Refund and Returns Policy

Upon receiving your order, please inspect it and contact us immediately within 1 day at studioondou@gmail.com if the item is damaged or if you received the wrong item. We will assess the situation and get back to you.

Returns for Personal Reasons

If the item does not meet your personal preferences, refunds will not be provided.

Receiving Damaged Items

Upon receiving your order, please inspect it immediately and contact us within 1 day if the item has been delivered damaged.
We ship via Lithuanian Post, and while we take care to pack items according to their shipping guidelines, their insurance policy does not cover all cases of damaged products. However, we will still attempt to file a claim with them to secure a refund and pass it on to you.

Since each case is unique, we kindly ask you to contact us promptly and provide the following:

– Clear photographs of the entire shipping box, including all packing tape and labels.
– Photos of the internal packaging.
– Photos of the damaged item.

Please send this information to us at studioondou@gmail.com, and we will do our best to assist you.

Lost Package

If you believe your item is lost, please contact us as soon as possible to start the refund process. Our refund process for lost items follows the Lithuanian Post’s insurance policy, and we will need to claim compensation for the lost shipment.

For shipments within the European Union, please wait at least 20 days from the date you received your shipment confirmation email before reporting the item as lost.

To proceed, we require one of the following:

– Your Confirmation: You must provide a formal confirmation stating that you did not receive the shipment.

– Confirmation of Loss from Your Postal Service: The postal service in the destination country must officially confirm that the shipment is lost.

Once we have the necessary confirmation, we will work to resolve the matter and issue a refund. Thank you for your understanding and cooperation.

Receiving Incorrect Items

After receiving your order, please check it and contact us immediately within 1 day at studioondou@gmail.com. If your return is approved, we will send you instructions on how and where to send the package. Items sent to us without prior contact will not be accepted, and refunds will not be issued. To be eligible for a refund, the item must be returned in the same condition as received: unused, in its original packaging, and carefully packed in a shipping box with packing materials to protect it from potential damage, ensuring that it returns to us in good condition. You may use the original packaging if it is still sturdy and in good condition, but this is not mandatory. A proof of purchase will also need to be provided.

Please note that returns will need to be sent to the address in Lithuania, and we will cover the shipping costs as soon as we get the product back.

Exchanging Items

If you received an incorrect item, the quickest way to ensure you get what you want is to return the item you have, and once the return is approved, purchase a new item.

14-Day Cooling-Off Period

As Ondou is a private individual’s brand, the 14-day cooling-off period under the European Consumer Rights Directive does not apply. Read more here.

Refund Processing

We will notify you as soon as we receive and inspect your return and inform you whether your refund has been approved. If approved, the full amount paid, including standard delivery charges, will be automatically refunded to you within 10 working days. If the item has been shipped to us, we may delay the refund until we receive the item back. Please remember that it may take some time for your bank or credit card company to process and post the refund. If more than 15 working days have passed since your refund confirmation, please contact us at studioondou@gmail.com. You can always reach out to us with any return questions at studioondou@gmail.com.

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