Refund policy

RETURN & REFUND POLICY
Onimo B.V.
Last updated: 28 July 2026

SUMMARY

You have the right to return your purchase within 14 days of delivery, no questions asked. If your product is defective, we ship a replacement right away, before we receive the old one back. Nothing in this policy limits your statutory rights as a consumer under EU law.

1. RIGHT OF WITHDRAWAL (14 DAYS)

If you are a consumer in the European Union, you may withdraw from your purchase within 14 days of the day you (or a person you designated) received the goods, without giving any reason.

To exercise this right, notify us within that period by email at support@onimo.com. A clear statement that you wish to withdraw is sufficient. You may use the model withdrawal form at the bottom of this policy, but this is not obligatory. You then have a further 14 days to send the goods back to us.

2. HOW TO RETURN

Contact us at support@onimo.com before sending anything back. We will confirm your return and provide the return address and instructions. Please do not ship a return without contacting us first, as this may delay your refund.

3. RETURN SHIPPING COSTS

You bear the direct cost of returning the goods, unless the product is defective or we delivered the wrong item. We recommend using a tracked shipping method, as the goods remain your responsibility until they reach us.

4. REFUNDS

Once we have received the returned goods, or you have provided proof of having sent them back, whichever is earlier, we will refund all payments received from you for the returned items, including standard delivery costs (but not any additional costs arising from your choice of a delivery method other than our least expensive standard option).

Refunds are issued within 14 days, using the same payment method you used for the original transaction, at no cost to you.

5. CONDITION OF RETURNED GOODS

You may inspect the product as you would in a physical store: unpack it, look at it, try it on your pet’s collar. If the value of the product is diminished by handling beyond what is necessary to establish its nature, characteristics and functioning, we may deduct that diminished value from your refund.

6. EXCEPTIONS

The right of withdrawal does not apply to:

a. Products personalised to your specifications, such as accessories printed with your custom text.
b. Prepaid service credit that has already been redeemed for services. Unredeemed credit purchased within the last 14 days is refunded in full as part of a withdrawal.

7. DEFECTIVE PRODUCTS AND WARRANTY

All Onimo products are covered by the legal guarantee of conformity under EU law. This means you are entitled to a product that does what it should, for as long as can reasonably be expected, and in any case for no less than two years.

If your product develops a fault, contact support@onimo.com. Our support team can read your device’s diagnostic status remotely in most cases, so we can usually confirm a hardware fault without you having to send anything in.

When a fault is confirmed, we ship a replacement immediately. You do not wait for us to receive and inspect the old device first. Where we need the old device back, we include a prepaid return envelope with the replacement. If a requested return is not received within 30 days, we reserve the right to charge for the replacement device.

Shipping costs for warranty replacements are always paid by Onimo.

8. RECYCLING

If we tell you the old device does not need to be returned, please do not dispose of it in household waste. Onimo products contain a lithium battery and electronics, and are marked with the crossed-out wheeled bin symbol. Hand the device in at your local collection point for small electrical appliances, free of charge.

9. CONTACT

Onimo B.V.
Email: support@onimo.com

MODEL WITHDRAWAL FORM

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

To: Onimo B.V., support@onimo.com

I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature (only if this form is notified on paper):
Date: