Returns Policy

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This Policy forms part of the Customer Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

You may return any product that you bought from the Website or Ohen Group if:

1. you’ve changed your mind;
2. you purchased the wrong item;
3. the Ohen Group product is an unwanted gift;
4. the Ohen Group product has a technical fault; or
5. you have concerns about the quality of the product (the “Returned Product”).

You can return an unwanted product to Ohen Group, provided:

1. It is unopened, undamaged and unused, with the original labels and stickers still attached;
2. save in relation to second-hand products sold at Ohen Group, the Returned Product is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
3. it is not missing any accessories or parts; and
4. you return the product to the Store together with the invoice you received from the Store or you log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective.

Once we have inspected the Returned Product and validated your return form, we will credit your account with the purchase price of the product within 10-14 working days of the return being received at our warehouse or service centre.

You may also elect to exchange a Returned Product for another product (the “Exchange Product”) that is of the same value as the Returned Product. If the price of the Returned Product is less than that of the Exchange product, you will be liable to pay the cash difference between the two products. And if the price of the Returned Product is more than that of the Exchange product, Ohen Group may give you an Ohen Group voucher or refund equal to the value of the difference between the two product prices.

If the packaging is in any way opened, damaged or tampered with, Ohen Group will charge you a handling fee of up to 10% (ten percent) of the total purchase price of the Returned Product.

All Returned Products are subject to inspection by the Ohen Group prior to a refund or an exchange.

If you want Ohen Group to collect the Returned Product from you, Ohen Group may charge a fee to facilitate the collection on the Returned Product. This is applicable to purchases made online. This fee is payable within one day of receipt.

A courier fee may be charged on refunds and exchanges containing initial courier costs. Ohen Group will process the refund within 10-14 working days after you cancel your agreement with Ohen Group or Ohen Group receives the returned product.

Should a product be damaged or missing any parts or accessories at the time of delivery, please notify Ohen Group within 7 days of such delivery.

Once we have inspected the product and validated your return, we will at your choice repair or replace the product as soon as possible or credit your account with the purchase price of the product.

All Ohen Group products are covered by a manufacturer’s warranty. If your product is faulty you must follow the process set out in the manufacturer’s warranty as indicated to you by the Ohen Group.

Please note that any manufacturer’s warranty is subject to whatever terms and conditions the manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging or user manual. It is your responsibility to make yourself aware of any such terms and conditions. Faulty products should be returned to Ohen Group or the distributor from which you purchased from. 

Refunds will be done electronically via electronic funds transfer (EFT) to a bank account nominated by you. In certain circumstances where possible, Ohen Group may effect a credit card transaction reversal.

Refunds may take between 10-14 working days to process.

Ohen Group will not be liable for any bank charges, taxes, interest and/or any other fees that may be levied against you for the refund.

To process a return, refund or exchange please contact support with your request and we will advise of the steps that you will need to follow.