Returns & Refund Policy

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We want you to be fully satisfied with your purchase. This policy sets out your rights and the process for returns and refunds.

1. Right of Withdrawal - 14 Calendar Days

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (implementing Directive 2011/83/EU), you have the right to withdraw from your purchase within 14 calendar days of the date you receive the goods, without giving any reason.

2. Condition of Returned Goods

Returns are accepted only for unopened, sealed packs. As Ondana Focus Caps is a food supplement, once the tamper-evident seal is broken, the product cannot be returned for hygiene and safety reasons. This is a lawful exception under consumer regulations applicable to sealed goods that are not suitable for return once opened.

3. How to Initiate a Return

To return a product: contact us at [email protected] or call +44 20 7946 0812 within 14 days of receipt. We will confirm the return address and provide instructions. Please include your name and phone number used at the time of order.

4. Return Delivery Costs

Unless the product is faulty or incorrectly described, the cost of return postage is borne by the customer. We recommend using a tracked service, as we cannot be responsible for items lost in return transit.

5. Refunds

Once we receive and inspect the returned product, we will process your refund within 14 calendar days. Refunds are issued via bank transfer to the account you provide. Since orders are paid on delivery in cash or card via courier, we will arrange a direct refund by bank transfer.

6. Cancellation Before Dispatch

You may cancel your order free of charge at any time before dispatch. To cancel, inform us during the confirmation call or contact us by phone or email. If the parcel has not yet left our warehouse, the order will be cancelled immediately with no charge.

7. Declining Delivery (COD)

As orders are fulfilled on a cash-on-delivery basis, you may decline to accept the parcel at the door. In this case, no payment is collected and the order is automatically cancelled. No further action is required on your part.

8. Faulty or Incorrect Products

If you receive a product that is damaged, faulty, or does not match your order, please contact us within 48 hours of delivery. We will arrange a replacement or full refund at no cost to you, including return postage where applicable.

9. Contact

MARTIN STOYANOV · Nikola Vaptsarov Blvd 53, 1407 Sofia · [email protected] · +44 20 7946 0812 · Mon-Fri 9:00-17:30