Complaints and Returns

COMPLAINTS and RETURNS 

Complaints

We want you to love your purchase, but if you've changed your mind you can return most unused or unwanted items purchased online or in-store from Supreme Ozone Oil, as long as you have your receipt or proof of purchase. Our policy, including the limits of change of mind, does not exclude or replace the user's rights under the consumer guarantees of the European consumer law, regulations or other as required by law.

Although the percentage of defects in delivered products is low, it is good to know that we will resolve any problems without delay and satisfactorily. It is in our interest to resolve everything as quickly as possible, so please contact us as soon as possible to resolve the situation, preferably no later than 14 days from the date of receipt of the product; so don't worry about having to wait longer than necessary to resolve the issue (usually everything is resolved within 14 business days from the time the goods arrive at our warehouse).

When can I make a complaint?

However, we are not responsible for any new defects, especially if they were caused by misuse. For used products, we are not responsible for defects corresponding to the degree of use or wear of the products themselves at the time of delivery. In the case of products for which the usability period is indicated, we are also responsible for the fact that the products are suitable for use during this period.

Please note that sensitivity or allergic reactions to the products delivered cannot in themselves be considered a defect of the products themselves. Likewise, any shortage of gifts and other free services supplied with the ordered product cannot be considered defects of the products. The images of the products in our virtual shop are illustrative and are not a binding representation of the characteristics of the products (for example, the packaging may vary due to the change of packaging by the manufacturer). 

What are my rights at the time of the complaint?

In the absence of a product, we can jointly agree on compensation in the form of a voucher.

In addition, you have the right to request the removal of the defect by replacement delivery or repair.

If such removal of the defect is impossible or inappropriate for us, you are entitled to request a discount on the purchase price. In this case, you can keep the product and we will refund you part of the purchase price. At the same time, you can also withdraw from the sales contract. In this case, you send the product back to us and we will refund the full purchase price.

The consumer has the responsibility to contact us no later than 14 days from the date of arrival of the product for any type of complaint and / or dispute.

How do you make a complaint?

In the event of a withdrawal from the sales contract or a complaint, please contact Supreme Ozone Oil no later than 14 days after the delivery of the product.

You can start the practice with one of our consultants by contacting Supreme Ozone Oil via chat or email as listed below.

1. Fill out the complaint form you find HERE

2. Email the form and product images to our Supreme Ozone Oil offices info@supremeozoneoil.com

3. Once confirmed by our management, we will instruct you on how to return the goods.

Our shipping address is as follows.

SUPREME OZONE OIL - Via S.Rocco 5, Corniglio 43021 (PR) - Italy

NB. Please do not send the product without first contacting our administration and receiving the "RMA Number"

In the event that you fill out the form without the help of our staff, do not forget to mention the product defect or how it manifests itself and, if necessary, the method of handling the complaint you want.

On the progress of the complaint, in particular on its acceptance, processing or rejection, you will be informed in writing, by e-mail or SMS. We can also contact you by phone.

We will decide on the complaint without delay. As a rule, the resolution of a complaint, including the removal of the defect, does not take more than 30 days. Otherwise, you have the right to withdraw from the sales contract. To meet this deadline, it is essential to provide the necessary cooperation.

 

Change of Idea

If you have changed your mind, we may offer you a refund provided that

Refunds are made within 14 days of purchase (for purchases in November and December, refunds are possible up to January 31 of the following year); And
you are able to provide satisfactory proof of purchase; And
the goods are in salable condition, i.e. they have not been used with all original sealed packaging or tags attached and the product seal is not broken or tampered with; And
Our team members will evaluate the item (in-store and online returns) to determine if a refund will be offered in accordance with our return policy. Please note that delivery and gift wrapping costs are non-refundable for returns in the event of a change of mind.

Tax of Refueling

Supreme Ozone Oil can request a restock-fee of 5 Euros at any time.

Contacts

For any questions regarding complaints, contact us at the e-mail address info@supremeozoneoil.com or via whatsapp or chat via our website supremeozoneoil.com

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