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.

Returns

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.

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

• Eligibility: We accept returns on all new and unused products within 7 days of delivery. If more than 7 days have passed since your purchase was delivered, unfortunately, we cannot offer you a refund or exchange.

• 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 after 7 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 info@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 info@onsra.com.