Shipping & Return Policy

Shipping Policy

At Onoiru.eu, we are committed to providing efficient and reliable shipping services for our organic yerba mate products to customers across the European Union. Our goal is to ensure that you receive your order promptly and in perfect condition.

Shipping Options and Costs

We offer a variety of shipping options to meet your needs. The available shipping methods, estimated delivery times, and associated costs are calculated based on your delivery address and the items in your cart. These details will be clearly presented during the checkout process on our webshop.

Shipping Destinations

We ship to all EU countries listed in our webshop. Please ensure your delivery address is within one of these countries to place an order. Our organic yerba mate is available to customers throughout the EU, bringing the authentic taste of South America to your doorstep.

Order Processing Time

Orders are typically processed within 1-2 business days. Once your order is shipped, you will receive a confirmation email with tracking information, if available, allowing you to monitor your package’s journey.

Delivery Times

Delivery times vary depending on the shipping method selected and your location within the EU. Standard shipping generally takes 3-5 business days. For precise delivery estimates, please refer to the information provided at checkout. Note that delivery times may vary due to factors such as customs processing or local holidays.

Free Shipping

From time to time, we may offer free shipping promotions. Check our shop for current offers and eligibility details.

Shipping to Distributors and Partners

For distributors and partners, we offer tailored shipping terms to suit your business needs. Please contact our sales team directly to discuss and agree upon individual shipping arrangements.

Return Policy

We strive to ensure your complete satisfaction with every purchase of our organic yerba mate. If you are not fully satisfied, you may return your order within 14 days of receipt, subject to the conditions outlined below, in compliance with EU consumer protection laws.

Right of Withdrawal

Under EU consumer law, you have the right to withdraw from your purchase within 14 days without providing a reason. The withdrawal period begins the day you receive your order and expires 14 days later. To exercise this right, you must notify us of your decision to withdraw via an unequivocal statement, such as a letter sent by post or an email. While not mandatory, you may use the model withdrawal form provided by EU regulations.

Conditions for Returns

To be eligible for a return, the following conditions must be met:

• The product must be unused, unopened, and in its original packaging to ensure hygiene, as yerba mate is a food product.

• The product must be in the same condition as when received.

• You are responsible for return shipping costs, unless the product is defective or not as described.

Due to health and hygiene regulations, opened or used yerba mate products cannot be returned, as they are considered unsuitable for resale once the packaging is unsealed.

Returns Process

To return a product, please follow these steps:

1. Contact our support team to initiate the return process and obtain a return authorization.

2. Securely pack the product in its original, unopened packaging.

3. Ship the package to the address provided by our support team.

4. Once we receive and inspect the returned product, we will process your refund or exchange.

Refunds

If eligible, your refund will be processed within 14 days of receiving the returned product. The refund will be issued to the original payment method used for the purchase. Please note that original shipping costs are non-refundable unless the return is due to a defective or incorrect product.

Defective or Incorrect Products

If you receive a defective product or an item that does not match the description provided, please contact our customer service team immediately. We will arrange for a replacement or a full refund, including any associated shipping costs, at no additional cost to you.

Non-Returnable Items

Opened or used yerba mate products cannot be returned due to hygiene concerns, as stipulated by EU regulations for food products.

Contact Information

For any questions regarding shipping or returns, or to initiate a return, please contact our support team. We are dedicated to ensuring your experience with Onoiru.eu is exceptional.

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​Additional Notes

• Yerba Mate Specifics: As a food product, yerba mate has a shelf life of approximately 2-3 years when stored properly in a cool, dry, and dark place. However, for returns, EU regulations specify that food products like yerba mate must remain unopened to be eligible for return due to hygiene concerns .

• EU Compliance: Our policies adhere to the EU Consumer Rights Directive 2011/83/EU, ensuring your rights are protected while maintaining hygiene standards for our organic yerba mate products.

• Distributor Agreements: For businesses interested in distributing our organic yerba mate, please reach out to our sales team to discuss customized shipping and return terms tailored to your needs.