Cancellation and Returns Policy

1. Right to cancel

Consumers generally have the right to cancel an online purchase within 14 days without giving a reason.

For goods, the cancellation period generally begins when you, or a third party nominated by you other than the carrier, receive the goods.

Where multiple goods forming part of one order are delivered separately, the relevant period generally begins when the final item is received.

After notifying us within the applicable cancellation period, you have a further 14 days to return the goods.

2. Requesting a return or cancellation

Returns and cancellations are handled through OCAI.pro. Contact support@ocai.pro.

Where possible, provide your name, order number and the product or products concerned. For faulty, damaged, incorrectly supplied or non-conforming products, please also provide a brief description of the problem.

You do not need to give a reason when exercising your statutory cancellation right. OCAI.pro will provide the appropriate return instructions and return address. This procedure does not restrict your statutory cancellation rights.

3. Return addresses and multiple suppliers

OCAI.pro may use multiple suppliers, warehouses and logistics or fulfilment partners for storage, order fulfilment and delivery. The appropriate return address may therefore vary depending on the product, order, supplier or country.

Products within the same order may have been fulfilled by different parties and may therefore need to be returned to different locations. OCAI.pro will provide the appropriate instructions.

A supplier or fulfilment partner does not automatically become the contractual seller merely because it stores, dispatches or receives returned goods. Unless expressly stated otherwise during the ordering process, OCAI.pro remains the consumer’s central point of contact.

4. Return costs

OCAI.pro may offer a return label or another return method. Any cost payable by you will be communicated before use.

For faulty, damaged, incorrectly supplied or non-conforming goods, contact OCAI.pro before returning the product. Where OCAI.pro is responsible for the return costs under applicable law, instructions will be provided for a free or reimbursed return.

5. Handling and reduction in value

You may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning. Where permitted by law, we may make an appropriate deduction for any reduction in value caused by handling beyond what is reasonably necessary for that purpose.

Where reasonably possible, retain the original packaging and accessories. The absence of the original packaging does not by itself remove your statutory cancellation rights.

6. Refunds

If you cancel the entire order, we will refund the relevant payments received, including the cost of our least expensive standard delivery method. Additional costs resulting from your choice of a more expensive delivery method are not refundable to the extent permitted by law.

Refunds will be made without undue delay and within the period required by applicable law.

For returned goods, we may withhold the refund until we have received the goods back or you provide evidence that they have been sent back, whichever occurs first.

The refund is processed by or on behalf of OCAI.pro even where the goods are physically returned to a supplier, warehouse or fulfilment partner.

Unless otherwise expressly agreed, the refund will be made using the same means of payment used for the original transaction.

7. Exceptions

Statutory cancellation rights do not apply in certain circumstances, which may include personalised or made-to-order goods, goods liable to deteriorate or expire rapidly, certain sealed health or hygiene products after they have been unsealed, goods inseparably mixed with other items after delivery, certain unsealed audio/video/software products and certain digital content where the statutory requirements have been met.

Other statutory exclusions under applicable law remain applicable.

8. Faulty, damaged or incorrect goods

Cancellation rights are separate from your statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.

Contact support@ocai.pro with your order number and a description of the problem. Nothing in this policy limits your statutory consumer rights.

9. Model cancellation form

Suppliers, fulfilment, delivery and returns processing

OCAI.pro may use external suppliers, manufacturers, distributors, warehouses, carriers and fulfilment partners to fulfil orders.

Products forming part of the same order may therefore be dispatched separately, originate from different warehouses or countries and arrive at different times.

The use of external parties for storage, packaging, dispatch, logistics or returns processing does not alter the identity of the contractual seller disclosed to the consumer during the ordering process.

Unless expressly stated otherwise before the contract is concluded, OCAI.pro remains the consumer’s central point of contact for order fulfilment, cancellations, returns, refunds and statutory rights relating to the goods supplied.

Consumers should not independently return goods to the sender’s address shown on the packaging, a supplier, warehouse or fulfilment partner. OCAI.pro will provide the appropriate return address after the return has been notified. This address may vary by product.

Where an order contains products fulfilled by different suppliers or fulfilment partners, separate return addresses and instructions may apply.

A supplier, warehouse or fulfilment partner does not automatically become the contractual seller merely because it stores, packages, dispatches or receives returned goods and is not automatically responsible for issuing a refund.

The use of external suppliers and fulfilment partners does not limit or exclude any mandatory statutory consumer rights under applicable law.