Refund policy

At ONDERMAX LTD, your satisfaction and trust are fundamental to how we operate. We aim to deliver high-quality wellness patches that meet your expectations. However, we understand that occasionally, issues arise. This Refund & Return Policy explains your rights and responsibilities when requesting a return or refund for items purchased via our official website: www.ondermax.com (the “Site”). It is intended to be transparent, fair, and compliant with UK consumer law.
  1. Eligibility for Returns You may return any product purchased on our Site within 14 calendar days from the date you receive your order. To qualify for a return, the following conditions must be met:
  • The product must be completely unused, sealed, and in its original packaging.
  • The product must be in resaleable condition, free from tampering, marks, damage, or wear.
  • You must provide proof of purchase, such as an order number, receipt, or confirmation email.
  • The request must be initiated through our customer support team within the return period.
  • The product must not fall into any excluded categories (see section 2).
  1. Non-Returnable Items Due to legal, hygienic, and health-related safety standards, we cannot accept returns of:
  • Opened, unsealed, or used patches
  • Products that have been exposed to moisture, contaminants, or improper storage
  • Items returned more than 14 days after receipt
  • Final sale or clearance items
  • Free gifts, promotional items, or bonuses bundled with purchases
  • Items damaged after delivery due to misuse, accident, or negligence
We reserve the right to inspect and determine whether a returned item meets these criteria before approving a refund.
  1. How to Initiate a Return To begin the return process, please send an email to hello@ondermax.com with the subject "Return Request" and include:
  • Full name and email address associated with the purchase
  • Order number and date of purchase
  • Description of the product(s) you want to return
  • Reason for the return
  • Supporting photos (if the item was damaged, defective, or incorrect)
Once your request is reviewed, we will send return instructions including a return authorization and the appropriate return address. Please do not send items back without prior approval.
You are responsible for:
  • Secure packaging of the product for return shipping
  • Return shipping costs, unless the product was sent in error or arrived damaged
Returned items remain your responsibility until they arrive at our facility. We recommend using tracked shipping.
  1. Refund Process After receiving and inspecting your returned item(s), we will notify you via email of the outcome of your return request. If approved:
  • Refunds are processed to the original payment method (credit card, PayPal, etc.) within 7 working days.
  • Only the cost of the product will be refunded.
  • Original shipping fees and any applicable customs charges are non-refundable unless the return is due to an error on our part.
  • Refund processing times may vary depending on your bank or payment provider.
If the item is returned in non-compliant condition (used, damaged, or late), we may deny the refund and return the item back to you at your expense.
  1. Damaged, Defective, or Incorrect Items If you receive a product that is broken, faulty, or not what you ordered, please contact us within 48 hours of delivery by emailing hello@ondermax.com with:
  • Your order number
  • Photos of the item and packaging
  • A brief description of the issue
Once verified, we will resolve the issue by either:
  • Sending a replacement at no extra cost
  • Offering a full refund
  • Providing an alternative solution based on availability and customer preference
  1. Exchanges At this time, we do not offer direct product exchanges. If you would like to obtain a different item, please complete the return process for the original purchase, and place a new order separately.
  2. Lost or Undelivered Packages If your order has been marked as delivered but you haven’t received it:
  • Contact us within 72 hours of the delivery timestamp.
  • Double-check the delivery address and any safe places or neighbors.
  • We will help investigate with the shipping provider.
ONDERMAX LTD is not responsible for losses due to incorrect shipping details provided by the customer. Claims for undelivered parcels must be made promptly to allow for courier investigations.
  1. Repeated Returns and Abuse To protect our business and maintain fairness to all customers, ONDERMAX LTD reserves the right to reject returns if we identify an unusually high volume or pattern of return activity. We also reserve the right to deactivate customer accounts suspected of abusing our return policy.
  2. Policy Updates We may update this Refund & Return Policy to reflect changes in the law, our services, or operational requirements. Any amendments will be effective immediately upon posting to this page, with an updated effective date at the top. We encourage users to review this page regularly.
  3. Contact Information If you have questions about this policy, need support with a return, or wish to clarify eligibility, our team is here to help. Contact us via:
Email: hello@ondermax.com
Mailing Address: ONDERMAX LTD, 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, UNITED KINGDOM