refund & returns
policy

We want to ensure that you have a satisfying experience with your purchase. This Refund and Returns Policy outlines the guidelines and procedures for returning or refunding products from our online shop. Please read the following information carefully.

Eligibility For Returns And Refunds

We accept returns and refund requests for the following reasons:

• Damaged or defective products received.
• Incorrect items shipped (wrong size, flavor, or product).
• Change of mind or preference.

Insurance, in Case of Loss

Reporting deadlines

if more than 5 business days (for USA: 15 days) pass without the tracking being scanned by the carrier, we will file a claim with the carrier to track down the lost package (usually we receive a response within 8 business days). Before starting any refund procedure, we must wait for the carrier to confirm the loss.

Refunding conditions

You have subscribed our insurance: once we have received confirmation of loss from the carrier, we will issue a refund for the full insured value.

You have not subscribed our insurance: we will open a claim with the courier and, depending on their conclusions, we will refund the amount allocated by the courier. We usually receive the investigation result within 3 months from the opening of the claim.

Insurance, in Case of Damage to the Products

Reporting Deadlines

Any damage must be reported within 5 business days from the delivery date. After this period, the request for reimbursement will not be reviewed by our insurance and no refund can be established.

Documents

• A photo showing the bottles damaged, inside the original box, with all original protection material
• A photo of the packing material used inside the box
• A close-up photo of the shipping label on the damaged package showing the tracking number.
• A photo of the bottles received to enable us to register on the inventory the broken bottles (comparing this to information supplied on the commercial invoice initially provided).

Refunding conditions

You have subscribed our insurance: Once we have received all the requested documents above and identified the damaged bottles, we will issue a refund for the full insured value.

NB: insurance does not cover stained or torn labels.

You have not subscribed our insurance: we will open a claim with the courier and, depending on their conclusions, we will refund the amount allocated by the courier (see Terms and Conditions on page 17). We usually receive the investigation result within 3 months from the opening of the claim.

Non-Refundable Damages

Couriers do not consider as refundable the damages:

• due to temperature changes while the shipment is in transit. It is suggested to avoid shipping, especially in the summer, to states with frequent extreme temperatures;
• to wax capsules;
• to labels.

Return Period

• If you encounter any issues with your order or wish to return a product due to a change of mind, please contact our customer service team within 14 days of receiving the product.
• Return requests made after 14 days will be considered on a case-by-case basis.

Return Process

• To initiate a return or refund request, please contact our customer service team via email at hello@onebelvedere.com.
• Provide your order number, a detailed description of the issue, and any relevant information.
• Our customer service team will review your request and guide you through the return process.

Condition Of Returned Items

• Returned items must be in their original packaging and in the same condition as when you received them.
• Please ensure that all seals, labels, or tags are intact and undamaged.
• We reserve the right to refuse returns if the items do not meet the above criteria.

Return Shipping

• If the return is due to our error (e.g., damaged, defective, or incorrect item), we will provide a prepaid shipping label or arrange for a pickup at our expense.
• If the return is due to a change of mind, the customer will be responsible for the return shipping costs.

Refund Process

• Once we receive the returned item and verify its condition, we will initiate the refund process.
• Refunds will be issued in the original form of payment used during the purchase.
• Please note that it may take a few business days for the refund to appear in your account, depending on your payment provider.

Exchanges

• We currently do not offer direct exchanges. If you wish to exchange a product, please follow the return process outlined above, and place a new order for the desired item separately.

Non-Returnable Items

• For health and safety reasons, we cannot accept returns or issue refunds for perishable items such as food products once they have been opened or used.

Customer Satisfaction

• Our priority is your satisfaction, and we strive to resolve any issues promptly and fairly.
• If you have any questions or concerns regarding our products or services, please don’t hesitate to contact our customer service team at hello@onebelvedere.com. We are here to assist you.

Please note that this Refund and Returns Policy is subject to change without prior notice. It is recommended to review this policy periodically to stay updated.
Thank you for choosing onebelvedere.com. We appreciate your support and look forward to serving you again in the future.

Email: hello@onebelvedere.com