RETURNS, SIZE EXCHANGES AND REFUNDS POLICY

Last updated: 17 July 2026

This Policy governs the right of withdrawal, voluntary returns, size exchanges, refunds and the legal guarantee for purchases made through the Onyou online store.

1. SELLER INFORMATION

Colladon S.n.c. di Antonio e Nicola, trading as Onyou
Piazza Libertà 4
36071 Arzignano VI
Italy

Email: info@on36071.it
Certified email / PEC: colladon.snc@pec.buffetti.it
Telephone: +39 0444 670047
VAT number: IT00161840244

2. RIGHT OF WITHDRAWAL

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

The withdrawal period begins on the day on which the customer, or a third party designated by the customer other than the carrier, physically receives the product.

If a single order contains multiple products delivered separately, the withdrawal period begins on the day on which the customer, or a third party designated by the customer other than the carrier, physically receives the last product.

If the withdrawal period ends on a non-working day, the deadline is extended until the next working day.

The right of withdrawal applies to full and partial returns, subject to the exceptions provided by applicable law.

3. HOW TO REQUEST A WITHDRAWAL OR RETURN

The customer may notify Onyou of the decision to withdraw by using any clear and unequivocal statement through one of the following methods:

- the online Return Center available on the Onyou website;
- email to info@on36071.it;
- certified email / PEC to colladon.snc@pec.buffetti.it;
- postal communication sent to Onyou, Piazza Libertà 4, 36071 Arzignano VI, Italy.

The request must contain sufficient information to identify the customer, the order and the products concerned.

The online withdrawal function is available through the Return Center during the withdrawal period.

After the customer submits and confirms an online withdrawal request, Onyou will send an acknowledgement of receipt on a durable medium, normally by email, including the content of the request and its date and time of submission.

Use of the Return Center is recommended because it allows the request to be processed more efficiently. It does not limit the customer’s right to communicate the withdrawal using another legally valid method.

4. OPTIONAL MODEL WITHDRAWAL FORM

The following form may be used, but its use is not mandatory.

To:

Onyou – Colladon S.n.c. di Antonio e Nicola
Piazza Libertà 4
36071 Arzignano VI
Italy

Email: info@on36071.it

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

Order number:

Customer’s full name:

Customer’s address:

Email address used for the order:

Product or products concerned:

Date on which the products were received:

Date of withdrawal request:

Signature, only if the form is submitted on paper:

5. DEADLINE FOR RETURNING THE PRODUCTS

After notifying Onyou of the withdrawal, the customer must return the products without undue delay and no later than 14 days from the date on which the withdrawal was communicated.

The return deadline is met if the customer sends the products before the 14-day return period has expired.

The customer should wait for the operational return instructions before shipping, so that the return can be correctly identified and sent to the appropriate address.

6. CONDITIONS OF RETURNED PRODUCTS

The customer may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way as would normally be permitted in a physical shop.

Returned products should be:

- unwashed;
- unworn and unused, except for the handling reasonably necessary to assess the product;
- complete with all components and accessories;
- returned with identification tags, security seals and quality seals still attached, where applicable;
- properly packed to prevent damage during transport;
- returned in their original packaging, where available.

The absence of the original packaging does not automatically exclude the right of withdrawal.

However, the customer is responsible for any reduction in the value of the product caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

Onyou may reduce the refund proportionally where the returned product has suffered a demonstrable loss of value attributable to improper or excessive handling by the customer.

7. RETURN FOR REFUND OR CHANGE OF MIND

For returns caused by a change of mind, incorrect size selection, personal preference or any other reason not attributable to a defect or an error by Onyou, the direct cost of returning the products is borne by the customer.

This rule applies regardless of the value of the order and regardless of whether the original outbound shipment was free of charge.

The customer may choose between:

1. using a courier of their choice and paying the courier directly; or
2. using an Onyou return label, when this service is available for the country concerned.

If the customer uses their own courier, the shipment must be traceable.

The customer must retain the shipment receipt and tracking information until the return and refund have been completed.

If the customer uses an Onyou return label, the following contribution applies:

- Italy: €5.00
- European Union: €7.00
- European countries outside the European Union: €15.00
- All other countries: €29.00

The contribution is a charge for the optional return-label service and is not a penalty.

If the label is used for a return for refund, the contribution will normally be deducted from the amount to be refunded.

If the customer uses their own courier, the Onyou return-label contribution does not apply.

Cash-on-delivery shipments and shipments for which Onyou is required to pay transport charges upon receipt will not be accepted unless expressly authorised in writing in advance.

8. FIRST FREE SIZE EXCHANGE

A size exchange is a voluntary commercial service offered by Onyou in addition to the customer’s statutory rights.

Onyou offers one free first size exchange when the merchandise value of the order reaches the following threshold:

- Italy: €100.00
- European Union: €250.00
- European countries outside the European Union: €500.00
- All other countries: €500.00

The merchandise value used to determine eligibility is the amount actually paid for the products:

- after discounts and promotional reductions;
- excluding outbound shipping charges;
- excluding duties, import taxes and customs charges;
- excluding gift-card purchases and additional services.

The first free size exchange is limited to:

- the same product model;
- the same colour or product variation;
- a different available size;
- one consolidated exchange request per order;
- one return parcel;
- one standard outbound shipment of the replacement size.

The service is available only after Onyou has confirmed the availability of the requested size.

Submission of an exchange request does not automatically reserve the requested size.

The exchange becomes confirmed only when the customer receives confirmation from Onyou.

9. PRODUCTS EXCLUDED FROM THE FREE COMMERCIAL EXCHANGE SERVICE

Certain products may be excluded from the free size-exchange service because of their nature, special handling requirements, promotional conditions or specific commercial restrictions.

Any such exclusion must be clearly indicated on the relevant product page or in the applicable promotional conditions before purchase.

An exclusion from the free commercial exchange service does not exclude or restrict the statutory right of withdrawal or the legal guarantee.

10. DISCOUNTED AND SALE PRODUCTS

Products purchased during a sale or promotion remain covered by the statutory right of withdrawal.

A discounted price does not, by itself, remove the customer’s right to return the product within the statutory withdrawal period.

Discounted products may, however, be excluded from the voluntary free size-exchange service where this is clearly communicated before purchase.

11. EXCHANGE FOR ANOTHER PRODUCT OR COLOUR

The free size-exchange service does not apply to requests for a different product model, colour or variation.

A request for a different product or colour will normally be processed as:

1. a return of the original product under the standard return rules; and
2. a separate new order for the replacement product.

The customer may contact Onyou before returning the product to verify whether another operational solution is available.

12. SECOND OR SUBSEQUENT EXCHANGE

The free exchange benefit may be used only once per order.

Any second or subsequent size exchange is at the customer’s expense.

If an Onyou label is used for a second or subsequent exchange, the applicable return-label contribution may be requested before the replacement product is shipped or deducted from any amount to be refunded.

Any further outbound shipping cost for the replacement product may also be charged to the customer and will be communicated before the exchange is confirmed.

13. MIXED REQUESTS

A request is considered a mixed request when the same return shipment contains:

- one or more products requested for size exchange; and
- one or more products requested for refund.

Mixed requests are not eligible for the free size-exchange service.

The applicable return-label contribution will be charged if the customer uses an Onyou label.

The customer may alternatively use a traceable courier of their choice at their own expense.

14. UNAVAILABLE REPLACEMENT SIZE

If the requested size is unavailable before the exchange is confirmed, the customer may:

- select another available size;
- return the product for a refund under the standard return conditions;
- choose store credit, where offered and expressly accepted by the customer.

If the exchange had already been confirmed but the replacement size subsequently becomes unavailable because of an inventory error, Onyou will contact the customer and offer an appropriate alternative or refund.

In that case, the customer will not be charged for an exchange label already authorised as free by Onyou.

15. RETURN ADDRESS

Unless different written instructions are provided for a specific request, returns must be sent to:

Onyou – Colladon S.n.c. di Antonio e Nicola
Piazza Libertà 4
36071 Arzignano VI
Italy

The customer must include the order number or return-request reference inside the parcel.

16. RETURNS FROM OUTSIDE THE EUROPEAN UNION

For returns sent from outside the European Union, the customer must correctly identify the shipment as returned goods and follow the customs instructions provided by the carrier or by Onyou.

The customer is responsible for additional charges, duties or customs costs caused by an incorrect, incomplete or misleading customs declaration.

Onyou is not responsible for delays caused by customs authorities or for parcels that cannot be cleared because of missing or incorrect documentation supplied by the customer.

17. REFUNDS

In the event of a valid withdrawal concerning the entire order, Onyou will refund:

- the price paid for the returned products; and
- the cost of the least expensive standard outbound delivery method offered at the time of purchase.

Additional outbound delivery costs resulting from the customer’s choice of a delivery method more expensive than the least expensive standard method offered will not be refunded.

For a partial withdrawal, the original outbound delivery charge will not normally be refunded where the same delivery charge would have remained payable for the products retained by the customer, subject to mandatory applicable law.

The refund will be made using the same payment method used for the original transaction, unless the customer expressly agrees to another method.

Onyou will process the refund without undue delay and no later than 14 days from the day on which Onyou is informed of the withdrawal.

Onyou may withhold the refund until:

- the returned products have been received; or
- the customer has supplied evidence that the products have been shipped back,

whichever occurs first.

Where the customer uses a paid Onyou return label, the applicable contribution will be deducted from the refund.

Bank processing times may vary depending on the payment provider and are outside Onyou’s direct control once the refund has been issued.

18. DEFECTIVE, DAMAGED, INCORRECT OR NON-CONFORMING PRODUCTS

If the customer receives a product that is defective, damaged, different from the product ordered or otherwise non-conforming, the customer should contact Onyou as soon as reasonably possible.

The request should include:

- the order number;
- a description of the issue;
- photographs of the product, where useful;
- photographs of the parcel and packaging, where the product was damaged during delivery.

The customer must not return the product independently before receiving instructions from Onyou.

Where the issue is attributable to Onyou or falls within the legal guarantee, the necessary costs for restoring conformity will not be charged to the consumer.

The commercial thresholds and return-label contributions applicable to voluntary returns do not apply to products recognised as defective, incorrect or non-conforming.

19. LEGAL GUARANTEE OF CONFORMITY

Products sold by Onyou to consumer customers are covered by the legal guarantee of conformity provided by the Italian Consumer Code and applicable European consumer law.

For new products, the legal guarantee lasts two years from delivery.

In the event of a lack of conformity, the consumer is entitled, in the first instance and where legally applicable, to have conformity restored free of charge through repair or replacement.

Where repair or replacement is impossible, disproportionate, not completed within a reasonable period or causes significant inconvenience, the consumer may be entitled to an appropriate price reduction or termination of the contract in the cases provided by law.

The legal guarantee does not cover damage caused after delivery by improper use, accidents, normal wear and tear, failure to follow care instructions, incorrect maintenance or unauthorised alterations.

Nothing in this Policy excludes or limits any mandatory consumer right.

20. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

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

- products made to the customer’s specifications or clearly personalised;
- sealed products that are not suitable for return for health-protection or hygiene reasons where the seal has been removed after delivery;
- goods liable to deteriorate or expire rapidly;
- other cases expressly provided by applicable law.

Any product-specific restriction will be communicated before purchase where required.

21. ORDER CANCELLATION BEFORE FULFILMENT

Where the relevant function is available in the customer account, the customer may request cancellation before the products have been fulfilled.

A cancellation request is not guaranteed if order preparation has already begun or if the parcel has already been transferred to the carrier.

If cancellation is accepted after payment, Onyou will refund the relevant amount using the original payment method.

If the order can no longer be cancelled, the customer may exercise the right of withdrawal after delivery in accordance with this Policy.

22. CUSTOMER SUPPORT

For assistance concerning returns, exchanges, refunds or the legal guarantee, contact:

Email: info@on36071.it
Telephone: +39 0444 670047