Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at service@oplenza.de. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at service@oplenza.de. 

Once we receive an item, we will inspect it for damage and refund the amount due if the item is in perfect condition.

Please ensure when returning your package that the following form is filled in and added to the product.

Ordered on:............................................................./ received on:......................................................

Oder number:..........................................................................................................................................

Email:..........................................................................................................................................................

Name:..........................................................................................................................................................

Address:.......................................................................................................................................................

Date: ..................................................................................

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Some items, such as custom products—including special orders, bulk purchases, or personalized items—are not eligible for return. If you have any questions or concerns regarding your specific item, please don't hesitate to contact us

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
To make an exchanges, please contact us at service@oplenza.de.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Covered shipping costs will not be reimbursed.

 

Failed Deliveries

Please double-check the shipping address you provide when placing your order. If the address is incorrect and a replacement is needed, a replacement fee will apply. Additionally, if your package is delivered but not picked up, a replacement fee will also be charged.

If your package is lost in transit, we will escalate the issue to the shipping company, as they are solely responsible for determining whether a refund or replacement will be issued. Since we do not handle deliveries, we cannot be held liable for issues caused by delivery problems. The shipping company has the authority to approve or deny any refund or replacement requests based on your case.

We partner with reputable shipping companies to ensure your orders are delivered efficiently. We kindly ask for your cooperation during the delivery process. If a delivery attempt is made but you are unable to receive the package due to a lack of coordination with the shipping company, we cannot issue a refund. It is crucial to provide an accurate delivery address and ensure you are available to receive your package.

If redelivery is required due to an unsuccessful initial delivery attempt, our policy does not cover refunds in such cases. While we understand that redelivery may take longer than expected, our ability to intervene and issue refunds is limited in these situations.

If you change your address and it does not update in our system, we are not responsible for failed deliveries, and no refunds will be issued.

Even when shipping fees are paid by the customer, we subsidize a portion of the cost. If a package is returned to us due to lack of communication with the courier or unpaid customs fees, or if the customer fails to promptly address customs notifications, we will deduct the portion of the shipping fee that we covered from any refund issued. If you choose to have your order reshipped, you will be responsible for covering the full shipping cost.

Please ensure all details are correct at checkout and avoid using temporary addresses. We are not responsible for delays or issues arising from incorrect or temporary addresses, and no refunds will be issued in such cases.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@oplenza.de.