Refund policy

Any claim about damage caused by transport must be communicated in writing within 48 hours of receiving the order. Delivery times are given as an indication. Failure to deliver the products within the indicated period will give the customer the right to cancel the order, but expressly agreeing to waive any other right to compensation, whatever the title, if that indicated period is exceeded.

The products must be returned to Onpool in the same conditions in which they were received by the Customer, they must be returned in their original packaging, and any seals on the packaging must not be violated. The customer must fully bear the costs of returning the goods in the event of exercising the right of free termination of the contract. In the case of the return of goods that by their nature cannot be returned by post, the Customer must bear the direct costs of said return.

Onpool will inspect the returned product and inform the user of the right to its replacement, or refund (if applicable), via email, within a reasonable period, and will proceed with the refund or replacement within a maximum period of 14 days. The refund of any amount paid will always be made using the same payment method used to purchase the product.