Returns & refunds terms & conditions

These terms cover products bought directly from Ontech Shop. The rights available to you depend on the applicable law, whether you are buying as a consumer or for business use, and the type of product supplied.

A voluntary shop policy is additional to your statutory rights. Faulty, misdescribed or non-conforming goods are not treated as ordinary change-of-mind returns, and exclusions from a voluntary offer do not remove legal remedies.

Where EU consumer distance-selling rules apply, consumers generally have 14 days to notify the seller that they wish to withdraw, without giving a reason. For goods, this period generally starts the day after you, or a person you nominate other than the carrier, receives them. Special rules apply to split deliveries and some excluded products.

An unambiguous statement of your decision to cancel is sufficient; use of a particular form is not mandatory. Keep a copy and evidence of when it was sent. Goods generally must be sent back within 14 days of communicating withdrawal, subject to applicable law.

Ontech Shop’s cancellation contact channel is published on the contact page. The current website forms are not connected to an inbox and must not be relied on to give cancellation notice.

Ontech Shop advertises 30-day returns. The offer runs from the day after you receive your item and applies to products in the condition described below, alongside your statutory rights.

Certain items are handled differently, including activated licences, digital content and business purchases, as set out in the exceptions section. The voluntary offer operates alongside, not instead of, mandatory consumer protections.

Before sending a parcel, obtain the correct return destination and handling instructions from Ontech Shop. A returns authorisation helps identify your parcel, but it does not replace or restrict a valid statutory cancellation notice.

• Prepare your order reference, name, email address and the product being returned.
• For a fault or damage, describe the issue and provide photos if available; lack of a photo does not automatically remove your rights.
• State whether you are seeking a refund, replacement or repair. The available remedy depends on the circumstances and applicable law.
• Do not send goods to an unconfirmed address. Keep proof of dispatch and any tracking information.

Pack products securely and include the accessories and components supplied with them. Original packaging is helpful, but it is not automatically a condition of exercising statutory rights.

For a statutory change-of-mind withdrawal, you may inspect an item as you would in a shop. Where the law permits, handling beyond what is necessary to establish its nature, characteristics and operation may result in a proportionate reduction for diminished value, rather than an automatic refusal.

For computers, phones, tablets and connected devices, back up your data and remove personal information, SIM cards and memory cards. Sign out of accounts and disable activation locks where possible. If a fault prevents this, explain the problem before returning the device; do not disclose passwords.

Statutory withdrawal exceptions may apply to goods made to your specifications, sealed computer software or recordings after unsealing, and other categories defined by applicable law.

For digital content supplied without a physical medium, loss of an applicable withdrawal right normally requires the legal conditions to be met, including your express agreement to begin supply and acknowledgement of the loss of that right. Activation alone is not treated as a blanket exclusion without checking those conditions.

Product-specific exclusions are disclosed before purchase. Exceptions to change-of-mind cancellation do not automatically exclude remedies for faulty or non-conforming goods.

Ontech Shop arranges returns and confirms who pays for each one before you send a parcel. Where EU withdrawal rules apply, consumers may bear the direct cost of returning non-faulty goods only where the required information was provided before purchase. Different rules apply to faulty goods and other statutory remedies.

For a qualifying statutory withdrawal, standard outbound delivery charges are generally reimbursed. The extra cost of a more expensive delivery option chosen by the customer need not generally be refunded. Treatment of partial-order returns depends on the circumstances and applicable law.

No restocking charge or other deduction applies to a statutory withdrawal. Any permitted diminished-value deduction must have a lawful basis.

Where EU withdrawal rules apply, reimbursement is generally due within 14 days of receiving the withdrawal notice, although the seller may usually withhold it until the returned goods arrive or evidence of dispatch is supplied, whichever occurs first, unless the seller has offered collection.

A statutory withdrawal refund is generally made using the original payment method unless you expressly agree otherwise, without a refund fee. Payment-provider posting times are separate from the seller’s reimbursement obligation.

Ontech Shop’s internal assessment process and payment processing times do not override statutory deadlines. There is no return-and-reorder-only rule; replacement and repair rights are assessed under applicable law.

Consumer cancellation rights do not automatically apply to purchases made for business purposes. No separate business cancellation window or money-back guarantee applies to Ontech Shop orders; any business return arrangement is stated in the applicable contract.

These terms identify the seller, contact details and applicable jurisdiction once those details are published. Later policy changes do not retrospectively remove rights attached to an existing purchase.