Refund Policy
🔁 Returns and Refund Policy – Ongly Care
Your satisfaction is our priority 💅
Last updated: August 1, 2026
At Ongly Care, we want you to be completely satisfied with your order.
This policy explains the procedures applicable to returns, exercising the right of withdrawal, refunds, and defective, damaged, or non-conforming products.
It supplements our General Terms and Conditions of Sale .
1. Right of withdrawal
If you are a consumer customer, you have a statutory period of 14 days from receipt of your order to exercise your right of withdrawal, without having to justify your decision.
When several products from the same order are delivered separately, the period begins on receipt of the last product concerned.
To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires.
You may, in particular, send us a clear and unambiguous statement by email:
📧 info@onglycare.com
You do not have to justify your decision.
To facilitate the processing of your request, we recommend providing:
- your order number;
- your first and last name;
- the email address used when placing the order;
- the product or products concerned;
- the date on which the order was received.
This information helps us identify your order more quickly, but exercising your right of withdrawal is not subject to the use of any specific wording.
2. Deadline for returning the product
After informing us of your decision to withdraw, you have 14 days to return the product or products concerned.
We will send you the practical information and the address to use for the return by email.
ℹ️ Important: contacting our customer service is intended to provide you with the instructions required for the return. It does not constitute a request for authorization to exercise your legal right of withdrawal.
To facilitate tracking your return, we recommend keeping the parcel’s shipping receipt and using a shipping method that allows tracking.
3. Condition of returned products
You are authorized to handle the product to the extent necessary to determine its nature, characteristics and proper functioning, as you could reasonably do before purchasing it in a store.
Simply opening a product's packaging does not automatically result in the loss of the right of withdrawal, except where a statutory exception applies, particularly to certain products sealed for reasons of hygiene or health protection.
Where possible, we ask you to return the product with its accessories, instructions and original packaging so that it can be identified and processed under the best possible conditions.
The absence of the original packaging does not, in itself, remove the statutory right of withdrawal.
However, you may be held liable for any depreciation of the product resulting from handling beyond what is necessary to verify its nature, characteristics and proper functioning.
4. Products excluded from the right of withdrawal
In accordance with the regulations, certain products may be excluded from the right of withdrawal when the statutory conditions are met.
The following are notably concerned:
- products made to the customer's specifications or clearly personalized;
- products delivered sealed which, after being unsealed by the customer, cannot be returned for reasons of health protection or hygiene;
- other goods or services expressly excluded from the right of withdrawal by the applicable regulations.
⚠️ Hygiene products: this exception does not automatically apply to all Ongly Care products. It concerns only products that genuinely meet the statutory conditions allowing their return to be excluded after the seal has been broken for reasons of hygiene or health protection.
5. Return costs in the event of withdrawal
In the event of a simple change of mind and exercise of the right of withdrawal, the direct return costs are borne by the customer.
This rule does not apply when a return is due to an error by Ongly Care, a non-conforming product, or a defect covered by the statutory warranties.
6. Refund after withdrawal
When the right of withdrawal is validly exercised, Ongly Care will refund the relevant amounts without undue delay and no later than 14 days from the date on which we are informed of your decision to withdraw.
For sales of goods, we may defer the refund until we have received the product or until you provide proof that it has been shipped, whichever occurs first.
When the withdrawal concerns the entire order, the delivery costs initially charged are also refunded up to the cost of the standard delivery method offered for the order.
If you deliberately chose a more expensive delivery method than the standard delivery method offered, the corresponding surcharge will not be refunded.
If the withdrawal concerns only part of the order, any refund of delivery costs is determined in accordance with the applicable legal rules and based on the actual impact of the return on the order’s delivery costs.
The refund is issued using the same payment method used for the order, unless you expressly agree with the customer to use another method that does not incur any additional fees.
7. Damaged, defective, or non-conforming product
The right of withdrawal due to a change of mind is separate from the rights you have when a product is defective, damaged, incomplete, or does not conform to your order.
If you notice a problem upon receipt or during normal use of a product, contact us at:
📧 info@onglycare.com
To facilitate the processing of your request, you may provide us with your order number and, where useful, photographs or a description of the problem observed.
Consumers notably benefit from the statutory warranty of conformity and the statutory warranty against hidden defects, in accordance with the conditions specified in our Terms and Conditions of Sale .
When a return is required under a statutory warranty or due to an error attributable to Ongly Care, the costs necessary to bring the product into conformity are not borne by the consumer.
The absence of the original packaging cannot, by itself, remove the rights arising from statutory guarantees.
8. Exchanges
If you wish to replace a product ordered with another reference, size, or variant for personal convenience, please contact our customer service team.
Depending on the situation, we may offer you the option of returning the product concerned in accordance with the applicable conditions and then placing a new order.
This commercial procedure is separate from any replacement that may be requested under the statutory conformity guarantee.
9. Professional orders
The statutory right of withdrawal described in the preceding sections is intended for customers acting as consumers.
Orders placed as part of a professional activity are not, in principle, eligible for the right of withdrawal granted to consumers, subject to any specific legal provisions that may apply.
For any return request concerning a professional order, please contact info@onglycare.com . Any commercial returns will be reviewed on a case-by-case basis, without prejudice to applicable legal guarantees.
10. Standard withdrawal form
You may use the template below to inform us of your decision to withdraw. Its use is not mandatory.
For the attention of:
ONGLY CARE SAS
22 Rue Emeriau, BP73
75015 Paris – France
E-mail: info@onglycare.com
I hereby inform you of my decision to withdraw from the contract concerning the sale of the following product(s):
Product(s): ..............................................................................
Order number: ................................................................
Ordered on: ............................................................................
Received on: ....................................................................................
Consumer’s name: .................................................................
Consumer’s address: ............................................................
Date: ........................................
Consumer’s signature, only if the form is sent by post.
11. Need help?
For any questions regarding a return, refund, or defective product, our customer service team is at your disposal:
ONGLY CARE SAS
22 Rue Emeriau, BP73
75015 Paris – France
Thank you for your trust 💅
The Ongly Care team