Refund & Returns Policy

We want you to love your ONSECproduct. If something isn't right, this policy explains how returns, exchanges and refunds work.

1. 30-day return window

You may return most unused products within 30 days of delivery for a full refund of the item price. Items must be in their original condition and packaging, with all accessories and documentation included.

Items that cannot be returned

• In-ear headphones and earbuds where the hygiene seal is broken.
• Gift cards and downloadable software.
• Products marked as “Final Sale” at the time of purchase.

2. How to start a return

1. Email us at [email protected] within 30 days of delivery with your order number and the reason for the return.
2. We'll reply within one business day with a prepaid return label (EU orders) or a return address and instructions (non-EU orders).
3. Pack the item securely, attach the label, and drop it off with the indicated carrier.

3. Refunds

Once we receive and inspect the return, we'll process your refund to the original payment method within 5–10 business days. The exact timing depends on your bank. You'll receive an email confirmation as soon as the refund is issued.

• Item price: fully refunded.
• Original shipping: refunded if the return is due to an error on our part or a defective product; not refunded otherwise.
• Return shipping: free within the EU, UK and Switzerland. Outside these regions, return shipping is at your expense unless the item is defective.

4. Exchanges

If you'd like a different size, color or model, email us within the 30-day window. We'll ship the replacement as soon as we receive your return and waive the restocking fee.

5. Damaged, defective or incorrect items

Inspect your order on delivery. If an item arrives damaged, defective, or isn't what you ordered, contact us within 48 hourswith photos. We'll arrange a free replacement or full refund, including shipping both ways.

6. Warranty

All ONSEC products carry a minimum 1-year limited warranty against manufacturing defects, with many devices covered for 2 years (specified on each product page). The warranty does not cover accidental damage, unauthorised modification, or normal wear.

7. EU right of withdrawal

Customers in the European Union also benefit from a statutory 14-day right of withdrawal on distance purchases. Our 30-day policy exceeds and supplements that right; nothing in this policy limits the rights granted to you by applicable consumer law.

8. Contact

Questions about a return? Write to us at [email protected] or by post at ONSEC S.A., Avenue Louise 54, Room S52, Brussels, Belgium. Our support hours are Mon – Fri, 09:00 – 18:00 CET.