Returns & Refunds

This Returns & Refunds Policy applies to all orders placed through our websites operated by Optiheart EU, including optiheart.eu and its country-specific subdirectories for the Czech Republic, Greece, Portugal, Spain, Slovakia, Italy, Germany, Lithuania, Austria, Cyprus and Colombia.

We want you to be fully satisfied with your purchase. If for any reason you are not happy with your order, you have the right to return the product under the conditions described below.

1. Overview

As a consumer within the European Union, you are entitled to a 14-day right of withdrawal from the date of receiving the goods, in accordance with the Consumer Rights Directive 2011/83/EU and applicable national legislation. This means you may return the product without providing any reason.

2. Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision within 14 calendar days from the date on which you received the goods. You may do so by submitting a written request through our contact form or by returning the product together with a clear statement of your intention.

Once we receive your notification, you must send the goods back to us without undue delay and in any event within 14 days of notifying us. The deadline is met if you send the goods before the 14-day period has expired.

3. How to Return a Product

Returning a product is simple. Just follow these three steps:

The product should be returned in its original condition, with all original packaging, labels and any accessories included. We recommend using a trackable shipping method to ensure the safe delivery of the returned item.

4. Refund Conditions

Once we have received and inspected the returned product, we will notify you of the approval or rejection of your refund. If your refund is approved, it will be processed within 14 days of receiving the returned goods.

Refund method:

• If you paid cash on delivery, the refund will be processed via bank transfer to the account details you provide.
• If the order was paid by another method, the refund will be made using the same payment method where possible.

5. Exclusions

The right of withdrawal does not apply to:

• Products that have been opened or used, where such products are not suitable for return due to health protection or hygiene reasons.
• Products that have been damaged after delivery due to improper handling or storage.
• Sealed goods that were unsealed after delivery and cannot be returned for health or hygiene reasons.

6. Complaint Procedure

If you receive a product that is defective, damaged or does not match the description, you may file a complaint (reclamation). To submit a complaint, please:

1. Contact us through our official website.
2. Provide your order number and a description of the issue.
3. Attach photographs of the product and packaging where possible.

We will review your complaint as soon as possible and notify you of the outcome. If your complaint is accepted, you will be entitled to a replacement product, a price reduction or a full refund, depending on the nature of the issue.

7. Damaged or Wrong Items

If you have received a damaged product or an incorrect item, please contact us immediately. We will arrange for the correct product to be sent to you or process a refund as quickly as possible. Please do not dispose of the damaged item or packaging until we have resolved the issue.

8. Non-Delivery

If your order has not arrived within the expected delivery window, please contact us. We will investigate with the courier and take appropriate action, which may include re-sending the order or issuing a full refund.

9. Contact

For all return, refund or complaint enquiries, please use the contact form available on our official website. We will respond to your request within the timeframes required by applicable consumer protection legislation.