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OnlineStore24 — Refund & Returns Policy
Operated by M&V Euro Commerce B.V. (Netherlands)
Last updated: 30 June 2026
EU Customers — Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without providing any reason, in accordance with EU Directive 2011/83/EU.
1. Conditions for Returns
Returned items must be:
- In original condition
- Unused and unopened
- With all original packaging and accessories included
2. Non-Returnable Products
The following products cannot be returned:
- Opened hygiene-related items
- Customized or personalized items
- Software or digital goods after activation or download
- Items with signs of improper use or damage not caused in transit
3. Return Shipping Costs — EU
Return shipping costs are paid by the customer, unless the item is defective or damaged upon arrival, in which case we cover all return shipping costs.
International Customers (Outside EU)
If you are located outside the European Union, you may return any product within 14 calendar days of receiving your order, subject to the same conditions listed above.
Please note:
- Return shipping costs are the responsibility of the customer
- Customs duties or taxes paid on import are non-refundable by OnlineStore24
- We recommend using a tracked shipping service for returns
- International returns may take longer to process due to customs handling
4. How to Request a Return
Contact our support team at: [email protected]
Please include:
- Your order number
- Reason for return
- Photos if the item is damaged or defective
Process:
- Our team will provide the return address within 24 hours
- Ship the item using a trackable service
- We inspect the item within 5 business days of receipt
- Refund issued within 14 days after approval
5. Damaged or Defective Items
If your product arrives damaged or defective, notify us within 48 hours of delivery with photos of the packaging and the damage. We will arrange a free replacement or full refund, including return shipping costs — for both EU and international customers.
Returns Address
📍 OnlineStore24 Returns Center
Calle Historiador Jiménez Rubio 15
30510 Yecla, Murcia, Spain
Our returns center in Yecla, Spain, handles returns from both EU and international customers. It is strategically located to ensure fast processing and cost-effective return shipping.
6. Refund Method
Refunds are issued to the original payment method used at checkout. Processing times may vary depending on your bank or payment provider (typically 3–10 business days after approval).
Legal Information
M&V Euro Commerce B.V.
Registered office: Posthoornstraat 11, 3011 WD Rotterdam, The Netherlands
KvK: 99544733 · VAT: NL869033967B01 (OSS registered)
Operational office: Calle Historiador Jiménez Rubio 15, 30510 Yecla, Murcia, Spain
Email: [email protected]
Phone: +31 10 890 6612
Customer Support: Monday – Friday, 09:00 – 17:00 CET
M&V Euro Commerce B.V. is fully responsible for all sales, returns, refunds, and customer service. EU transactions are subject to Dutch and EU consumer protection laws. International transactions are governed by Dutch law, with applicable local consumer protection provisions where required by law.