RETURNS AND REFUNDS

Last updated: 10 May 2026

This policy governs returns, exchanges, refunds, the right of withdrawal and the legal guarantee for purchases made on Onyou.

Seller

Onyou by Colladon snc
Piazza Libertà 4
36071 Arzignano VI
Italy

Email: info@on36071.it
Certified email / PEC: colladon.snc@pec.buffetti.it
Phone: +39 0444 670047
VAT number: IT00161840244
REA: VI - 102663

Right of withdrawal

Consumer customers have the right to withdraw from the contract within 14 days without giving any reason.

The 14-day period starts from the day on which the customer, or a third party other than the carrier and designated by the customer, physically receives the product.

In the case of an order containing multiple products delivered separately, the period starts from the day on which the customer, or a third party other than the carrier and designated by the customer, physically receives the last product.

To exercise the right of withdrawal, the customer must inform Onyou of the decision to withdraw by means of a clear statement, using one of the following channels:

Email: info@on36071.it
Certified email / PEC: colladon.snc@pec.buffetti.it
Post: Onyou by Colladon snc, Piazza Libertà 4, 36071 Arzignano VI, Italy
Returns/exchanges portal: https://onyou.shop/it/apps/return_prime

From 19 June 2026, for orders concluded online, Onyou will make available on the website a clearly indicated online withdrawal function, accessible during the period in which the right of withdrawal may be exercised. After submitting the online request, the customer will receive confirmation of receipt on a durable medium, such as by email.

Optional withdrawal form

The customer may use the following model form, but it is not mandatory.

I hereby give notice that I withdraw from the purchase contract relating to the following order:

Order number:
Full name:
Address:
Email used for the order:
Product(s) to be returned:
Date of receipt of the product:
Date of request:
Signature, only if sent on paper:

Size exchange

A size exchange can be requested through the returns/exchanges portal or by writing to info@on36071.it, indicating the order number, item and desired size.

Exchanges are subject to the availability of the requested product. If the requested size is not available, the customer may choose a refund according to the rules applicable to the right of withdrawal or, in the case of a defective or non-conforming product, according to the legal guarantee rules.

Any specific costs or methods relating to the exchange will be communicated before the procedure is confirmed.

Conditions of returned products

The product must be returned without undue delay and in any event within 14 days from the communication of withdrawal.

To ensure proper handling of the return, we ask that the product be returned in the best possible condition, unwashed, not used beyond what is necessary to establish its nature, characteristics and functioning, with identification tags, accessories and original packaging where available.

The original packaging is not an essential condition for exercising the right of withdrawal, but it helps protect the product during transport.

The customer is responsible only for any decrease in the value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.

Return address

Onyou by Colladon snc
Piazza Libertà 4
36071 Arzignano VI
Italy

Return shipping costs

In the case of withdrawal due to a change of mind, the direct cost of returning the goods is borne by the customer. The customer may choose their preferred courier, unless Onyou provides different instructions for specific return procedures.

If the product received is defective, non-conforming, damaged or different from the product ordered, the costs necessary to restore conformity will be handled in accordance with the legal guarantee and will not be charged to the consumer customer.

Refunds

In the case of a valid withdrawal, Onyou will refund all payments received from the customer, including standard delivery costs, without undue delay and in any event within 14 days from the day on which Onyou is informed of the decision to withdraw.

Additional costs resulting from the customer’s choice of a delivery method other than the least expensive standard delivery method offered at the time of purchase will not be refunded.

The refund will be made using the same payment method used by the customer for the purchase, unless otherwise expressly agreed, and without any additional cost to the customer.

Onyou may withhold the refund until the goods have been received back or until the customer has provided proof of having sent them back, whichever occurs first.

Exceptions to the right of withdrawal

The right of withdrawal may be excluded in the cases provided for by law, including, by way of example:

• products made to measure or clearly personalized;
• sealed products that are not suitable for return for hygiene or health protection reasons, if opened after delivery;
• other cases provided for by applicable law.

Legal guarantee of conformity

All products sold by Onyou to consumer customers are covered by the legal guarantee of conformity provided for by the Italian Consumer Code. The guarantee lasts 2 years from delivery of the product.

In the event of a lack of conformity, the customer may contact Onyou at info@on36071.it, indicating the order number, a description of the issue and, where useful, photographs of the product.

Where the defect falls within the legal guarantee, the customer is entitled to have conformity restored free of charge, according to the remedies provided for by applicable law.