Refund policy

# Refund & Returns Policy

**Last updated: 11 June 2026**

We want you to feel completely confident ordering from Onda Recovery. If your Onda Recovery Boots aren't right for you, this policy explains how returns, refunds and replacements work — in plain English, with no fine-print surprises.

Onda Recovery is operated by INCM, a company registered in France (SIREN 939 062 899). Nothing in this policy limits your rights under the Australian Consumer Law (see below).

## Our 30-Day Money-Back Guarantee

You have **30 days from the day your order is delivered** to request a return. If you change your mind within that window, we'll refund you in full once the return is received and inspected — no awkward questions.

## Return Eligibility

To qualify for a change-of-mind return, your item must be:

- **Unused** and in the same condition you received it
- **Clean**, with no marks or signs of wear
- In its **original packaging**, with all accessories and parts included
- Accompanied by your **proof of purchase** (order number or order confirmation email)

Returns that don't meet these conditions may be refused or only partially refunded, so please check everything before sending your item back.

## How to Start a Return

1. **Email us first** at **ondarecovery@gmail.com** with your **order number** and the **reason for your return**. Please do not send anything back before contacting us.
2. We'll review your request and reply within 24 business hours (Mon–Fri). If your return is approved, we'll send you the **return address and step-by-step instructions**.
3. Pack the item securely and post it to the address we provide. Items sent back without prior approval, or to any other address, may not be accepted.

## Return Shipping Costs

- For **change-of-mind returns**, return shipping is at your expense. We strongly recommend using a **tracked postal service**, as we can't be responsible for return parcels that go missing in transit.
- If the item is **faulty, not as described, or we made an error with your order**, the return is **free** — we'll cover the cost and you'll choose between a **full refund** or a **replacement**.

## Faulty or Incorrect Items

If your Onda Recovery Boots arrive damaged, develop a fault, or you receive something different from what you ordered, contact us at **ondarecovery@gmail.com** as soon as possible with your order number and a short description (photos help us resolve things faster). We'll sort it out at no cost to you, with a **full refund or a replacement — your choice**.

## Items We Can't Accept Back

- **Used products.** Because the boots are worn directly on the legs, we cannot resell items that have been used — this is for hygiene reasons.
- **Gift cards.**

These exclusions don't apply where the Australian Consumer Law gives you a remedy (for example, if the product is faulty).

## Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Everything in this policy — including our 30-day guarantee — is **in addition to** those statutory rights, never a replacement for them.

## Refunds

- Once your return arrives, we'll inspect it and confirm the outcome by email.
- Approved refunds are issued within **10 business days** of us receiving and inspecting the item.
- Refunds always go back to your **original payment method** (card, PayPal, Apple Pay or Shop Pay). Depending on your bank or provider, it may take a few extra days for the amount to appear on your statement.

## Exchanges

The quickest way to swap an item is to **return it following the steps above, then place a new order** once your return is approved. That way your replacement ships without waiting for the inspection process to finish.

## Unclaimed or Refused Parcels

If a parcel is returned to us because it wasn't collected, was refused at delivery, or the delivery address provided was incomplete, we'll contact you to arrange a free redelivery or a full refund — whichever you prefer.

## Questions?

We're a small team and we genuinely read every message. Email us at **ondarecovery@gmail.com** — we reply within 24 business hours, Monday to Friday.