Refund policy
Right of withdrawal
You have 14 calendar days from the date you receive your order to exercise your right of withdrawal without giving any reason.
Conditions for accepting a return
If the item you received is defective, damaged, broken, spoiled, expired, or otherwise unusable, please contact our customer service team at service@offhoo.com, and we will arrange the return for you.
Items excluded from the right of withdrawal
Under current regulations, the right of withdrawal does not apply to the following products:
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Custom‑made or personalised products.
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Perishable goods or products liable to deteriorate quickly.
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Newspapers, periodicals, and magazines (except subscriptions).
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Sealed products that have been opened and are not suitable for return due to health or hygiene reasons.
Return procedure
If you wish to return an item, please follow the steps below:
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Contact our customer service team at service@offhoo.com, stating your order number and the item(s) you wish to return.
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Wait for our confirmation, after which we will provide you with return instructions.
Return shipping costs are to be borne by the customer, unless the return is due to a product defect or a shipping error on our part — in which case the return shipping costs will be covered by Offhoo.
Refund timing and method
Once we have received and inspected the returned item(s), we will process your refund within 3–5 calendar days from the date we receive the return. The refund will be credited back to your original payment method, and no additional fees will be charged to you in this process.
Customer service contact
If you have any questions or concerns regarding returns or refunds, please reach out to our customer service team:
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Email: service@offhoo.com
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Service hours: Monday to Friday, 9:00 AM – 6:00 PM (Spanish mainland time)
Invoice lookup and download
To view or download your invoice, please go to Offhoo — My Account — Order Details. If you need further assistance, please contact us at service@offhoo.com with your order number.