Refund policy

If you are reading this, you may have ordered (or are about to order) a product from us. We'd firstly like to thank you for supporting our business - we are committed to our customers and promise to deliver the highest quality products and customer service possible.

Cooling-Off Period

You have a 14-day cooling-off period after the date on which you have received the goods to cancel the contract, return the goods at your cost, and receive a full refund of the purchase price and any standard delivery cost, providing the goods are in the condition listed in the following section.

During the cooling-off period, any cancellation must be given in writing. Once you have notified us that you wish to return a product, please return that product to us within 30 days. To complete your return, we require proof of purchase (your order number), after which we will confirm the return postal address.

Condition of Returned Goods

  • Goods must be returned complete and undamaged, with all accessories and instructions.

  • Products may be opened for inspection, but must be returned in their original packaging and in like-new condition.

  • Items must not be damaged, soiled, washed, altered, or worn (other than to reasonably try on apparel).

  • Products must NOT show signs of use beyond what is necessary to establish its nature, characteristics, or functioning. 

The above criteria may be inspected by our customer service representative prior to processing the refund or partial refund.

Initiating a return

To request a return, contact us directly at wecare@opengoaaal.com

Once you submit a return request, we'll review it and send you an email with approval status.

Return Shipping Costs

  • Customers are responsible for all return shipping costs. We do not provide pre-paid return labels.

  • Please note that any product you return is your responsibility until it reaches our warehouse. Before you post, you must get proof of shipping and, if appropriate, insurance cover from the shipping provider. If it gets lost in transit, you will need to claim the value of the product back from your shipping company, as we cannot refund a product we have not received.

Where to Ship Your Product

European Union

eBrands c/o GFL Warehouse
Bücher Weg 18, Amboßweg 2, Halle 6
16356 Ahrensfelde
Germany

Phone: +49 176 28259773

Australia

eBrands c/o Easy FBA Prep
Unit 3B / 200 Governor Macquarie Drive
Warwick Farm NSW 2170

United Kingdom

eBrands c/o The Storage Place – TSP1
Brewery Lane
Gateshead, Tyne and Wear NE10 0EY

Refunds

Once your return is received and inspected, we will send you an email to notify you. If approved, a credit will be applied to your original method of payment (credit card, debit card, or PayPal) within 5–10 business days, or a replacement product will be sent out.

Partial refunds or no refunds may be granted if:

  • The goods were not used properly and damaged through your own fault.

  • The item is not in its original condition, is damaged, or has missing parts for reasons not due to our error.

  • The product shows signs of use beyond what is necessary to establish its nature, characteristics, or functioning. For cosmetics and personal care products, this means they cannot be returned if opened, tested, or tried.

Exchanges

We only replace items if they are defective or damaged. If you need an exchange, please contact us before sending the product back.

Non-Returnable Items

The right to cancel will not apply in respect of:

  • Personalised goods or goods made to your specification

  • Gift cards

  • Downloadable software products (including e-books and video courses)

  • Items marked Final Sale or similar

Substituted Goods

If we send you replacement or alternative items, you can still cancel your order as explained above - but you’ll still need to cover the cost of sending them back.

Questions

If you have any questions or need to arrange a refund, simply email us at wecare@opengoaaal.com