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Free returns and replacement

 

The ordered product didn't fit or isn't to your liking?

We have a 365-day money-back guarantee. The returned product must not be worn or have lost its appearance (it must be in its original, undamaged packaging, with the original labels).

 

 Goods will not be accepted for return if:

  • They were used (worn etc.); 
  • They were damaged;
  • Their consumer properties were not preserved;
  • The product has lost its commercial appearance;
  • The original labels were removed.
  • They are returned in non-original or damaged product packaging.

This is also in accordance with point 17 of the national "Specifics on the return and exchange of non-food items": "The customer's request for a replacement or refund does not apply to the following goods: underwear, socks, stockings, bras and other similar items."

 

Return and exchange methods:

Returning or exchanging goods online by filling out the return or exchange forms: You can return or exchange the goods purchased in the Open24 online store by filling out the return or exchange forms.

 

How do I fill in the online returns form to return or exchange my product? 

First, log in to your user account. You can access your user account in one of the following ways:

  • if you are a registered user, log in to your user account with your existing logins. 
  • If you are an unregistered user, you can create a return without registering (you will be redirected to your account via the order confirmation email you received after placing your order) or
  • if you are an unregistered buyer, you can register: Click "Log in" and "Registration" at the top of the Open24 website. Register using the email address you used to place your order, and then log in. 

Note: If you want to exchange (rather than return) an item, you must register.  

 After logging in, you will be taken to the "My Orders" window, where you will see a list of your purchases. Select the order, find the item you are returning, and click the "Return/Exchange Item" button below it.  Continue by following the instructions below.

  • If you have chosen to return the product for a refund when completing the return form, your money will be refunded within 10 working days of receipt of the item in our warehouse.
  • If you have chosen to exchange the item when filling out the return form, place a new regular order immediately after filling out the return. The amount of the exchange order will be equal to the amount of the returned item. If you exchange for the same item but in a different size, the amount will be covered in full and you will not have to pay anything extra. The system does not automatically apply loyalty points to the replacement order, if loyalty points were used during the original order. After completing the return form, the used loyalty points will be returned to the Customer's account within 15 minutes, and you will be able to use them again in the exchange order or during the next shopping). The replacement product will reach you in approximately 5-7 working days from the date of return/dispatch to the Recipient.

Note: If you choose to exchange the item when completing the return, but do not complete the exchange order within 7 days, your money will be refunded. 

 

How can I send my return?

Returns are FREE. By filling out the product return form through your User account, you will be able to choose how you want to return the product. Available options:  

  • Via DPD courier 
  • Via Omiva parcel machine

After filling in the return of the goods via DPD courier, you will immediately see the return label with the details of the Sender and the Recipient. The label must be stuck (or handwritten) onto the return packaging. The goods will be picked up by DPD courier at the address specified by you within 1-2 working days (9 am - 6 pm). If you provide an incorrect address/postal code, the courier will not arrive. The courier does not call or inform via SMS before arrival. If the courier does not arrive or it is necessary to call a new courier, please contact us at   info@open24.ee or tel. +372 8801721 (I-V 9.00-21.00 h).

After completing the return form and choosing to return via Omniva parcel machine, you will receive an SMS message and an e-mail with the return code and detailed instructions on how to send the product via Omniva parcel machine. The return code is valid for 7 days. If the code is no longer valid and you need a new return code - contact us at  info@open24.ee or tel. +372 8801721 (I-V 9.00-21.00 h).

 

IMPORTANT: Returns are only accepted upon completion of the online return form. The product must be with all original labels, undamaged and not worn. Pack the product in an additional packaging so that its original product and original packaging are not damaged. 

 

 

Refund procedure

Your returned products will be delivered to the warehouse where our staff will assess whether the products have been returned in accordance with the abovementioned conditions. If the conditions are not met, the money will not be refunded. In such a case, the delivery or taking back of the products will be discussed individually. If the conditions are fulfilled, the money will be transferred to your bank account within 14 days of completion of the return form.

 

These conditions are dictated by the laws of the Republic of Latvia and elementary logic. We do not create additional obstacles and try to be flexible with returns. Ultimately, our goal is simple: to ensure that both you and we are satisfied.