Return policy
RETURN POLICY
Returns of unwanted products
At Oliunìd you can return a product for any reason: it’s not what you expected, you chose the wrong shoe size, or you don’t like the color of the pants. You have 100 days to do so.
Note: for product kits (for example, climbing kits, via ferrata kits, ski + binding kits, etc.) that include several items, the return is valid only if you return the complete kit, not individual components. Customized or made-to-measure products (such as the “Trust Box,” ropes by the meter, or skis mounted with bindings) are excluded from the right of withdrawal.
Please note that ourquantity discount is based on the total order value; therefore, if you return a product and the total amount decreases, you may lose the applied discount. For example, if you received a 3% discount on a €300 order and decide to return an item worth €200, the new total will no longer qualify for that discount, and the difference will be deducted from your refund.
Order placed as a registered user
If you placed your order through your account, you can manage your return request directly in the Returns section, as long as it’s within the 100-day period. During the request process, you can choose your preferred return method from the options listed below.
Once the request is created, you will receive detailed instructions by email according to the selected method (or you can read them below). When the package arrives at our warehouse or store, the return will be processed. We will need a few working days to verify that your return meets the approval requirements.
The refund will be issued as soon as the return is approved.
Order placed as a guest user
If you purchased without registering, you can start your return from a dedicated page by entering the email used for the order and the corresponding order number. During the request process, you can choose your preferred return method from the options listed below.
Did you pay for your order with a Gift Card?
If you used a Gift Card for your purchase, the return procedure is slightly different from the standard one. Here is how to proceed:
- What to do: Simply send us the product you wish to return, including a note inside the package with your order number.
- Shipping: You can freely choose one of the three return methods described below based on your convenience.
- Refund: Once the package has been received and verified, we will not issue a monetary refund, but a new Gift Card equal to the value of the return will be issued to you.
Return methods
a. Shipping with your chosen courier Carefully pack the items you wish to return and include a note with your order number. Use your preferred courier and address the package to:
LDR S.P.A. Unipersonale,
Via Filzi 97,
36051 Creazzo (VI),
Italy.
ATTENTION: both the product and its packaging must be intact. Check the “Products not eligible for return” section for more details.
You can use the UPS return service. Enter in the UPS website search bar the tracking code found in the shipping confirmation email we sent you. Please note that you will not receive a new email: to complete the return, you must use the same tracking code from the original delivery. You will see the "Return your package" button; by clicking there, you will get the UPS label to print. Once printed, attach it to the package and take it to the nearest UPS drop-off point.
This service costs €20, which will be deducted from your refund.
- Enter the tracking code in the UPS search bar
- Follow the return instructions
- Include a note with your order number inside the package
- Take the package to the nearest UPS drop-off point
- The service costs €20, which will be deducted from the refund
Note: this UPS return service is not valid for crash pads. If you wish to return a crash pad, you will have to handle the shipment yourself and cover the costs. Once we receive the return, we will refund you the exact purchase amount. Shipping costs for crash pads will not be refunded. Both the product and its packaging must be intact. Check the “Products not eligible for return” section for more information.
If you’re nearby, you can personally deliver your return to one of our Oliunìd stores. Remember to include a note with your order number inside the package.
Refund Time and Method
As soon as your product is in our warehouse we will check that it is suitable for the return and we will issue the refund.
We will refund the whole amount you paid for the purchase of the product; we will not refund the shipping expenses.
Refund Purchase with Gift Card
If you paid for part of the order with a Gift Card, please note that we cannot refund a value greater than the transaction that was actually carried out for the order. There are two possible cases for reimbursement, which depend on the value of the transaction made (excluding the value of the Gift Card) and the price of the product to be returned. Let's take an example:
You have placed an order for 300€ by paying part of the amount with a 100€ Gift Card. The transaction that has actually been carried out is 200€.
- If the product you want to return costs 250€, you can do it, 200€ will be returned to you and a Gift Card worth 50€ will be sent to you, as the amount to be returned is greater than that of the transaction.
- If you want to return a 150€ product, the refund will be 150€ as the amount to be returned is less than that of the transaction.
Time for the Refund
The procedure for the refund will start immediately as soon as the goods have been checked and we have made sure that the return is suitable.
The time for the refund varies depending on the payment method:
- 4-5 work days if we issue the refund on a PayPal account
- 10 work days if we issue the refund on a credit card or via money transfer
Returns of Defective or Non-Conforming Products
If any of the products you received are defective, please email us at [email protected]. We ask you to provide detailed information about the issue you encountered with the product, possibly attaching images or videos, and to include your order number or send us a photo of the receipt so that we can easily trace your order.
Our customer service, after consulting with the manufacturer, will contact you to arrange the shipment of a replacement product or, if it is no longer available, to send you a discount code equal to the value of the product in question. If the purchased product is found to be defective but the manufacturer considers it suitable for repair, the product cannot be returned.
If a purchased product is found to be defective but the manufacturer deems it suitable for repair, a return is not possible. Instead, we will proceed with the repair according to a procedure that varies depending on the supplier. Even when the defective product has been repaired, it will not be possible to proceed with the return.
If you have received a product that does not conform to what you ordered (for example: you ordered a pair of shoes in size 39, and you received size 39½), please contact us at [email protected]: our customer service will contact you to arrange the exchange for the correct product.
Exchanges
At Oliunìd, we do not handle online exchanges. If you have ordered a product and realize that it is not what you need, you can return it (see above, Returns) and then proceed to place a second order for the correct product.
Attention: the second order is independent of the first, and therefore the quantity discounts applied may not necessarily be the same. For example, if you place an order of 600 € and decide to return a product worth 150€, a 3% discount (for orders over 200€) will apply to the second order, not a 5% discount (for orders over 500€).
Returns of in-store purchases
If you have purchased a product at an Oliunìd Shops and realize it is not what you need, you can return it to one of the Oliunìd points of sale; it cannot be sent. In the store, our experienced staff will guide you in choosing an alternative product of equal or greater value, in which case you will pay the difference in price.
Products Not Suitable for Return
If our specialist judges that the product you returned is not suitable, we will not be able to accept it and will need to send it back to you.
You can place a new order; in that case, we will send you back the product for free with your new order.
If, on the other hand, you decide not to place a new order, we will ship your product, not eligible for return. In this case, the shipping costs and any customs duties will be entirely at your expense.
| Place a new order | We send the unsuitable product without any surcharge. |
| You do not wish to place a new order | We will send you the unsuitable product, and the shipping costs and any customs duties will be entirely at your expense. |
A product can be judged not suitable for return for four reasons:
- The return has been made more than 100 days after receiving the goods.
- The product is damaged, used, or not in its original packaging. The packaging must be intact and without any additional labels. For example, if you return a pair of shoes, you need to place the packaging in a larger box so that the courier's label is not attached directly to the original packaging. If, instead, you wish to return clothing, you must put them in intact plastic packaging, for example by reusing our envelope or two packages, one of which is ours. So do not hesitate to send us back our used envelopes with your returns. This will help us limit the use of single-use plastics.
- The return is one of the products of an equipment kit.
- The return is a tailored product, custom-made.
Oliunìd - All you Need for Climbing
Oliunìd is owned by LDR S.P.A. Unipersonale