Refund Policy

We want you to be satisfied with your purchase. Please read this policy carefully, as it applies to all orders.

Returns

If you are not satisfied with your order, you may return the product within 30 days of receiving it, provided that the following conditions are met:

• The product is complete and includes all parts, packaging, and accessories.
• The product shows only normal signs of handling – damage caused by negligence is not covered by the return policy.
• Hygiene products must be unused and have their seal intact.
• Any defects or damage must be reported immediately upon receipt of the goods.
• Return shipping costs are always paid by the customer.
• Returns are processed within 7 business days of receiving the returned parcel.

Important: We reserve the right to refuse a return if we suspect that the product has been used, washed, or intentionally damaged.

Order Changes

We understand that you may sometimes change your mind about a purchase.

However, all orders are processed immediately after they are placed to ensure fast dispatch. Therefore, once an order has been shipped, it cannot be cancelled or modified.

We therefore recommend carefully checking all details before completing your order.

How to Request a Return

Send us an email at (email) with the following information:

• Order number
• Reason for the return
• Clear photographs if the product is defective or damaged
• First and last name
• Delivery address

If you receive a damaged or defective product, simply send us a photograph as proof and we will immediately send you a replacement at no additional cost and without requiring you to return the original product.

After reviewing your request, we will provide you with the correct return address.

Please do not send the goods back to the address shown on the packaging.

Unauthorised returns may be refused.

Are Returns Free?

We do not offer free returns. The customer is responsible for the cost of returning the goods to our warehouse in China.

Right of Withdrawal (EU Customers)

Under EU law, you have the right to withdraw from the contract within 14 days of receiving your order without giving any reason.

Oroboros goes beyond the legal requirement and offers a 30-day return period for all orders.

Return shipping costs are always paid by the customer. Refunds will only be issued after the goods have been received and inspected by our team.

Refunds

Once the returned goods have been received and inspected, and we have confirmed that all return conditions have been met, the refund will be processed as follows:

• Refunds are always issued using the same payment method used for the original purchase.
• Shipping costs are non-refundable unless otherwise required by mandatory applicable law.
• Refunds will be issued within 7 days of receiving and processing the returned goods.

Uncollected, Redirected, and Refused Parcels

Our aim is always to deliver your order directly to the address provided. During periods of high demand or due to carrier restrictions, a parcel may be redirected to a collection point instead of being delivered directly to the address. This decision is made solely by the carrier and is beyond our control.

If your parcel is redirected to a collection point, you will receive a notification by SMS or email containing the collection information. It is your responsibility to collect the parcel within the time period specified by the carrier.

If the parcel is not collected, is actively refused upon delivery, or cannot be delivered for reasons attributable to the customer, such as an incorrect address, absence at the time of delivery, or refusal to collect the parcel, it will be returned and considered undelivered at the customer’s initiative.

These situations are not considered standard order cancellations or returns.

If a parcel is returned because it was not collected or was refused, the customer has the following options:

Reshipment

The customer may request that the parcel be shipped again after paying a reshipping fee equal to the original shipping cost.

Partial Refund

If the customer does not wish to have the parcel reshipped, the order may be cancelled with a refund of 35% of the product price.

This amount covers handling, storage, administration, and logistics costs associated with both the original shipment and the processing of the returned parcel.

Shipping costs are non-refundable.

Important

Refusing delivery or failing to collect a parcel does not release the customer from the obligation to cover costs associated with shipping, return transportation, and order administration.

These situations are therefore not considered an exercise of the right of withdrawal.

Lost Parcel / Returned Parcel

If a parcel is lost or cannot be delivered due to a logistical issue, we will immediately send a replacement shipment.

Please contact our customer service team at (email).

Important Notes

• All returns must be sent to the warehouse designated by us. The address will be provided after the return request has been approved.
• We always recommend using a shipping method with a tracking number, as the customer is not responsible for loss during transit.
• We do not offer free returns – all costs associated with returning the goods are paid by the customer.

Contact

If you have any questions or would like to begin the return process, please contact us at:

(email)