positive experience with our brand. We are confident in the high quality of our products. In the rare event that you receive defective goods, we offer a quick and hassle-free complaint process. 

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

To submit a complaint, you need to complete and send us the complaint form (online or by e-mail to support@ondaflo.com) and then receive a dedicated return label from us.

Please note that goods are not considered defective where the damage results from:

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

Please note! Keep your proof of purchase or order number and the original packaging.

How to submit a complaint 

  1. To initiate the complaint procedure, complete the 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 whole complaint procedure will be.
  2. Wait for a response from ondaFlo. We will send it to the e-mail address provided in the form. If your complaint is accepted, the message will also include a return label. 
  3. Pack the parcel.
  4. Send the parcel to the following address:

SKLEP ONDAFLO

ul. Leszczynowa 23

62-500 Konin

Poland

A complaint submitted using the form will be processed within 14 days of its submission. The cost of returning the defective product is borne by ondaFlo. 

Important information about defective goods complaints 

Please check your order carefully upon receipt. If the goods you purchased are defective or damaged, or you have received the wrong order, contact us so that we can assess the situation and put it right as quickly as possible. 

If you have any questions or concerns about complaints, please contact us using the contact form or directly by e-mail: support@ondaflo.com.

You can find more information about complaints regarding our products in the Terms and Conditions.

Returns 

If a product purchased in our online store does not meet your expectations, you have the right to return the goods within 14 calendar days of receiving your delivery, without giving any reason.

To return the goods, you must first complete and send us the return form (online or by e-mail to support@ondaflo.com) or complete the form here: https://ondaflo.com/en/pages/eu-formularz-odstapienia.

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

How to make a return 

  1. To initiate the return procedure, complete the return form and send it to us electronically or complete the form here: https://ondaflo.com/en/pages/eu-formularz-odstapienia.
  2. Wait for a response from ondaFlo. 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:

ZWROTY – SKLEP ONDAFLO

ul. Leszczynowa 23

62-500 Konin

Poland

Please deliver the goods to us in an unchanged condition, i.e. in the same condition in which the product was received. Please remember that if the value of the goods has been diminished, the Seller may deduct an amount corresponding to that diminished value. 

The cost of returning products is borne by the customer. Please pack the returned items in a way that protects the shipment appropriately for its type.

Important information about returns 

Once the parcel reaches us, we will inform you by e-mail that we have received the returned goods. The goods will be inspected for signs of use.

You will receive your refund for the returned goods by bank transfer to the account you indicate, or to the account originally used to pay for the returned products, within 14 days of the date we accept the return. 

Please note that your bank needs time to process the refund and credit it to your account. If more than 15 working days have passed since we approved your refund and you still have not received your money, please contact us using the contact form or directly by e-mail: support@ondaflo.com.

Exchanges 

The fastest way to exchange an item is to return it and place a separate order for the new item once the return has been accepted.

If you have any questions or concerns about returns, please contact us using the contact form or directly by e-mail: support@ondaflo.com.

You can find more information about returning our products in the Terms and Conditions.