Refund policy
Cancellation, Returns and Refund Policy
We want you to feel confident shopping with Onevakind. As an online store based in the EU, we honor the EU and Czech Republic laws that grant consumers a 14-day right of withdrawal for online purchases. This means that within 14 calendar days of receiving your item, you may decide to return it for any reason (or no reason) and get a refund, provided you follow the steps below.
Important: You must report any of the above issues within 14 days of receiving your order (or within 14 days of the expected delivery date, in the case of a lost shipment). Claims made after 14 days will not be eligible for a refund, and the product will be considered delivered and satisfactory.
How to Request a Refund or Report an Issue
For any refund inquiry or to report a problem with your order, you must contact our support team first before taking any further action. This helps us assist you quickly and avoid any complications in the process. Please do not send back any item or initiate a chargeback without authorization, as this can delay or void your refund request.
Steps to request a refund or report an issue:
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Contact Us: Email our customer support at helponevakind@gmail.com (or reply to your order confirmation email) within 14 days of receiving your item. Include your order number and a brief description of the problem.
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Provide Evidence: If your product arrived damaged or defective, attach clear photo(s) (and/or video if applicable) showing the damage or defect. For lost packages, let us know that you did not receive the order (we will investigate using the tracking information).
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Wait for Authorization: Our support team will review your claim and may ask for additional information if needed. Once your claim is approved, we will authorize the refund and provide you with next steps. In some cases, we might arrange a return of the damaged item or send a replacement – but we will communicate this to you. Do not ship any product back before receiving return instructions, as unauthorized returns may not be accepted.
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Refund Processing: After approval, we will process your refund as soon as possible. The refund will be issued to your original method of payment. Please allow a few business days for the refund to appear in your account (processing times can vary by bank or payment provider). If you prefer, we can also issue the refund as store credit instead. We will confirm with you once the refund is processed.
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Condition of Returned Goods: It is important that the item you return is in unused or original condition, with no significant damage or wear. You can of course inspect the product and even gently try it (similar to what you might do in a physical store) to decide if you’re satisfied. However, if the product shows signs of use beyond basic handling – for example, scratches, wear, or damage from use – then legally we may reduce your refund to account for the diminished value of the item. In extreme cases (e.g., the item is returned in heavily used or non-resalable condition), we might be entitled to refuse to refund the full purchase price. Please take care of the item until you decide you will keep it. We recommend returning it with original packaging if possible, to ensure it’s protected in transit (though the law does not require original packaging for the 14-day return).
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Return Shipping Costs: Unless the return is due to our error or a product defect (see below), you are responsible for paying the return shipping costs for a 14-day change-of-mind return. The law allows us to require customers to cover return postage in such cases, and we do not currently provide a free returns label for discretionary returns. You may choose any reliable postal or courier service; we recommend using one with tracking for your protection. If you do not pay for return shipping or if you refuse delivery and the item is sent back to us, any costs we incur to retrieve the product may be deducted from your refund, within legal limits.
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Refund Process for Withdrawals: Once we receive the returned product (or proof that you have sent it back, such as a postal receipt), we will inspect it and then process your refund. We will refund the full purchase price you paid for the product, along with the original delivery/shipping cost you paid (if any) in accordance with EU law. The refund will be issued to the same payment method you used for the order. We strive to process refunds quickly – typically within 5–7 business days of receiving the return – and no later than 14 days after you informed us of the withdrawal (we may, however, wait to issue the refund until we have received the returned item or proof of return shipment, as permitted by law). You will receive an email confirmation of the refund. (Please note that your bank or card issuer might take a few additional days to credit the money back to your account.)
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Exceptions: Certain products are exempt by law from the 14-day return right. For example, you cannot return: items that perish quickly, goods made to your specifications or clearly personalized, sealed items opened by you that cannot be returned for health/hygiene reasons (e.g. used earbuds), or audio/video recordings or software if you’ve broken the seal Fortunately, Onevakind currently sells standard, non-custom phone cases, so these exceptions likely won’t apply to your purchase – unless you ordered a custom-made case or a special hygienically sealed accessory. We will inform you before purchase if any item is non-returnable. In all other cases, the 14-day return policy stands.
Return & Refund for Defective or Incorrect Products: Your satisfaction is our priority. If we made a mistake with your order – for instance, we sent the wrong product or a defective/damaged item – you do not have to wait for the 14-day window or worry about shipping costs. In such cases, please contact us immediately (within 14 days of delivery, or as soon as you notice the issue) at helponevakind@gmail.com with your order number and details of the problem (photos are helpful for any damage or defect).
For defective, damaged, or not-as-described products, we will make it right. We will either:
- We offer a 20% discount on your next purchase as a gesture of goodwill. This one-time discount code will be provided to you if you contact us about your issue. (Please note: the discount cannot be converted to cash and is only valid for a future order.)
Partial Refunds: Sometimes, if a product has a minor issue but you’re willing to keep it, we might offer a partial refund as a solution (for example, a small cosmetic defect that doesn’t affect function). This is optional and would be proposed in our communication with you. You can choose a full refund or replacement instead if you prefer – we want to find a resolution you’re happy with.
Legal Guarantee: In addition to the above policies, please remember that under EU consumer law you also have a legal guarantee of conformity for goods. This means products should be as advertised and free from defects. If a product develops a fault or doesn’t meet the contract (e.g., it doesn’t match the description or quality promised), you have the right to a remedy (replacement, repair, or refund) within the statutory period (generally 2 years in the EU). Our Return & Refund Policy for defective items is meant to make this easy for you, but it does not limit your legal rights.
In summary, we want you to be satisfied. If you have any issue with your order, please reach out to us – we will work with you in good faith to resolve it. All refunds are made to your original payment method. If you used a credit card or other service, please allow a few days after we issue the refund for the credit to appear.
Contact Information
If you have any questions about our refund policy or need to discuss an issue with your order, please contact us at helponevakind@gmail.com. We are here to help and will work with you to resolve any problems in accordance with the above policy.
Please Note: By making a purchase from our store, you agree to this Refund Policy. We reserve the right to update or modify this policy at any time. Any changes will be posted on our website. It’s always a good idea to review the policy periodically. Thank you for your understanding and for shopping with us!