Refund policy
🇬🇧 RETURN & REFUND POLICY
1. Right of withdrawal
If you are a consumer, you have the right to withdraw from your online purchase within 14 days of receiving the goods without giving any reason, subject to the exceptions provided by applicable law.
If a single order contains multiple goods delivered separately, the 14-day withdrawal period begins on the day you, or a third party designated by you other than the carrier, receive the last item.
Your withdrawal is made within the applicable period if you send your withdrawal notice before the 14-day period expires.
2. Online withdrawal and returns
You can initiate a withdrawal or return using the “Withdraw from or return an order” function available through the Oilholder online store.
The function is directly accessible from the footer of the online store and takes you to your customer account. No prior account registration is required. You can sign in using the email address used for your order and the one-time verification code sent to that email address.
After an electronic cancellation or return request has been submitted, the system sends a confirmation email to the customer.
Using the online function is not the only way to exercise your statutory right of withdrawal. You may also communicate your decision to withdraw by making an unequivocal statement to:
You may also use the statutory model withdrawal form, although use of the model form is not mandatory.
3. Returning the goods
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days from the date on which you communicated your withdrawal.
The direct cost of returning the goods is borne by the customer, unless Oilholder expressly agrees to bear that cost or the return concerns defective, damaged or non-conforming goods in circumstances where applicable law requires the seller to bear the cost.
Please package returned goods appropriately to protect them from damage during transportation.
The exact return address and any necessary return instructions will be provided during the return process.
Please do not send goods back without notifying us first. This does not limit a consumer's statutory right of withdrawal.
4. Refunds
Where a valid right of withdrawal is exercised, we will reimburse the payments received from the consumer, including the cost of our standard delivery option.
If you chose a delivery method that was more expensive than the least expensive standard delivery option offered by us, we are not required to reimburse the additional delivery cost.
We will make the reimbursement without undue delay and no later than 14 days after being informed of your decision to withdraw.
For sales of goods, we may withhold reimbursement until we have received the goods back or until you provide evidence that you have sent the goods back, whichever occurs first.
Unless expressly agreed otherwise, refunds will be made using the same means of payment used for the original transaction, and you will not incur any fees as a result of the reimbursement.
5. Condition of returned goods and diminished value
During the withdrawal period, you may inspect the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a manner comparable to what would normally be possible in a physical store.
You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
6. Custom-made and personalised products
Where provided by applicable law, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.
This may include, for example, products made with customer-specific dimensions, hole arrangements, engraving or other modifications specifically requested by the customer.
The fact that an Oilholder product is handmade or made to order does not, by itself, exclude the right of withdrawal. The exception applies only where the product has genuinely been produced according to the customer's individual specifications or has been clearly personalised.
Where the right of withdrawal does not apply to a particular product, the customer will be informed before purchasing.
7. Defective, damaged or incorrect goods
The 14-day right to withdraw without giving a reason is separate from your statutory rights relating to defective or non-conforming goods.
If your product arrives damaged, is defective, or you receive an incorrect product, please contact us at:
Please include your order number and, where possible, photographs showing the issue.
Nothing in this policy limits any statutory rights you may have in relation to defective or non-conforming goods.
8. Contact
For questions concerning withdrawals, returns or refunds, please contact:
Oilholder
Mazsola Műhely Szolgáltató Szociális Szövetkezet
Email: hello@oilholder.com
Phone: +36 70 942 9368