RETURN POLICY

At off-line® Ltd., we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not satisfied with the product you have received, we have a return policy in place to guide you through the process.

Please read this Return Policy carefully before making a return or exchange.

1. Return Eligibility

We accept returns for items that meet the following conditions:

• Purchased within 30 days from the date of delivery.
• Unused and in original condition, with all original packaging, labels, and accessories intact.
• Not marked as non-returnable (some products, such as personalized or customized items, are excluded from returns).
• Proof of purchase (receipt or order confirmation) is required to process any return.

Note: If the item is damaged, defective, or incorrect at the time of delivery, you are entitled to a full refund or exchange.

2. Non-Returnable Items

Certain items cannot be returned, including:

• Items marked as “final sale” or “non-returnable” at the time of purchase.
• Gift cards and downloadable products.
• Items that have been used, altered, or damaged by the customer.

3. How to Return an Item

To initiate a return, follow these steps:

1. Contact Customer Support: Reach out to our customer service team via email at complaints@offlineglobal.com with your order number, item(s) you wish to return, and the reason for the return.
2. Return Authorization: Once we receive your request, we will issue a Return Authorization (RA) number and provide you with instructions on how to return the product(s).
3. Package the Item: Carefully repackage the item(s) in its original packaging, including any accessories, manuals, or other items that came with the product.
4. Return Shipping: You are responsible for the return shipping costs, unless the return is due to a defective or incorrect item, in which case we will cover the shipping costs.
5. Ship the Item: Ship the item to the return address provided by our customer support team. Please use a trackable shipping service and keep the tracking number for your records.

4. Refunds

Once your return is received and inspected, we will notify you via email about the status of your refund. If your return is approved:

• Refund Method: Your refund will be issued to the original payment method. If you paid via credit card, the refund may take several business days to appear on your statement, depending on your bank or credit card provider.
• Partial Refunds: In some cases, we may offer a partial refund if the item is returned opened or damaged, or if it is not returned in its original condition.

Please note: Shipping charges are non-refundable unless the return is due to our error (e.g., wrong or defective item).

5. Exchanges

If you wish to exchange an item for a different size, color, or model, please follow the standard return process and place a new order for the desired item. Once the original item is returned and processed, we will issue a refund. Shipping fees for exchanges are the responsibility of the customer.

6. Damaged or Defective Items

If the item you received is defective, damaged, or incorrect, we offer a full refund or exchange. To initiate this process:

• Contact us immediately upon receiving the damaged or incorrect item.
• Provide photos of the damage or defect and a description of the issue.
• Once we verify the issue, we will arrange for a replacement or full refund, and we will cover the cost of return shipping.

7. Refund Processing Time

Once we receive your returned item, please allow up to 14 business days for the return to be processed and the refund to be issued. Refunds may take additional time to appear on your credit card statement depending on the policies of your payment provider.

8. International Returns

For international orders, customers are responsible for all return shipping costs, customs duties, and taxes associated with the return of products. We recommend using a trackable shipping service for international returns to ensure the package reaches us.

9. Contact Information

For any questions or concerns regarding returns or exchanges, please contact our Customer Support team at:

Email: complaints@offlineglobal.com
Phone: +359897266213

10. Changes to This Policy

We reserve the right to modify or update this Return Policy at any time. Any changes will be posted on this page, and the updated version will take effect immediately upon posting.

Important Notes

• If you received a gift and wish to return it, please follow the same process, but be sure to let us know the gift sender's details so we can assist you in processing the return or exchange.
• Returns are accepted for items that meet the eligibility criteria, but we encourage you to double-check your order before completing a purchase to avoid unnecessary returns.