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Exchanges and Returns

The policy we have for you

ONWILD is dedicated to offering the best experience to its Customers. This extends to the service policy, with a focus on meeting any and all Customer needs. When purchasing an item in our Online Store (at www.onwild.net), the customer is automatically covered by the Satisfaction Guarantee, under which they can exchange an item within the first 14 (fourteen) days, if it has not met the your expectations. Last updated July 11, 2024.

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1. Satisfaction Guarantee

1.1 The ONWILD Guarantee

Without prejudice to the rights of return available to them under the terms set out below, ONWILD guarantees its Customers a period of 14 (fourteen) days to check whether the item purchased meets their expectations. If, during this period, you find that the item purchased does not meet your expectations, you can ask us to exchange it for another item(s) sold by ONWILD.

In order for the item to be exchanged, you must comply with the conditions set out below in Point 3 (CONDITIONS OF THE ITEM TO BE EXCHANGED OR RETURNED), being in the original condition in which it was sold to you by us.

This Guarantee and right to exchange is not applicable to any of the items listed below in Point 4 (ITEMS NOT SUBJECT TO EXCHANGES OR RETURNS).

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1.2 Start the Exchange Process

To start the exchange process, you must send an email to info@onwild.net indicating the item and the respective invoice, mentioning the reason for the exchange. You must then send the item via courier to the ONWILD address, with the return shipping cost being borne by the Customer.

ONWILD will analyze the condition of the item and reserves the right to reject its exchange, in which case it will contact the Customer so that they can collect it, at their own expense. We may accept, on a case-by-case basis, scheduling collection and shipping to the address indicated by the Customer, without prejudice to requiring the Customer to make the necessary payment for such transportation.​

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1.3 Refund and Exchange for New Items

If ONWILD determines that the item is capable of being exchanged and within the respective period of 14 (fourteen) days, it will issue a credit note in favor of the Customer for the price of the exchanged product (value on the respective invoice). This credit note can be partially or fully deducted from new purchases at ONWILD, in the Online Store (at www.onwild.net), after it has been assigned to the Customer's account. The credit note is valid for 1 (one) year.

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1.4 Other Rights

The Satisfaction Guarantee is provided under the precise terms indicated above. Any rights relating to repentance and return, namely those indicated below in Point 2 (RETURNS OF PURCHASES ON ONWILD.NET) are only applicable to consumers (individual who makes the purchase outside the scope of commercial, industrial, artisanal or professional activity or that, in relation to an asset with mixed use, it appears that the commercial purpose is not predominant in the overall context of the purchase and sale contract). If the Customer does not qualify as a consumer (for example, if the purchase was made by a company), and outside of the cases covered by the Satisfaction Guarantee, the evaluation of any exchange/return request raised by the Customer will be subject to a case-by-case evaluation of ONWILD and may be refused by it, at its free discretion.

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2. Return of Purchases at onwild.net

2.1 What is the return period?

The consumer can return purchases made at www.onwild.net within 14 days, counting from the date of delivery or collection of the product.

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2.2 How is the refund made?

Consumer refunds are always made using the same payment method as the purchase. In the case of a return, the refund will be made after validating compliance with the return conditions described below.

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2.3 Can any item be returned?

Any item may be returned by a consumer within the aforementioned deadlines provided that:

(i) Respect the conditions set out below in Item 3 (CONDITIONS OF THE ITEM TO BE EXCHANGED OR RETURNED); It is

(ii) Does not correspond to any of the items set out below in Item 5 (ITEMS NOT SUBJECT TO EXCHANGES OR RETURNS).

ONWILD clarifies that with regard to purchases made on onwild.net, the consumer has the right to inspect, with due care, the nature, characteristics and functioning of the good, but that the consumer may be held responsible for the depreciation of the good, if the manipulation carried out to inspect the nature, characteristics and functioning of that good exceeds the manipulation that is usually permitted in a commercial establishment.

In case of violation of any of these points, we reserve the right to reject the return (and the consequent refund) or exchange or pass on the cost of depreciation of the good due to abusive inspection/handling to the consumer, in this case deducting it from the amount to be refunded. or assign the economic value of the asset's depreciation as credit for new exchanges.

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2.4 How do I return an item purchased from onwild.net?

To return an item purchased on onwild.net, the consumer may:

(i) Send an email with the item problem and your invoice; or

(ii) Send the item to the ONWILD facilities with the indication “Commercial Return” (ONWILD - Rua Dr. José Saraiva, Nº 12 3ºB, 1800-183 Lisboa).

ONWILD will analyze the condition of the item and reserves the right to reject its return, in which case it will contact the Customer so that they can collect it, at their own expense, and may charge them for the costs of the collection made by ONWILD. We may accept, on a case-by-case basis, scheduling shipping to the address indicated by the Customer, without prejudice to requiring the Customer to make the necessary payment for such transportation.

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2.5 Error filling in the address, unclaimed orders and orders returned by the customer

Orders with Wrong Address - If the order is placed with an address considered insufficient by the carrier, the shipment will be returned to our facilities. The customer will be responsible for reshipping costs once we confirm the correct address.

Unclaimed Orders - Unclaimed orders will be returned to our facilities, with the customer being responsible for the cost of a new shipment, once the address has been confirmed.

Returned orders - For returned orders see point 3 immediately below.

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3. Conditions of the Item to be Exchanged or Returned

ONWILD informs that returned goods will only be accepted if they scrupulously respect the following conditions:

(i) The returned item must be in the same condition as it was sold, intact and without any marks/damage from use;

(ii) You will need to return the item along with its pristine packaging, manuals and accessories;

(iii) Along with the returned item, you will have to attach the invoice containing the same item.

Shipping the product to our facilities is the responsibility of the customer.

Remember: in order for the Customer to be compensated for the return or exchange, through a refund or credit note, the product must be in a condition that can be resold by ONWILD. When returning a product, make sure that it is in a condition to be purchased by another Customer. Consider, in this exercise, your own individual pre-disposition to purchase the product you are returning, if you were interested.

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4. Items Not Subject to Exchanges or Returns

Except for technical anomalies, there are items that, due to their nature (for reasons of hygiene, safety, manufacturer's recommendations, etc.) cannot be accepted for returns/exchanges.

Without prejudice to the Customer's other rights, provided here or in applicable legal regulations, exchanges or returns of:

(i) Towels, bed linen;

(ii) Clothing.

In case of violation of any of these points, we will not be able to accept the return/exchange (and the consequent refund or issuance of a credit note).

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5. ONWILD Advice and Tips

Before completing a purchase, the Customer must ensure that the product they are purchasing is truly the one that will meet their expectations and that it will be in line with their interests and be suitable for the use that the Customer intends to give you. The Internet is a powerful tool for information and clarifying doubts.

Therefore, without prejudice to the usefulness of the reflection period for the Customer, before completing a purchase, ONWILD recommends its Customers to read and, if possible, comply with the following points:

  • (i) Make sure the product meets what you want.

  • (ii) Search for the product on search engines, watch videos of the product on YouTube or ask your questions through one of our contacts. Don't forget: the internet is a powerful tool for information and clarifying doubts.

  • (iii) Check if you have any friends, colleagues or relatives who have the product you want to buy and, if so, see if you can get feedback.

  • (iv) After purchasing the product, always be careful when opening the box/packaging, and see how the equipment, accessories and manuals are arranged inside the box/packaging.

In the case of a return/exchange, the more you respect the conditions under which you return the product, the easier it will make the task for all parties involved.

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