To request a return, click here

ONSRA GmbH Return Policy

At ONSRA GmbH, we are committed to ensuring your satisfaction with your purchase. Our return policy applies to all items in stock, including apparel, skateboards, bikes, and accessories.

Withdrawal notice

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered multiple goods in one order and they are delivered separately, the withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us (ONSRA GmbH, Birkeweg 8, 6024 Hildisrieden, Switzerland, phone: +41 78 223 99 52, email: eu@onsra.com) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an email). You may use the model withdrawal form below, but it is not obligatory.

You can also exercise your right of withdrawal online using our withdrawal function: the "Withdraw from contract here" button in the footer of every page, or directly here: Withdraw from contract here.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us, to the following address:

Return address:
DH Fulfillment
c/o Onsra Europe
Grubwaldstr. 22
78224 Singen
Germany
+49 171 9306978

The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Further return conditions

• Condition: To be eligible for a return, your item must be unused, in the same condition as when you received it, and in its original packaging. We recommend keeping the original box and packaging materials in case you need to return the product.

• Documentation: Please provide your order number when initiating a return.

• Shipping Fees: You are responsible for return shipping costs. These costs may vary depending on the size and weight of the product being returned.

• Fulfillment and Processing Fees: For items returned as new and unused, only the fulfillment, shipping, and processing fees will be deducted from your refund. This includes costs associated with processing, packaging, and handling your order.

Refunds

• Inspection: Once your return is received and inspected, we will notify you via email that we have received your returned item and inform you of the approval or rejection of your refund.

• Processing: If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.

• Deductions: The refund amount will be the original purchase price minus any applicable fulfillment, shipping, and processing fees.

Electric Skateboards Return Conditions

Electric skateboards can be returned within 14 days under the following conditions:

• Fees:

  • Shipping Fee: Non-refundable.
  • Shopify Fee: 1% of the purchase price.
  • PayPal or Stripe Fee: 4% of the purchase price.
  • Damage and Scratches: A charge of $50 or €50 per scratch will apply.
  • Wheels: If the wheels show signs of use, they will be charged at the website's listed price.

• Unused Skateboards:
• • If the skateboard is completely new and unused, only the following fees will be charged:
    • Shipping Fee
    • Shopify Fee: 1% of the purchase price.
    • PayPal or Stripe Fee: 4% of the purchase price.

• Unshipped Skateboards:

  • If your skateboard has not yet shipped, the following fees will apply:
    • Shopify Fee: 1% of the purchase price.
    • PayPal or Stripe Fee: 4% of the purchase price.

Exchanges

We offer exchanges without the need to place a new order. If you wish to exchange an item, please email us at eu@onsra.com and send the product back. As long as there are no damages or scratches, we can work together to find a solution.

Late or Missing Refunds

If you haven't received a refund yet:

• Check Your Bank Account: Ensure that the refund has not been posted.
• Contact Your Credit Card Company: It may take some time before your refund is officially posted.
• Contact Your Bank: There is often some processing time before a refund is posted.

If you’ve done all of this and still have not received your refund, please contact us at eu@onsra.com.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

– To ONSRA GmbH, Birkeweg 8, 6024 Hildisrieden, Switzerland, email: eu@onsra.com
– I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
– Ordered on (*)/received on (*):
– Name of consumer(s):
– Address of consumer(s):
– Signature of consumer(s) (only if this form is notified on paper):
– Date:

(*) Delete as appropriate.