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REFUND AND 
RETURNS POLICY

The following policy applies to all purchases made via www.onfaya.de.

 

1. General Information

ONFAYA GbR is a print-on-demand brand. All products are made to order and fulfilled by our production partners (primarily Printify). Because each item is custom produced specifically for you, returns and exchanges are limited and subject to the terms below.

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2. No Returns for Buyer’s Remorse or Wrong Size

Please note that returns or exchanges due to size issues, color preferences, or change of mind are not accepted. Product measurements and images are available on each product page to help you choose the right size and style.

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3. Damaged, Misprinted or Defective Items

If your order arrives damaged, misprinted, or with a production defect, we will gladly replace the item or issue a refund.

To initiate a claim, please contact us within 7 days of delivery by email at info@onfaya.de with the following:

  • Your order number

  • A clear photo of the issue (damaged/defective area)

  • A description of the problem

We will respond within 2–5 business days and provide you with the next steps.

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4. Lost or Delayed Shipments

If your package is significantly delayed or lost in transit, please reach out to us. We will investigate the issue and, if necessary, reissue or refund your order. Please allow up to 30 days for international orders before reporting a lost item.

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5. How Refunds Are Processed

Approved refunds will be processed back to your original payment method. Please allow 5–10 business days for the transaction to appear on your bank or credit card statement.

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6. Returns Address

Do not return your items to our business address or to Printify directly unless instructed to do so. All returns must be coordinated through our customer service.

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7. EU Right of Withdrawal (for Consumers)

Under EU law, consumers may have a 14-day right of withdrawal for non-customized products. Since all ONFAYA products are custom-made on demand, this right does not apply as per Article 16(c) of the EU Consumer Rights Directive.

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