OF DREAMS & KNOWLEDGE® Returns and Refunds Policy

At OF DREAMS & KNOWLEDGE®, we stand behind the quality and integrity of our products. This policy explains (a) what happens if an item arrives defective, damaged, or incorrect, and (b) how change-of-mind returns work for EU/EEA/UK and for international (non-EU) destinations. Nothing in this policy limits your statutory consumer rights where applicable.

1. Eligibility for Returns

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

  1. The item must be unused, in the same condition that you received it, and in its original packaging with all accompanying documents (where applicable).
  2. For health and hygiene reasons, products are returnable for change-of-mind only if they are unopened and any security seal/ribbon is intact.
  3. The product must be preserved under proper storage conditions:
    • Products should be stored in a cool, dry place, away from direct sunlight.
  4. Time limits:
    • EU/EEA/UK customers: You may withdraw from your purchase within 14 calendar days from the date you (or a third party you designate) receive the goods. After you notify us, you must send the goods back within 14 calendar days of your notice.
    • All other destinations: Return requests must be initiated within 14 calendar days from the delivery date.
  5. A receipt or proof of purchase is required to process your return. If you are returning only part of an order, you may provide a copy or electronic proof of purchase.

2. Return Process and Addresses

To return a product, follow these steps:

  1. Contact Customer Care:
    • Visit the Contact Us page to notify our team. If the item is defective, damaged, or incorrect, include details and any supporting documentation, such as photos.
  2. Return Confirmation & Instructions:
    • We will confirm the return instructions (address, packaging requirements, and next steps). For EU/EEA/UK withdrawals, this step does not restrict your withdrawal right; it ensures the return is handled correctly and safely.
  3. Prepare the Item for Return:
    • Securely package the item in its original packaging with the relevant documents and proof of purchase (where applicable). For change-of-mind returns, the product must be unopened and any security seal must remain intact.
  4. Return to Warehouse:
    • Full Address: OF DREAMS & KNOWLEDGE, Patras Science Park, Stadiou Str., Rio-Platani, 26504, Patras, Greece.

If we arrange a carrier pickup (e.g., for approved defective/incorrect claims or where a pickup is agreed), collection will be handled by our partner carrier from the delivery address provided at the time of order placement.

Note: If any of the above conditions are not met (including opened packaging or a broken seal in a change-of-mind return), your request may be refused or the item may be returned to you at your cost.

3. Refunds

If your return is approved, your refund will be processed to your original payment method after we receive and inspect the returned item(s). Our internal processing target is within 7 business days of receipt/inspection (bank processing times may add additional days). Where a different timeframe is required by law, we will follow the applicable legal timeframe.

Late or Missing Refunds

  • Check your bank account or credit card statement for the refund.
  • Contact your credit card company or bank if the refund isn’t posted after several days.
  • If the issue persists, contact us at info@ofdreamsandknowledge.com for assistance.

Note:

  • Defective, damaged, or incorrect items: We will replace the item at our cost (including outbound and return shipping). If replacement is not possible, we will refund you accordingly.
  • Change-of-mind returns (unopened & seal intact only):
    • EU/EEA/UK: We will refund the returned goods in accordance with applicable withdrawal rules. If you paid a separate delivery charge, the refund will include the cost of standard delivery (where applicable). Return shipping costs are borne by the customer unless we failed to inform you of this obligation before purchase.
    • Non-EU international destinations: Where delivery costs are included in the product price and/or where we ship Delivered Duty Paid (DDP) (duties/taxes paid on your behalf), outbound delivery costs and any duties/taxes/customs fees that are non-recoverable are not refundable for change-of-mind returns. If we arrange return collection, the actual return shipping/collection cost will also be deducted. The refund amount is calculated after these costs are confirmed and deducted from the order total for the returned item(s).

4. Exchanges

We replace items only if they are defective, damaged, or incorrect. If you need a replacement for the same item:

  1. Email us at info@ofdreamsandknowledge.com within 14 calendar days of receiving the item (or contact us via our Contact Us page).
  2. Follow the return process outlined above. For approved defective/damaged/incorrect claims, we will cover both the return shipping and the replacement shipping.

5. Shipping Costs and Responsibility

  • Change-of-mind returns: Customers are responsible for the cost of return shipping. If you choose to use your own carrier, you pay the return shipping directly to the carrier. If a return pickup/shipping label is arranged by us at your request (where available), the actual cost may be deducted from the refund.
  • Non-EU DDP shipments (international): Where duties/taxes/customs fees are paid on your behalf under DDP, these charges may be non-recoverable and are not refundable for change-of-mind returns. Where delivery costs are included in the product price, outbound delivery costs are also not refundable for change-of-mind returns.
  • For higher-value items, we recommend using a trackable shipping service and, where appropriate, shipping insurance. Without tracking/proof of shipment, we may be unable to confirm receipt or process the return.

For Defective or Incorrect Items: If the return is due to our error (defective, damaged, or incorrect item), we will cover the cost of return shipping and the replacement shipment (or refund where replacement is not possible).

6. Handling Lost or Stolen Packages

If your package is lost or stolen during delivery:

  1. Notify us within 14 calendar days of the expected delivery date.
  2. We will assist you in contacting the carrier and provide tracking and proof of shipment/delivery details as needed.

Important Notes:

  • If a shipment is confirmed lost in transit by the carrier, we will open and manage the carrier investigation and work with you on a replacement or refund, depending on the investigation outcome.
  • If tracking shows the package as delivered to the address provided at checkout but you cannot locate it, contact us immediately. We will support you in initiating an investigation with the carrier and, where required by the carrier, we may ask for brief confirmation steps (e.g., a non-receipt statement).
  • Customers are responsible for ensuring their shipping address is correct, secure, and accessible for deliveries. If the delivery address was incorrect due to customer error, additional costs may apply to reship or recover the parcel.

Carrier Investigation (if needed):

  • Our team remains your primary point of contact. We will guide you through any carrier-required steps and provide tracking and shipment documentation.
  • If you wish to review the carrier’s general claims guidance, you may use the carrier’s official portal as a reference: FedEx Claims Guidance.

7. Best Practices for Secure Delivery

To avoid delivery issues, we recommend the following:

  • Provide an address where someone is available to receive the package during delivery hours.
  • Use tracking services to monitor delivery progress.
  • Choose secure delivery options, such as requiring a signature or pickup at a designated location, if available.

Need Help?

For questions related to refunds, returns, or exchanges, contact us at info@ofdreamsandknowledge.com.

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