Complaints & Buyer Support Guide

If Onbold is the seller shown on your order, you can contact us directly about the purchase. You do not need to resolve the matter with the underlying supplier before asking us for help.

Contact us

You can also write to Onbold Commerce Limited at the registered office below. Where an online withdrawal function is provided with your order, you may use that function as well. You do not need to use a particular form of words to make a valid withdrawal declaration.

What to include

Please provide your order reference if available, the email address used for the order, a brief description of the problem, relevant dates and the outcome you are seeking. Include relevant evidence, such as correspondence or photographs, where it helps explain the issue.

Do not send a full card number, card security code, password or one-time authentication code. We may ask for proportionate information to locate the purchase or confirm we are dealing with the right person. If you cannot find your order reference, contact us with the information you do have.

Tell us if you need help communicating with us or using the process so we can discuss an appropriate arrangement.

How we handle your case

We record the issue, assess its urgency and direct it to the appropriate person. We may check order, payment, delivery or access records and obtain information from the supplier or another relevant provider. We will seek clarification where needed and explain the outcome and any action being taken.

If you disagree with the outcome, reply to the case correspondence or contact complaints@onbold.com and ask for a review. Explain what you believe has been missed. Where practicable, the review will involve someone other than the person who made the original decision.

We aim to resolve matters without undue delay. A complaint investigation does not suspend a statutory refund or other applicable deadline. We will tell you where a matter needs further investigation rather than treating silence as resolution.

Withdrawal, cancellation and product problems

A withdrawal right, cancellation of future subscription renewals, a claim for faulty or missing goods, and a complaint are different matters. We will assess the substance of your request, even if you have used a different label. You do not need to make a formal complaint before exercising a right.

The Buyer Terms and the information supplied with your purchase explain the applicable treatment. Consumer rights depend on the type of purchase and relevant law; business purchases may have different rights. Starting digital content or services does not by itself establish that every withdrawal right has been lost.

For a qualifying goods withdrawal, follow the return instructions provided. Evidence that you have sent goods back may be relevant to refund timing; carrier tracking is not the only possible evidence. A supplier's payment eligibility is a separate matter and does not determine your refund entitlement.

If you believe a product is unsafe, stop using it where appropriate and contact us promptly with the order and product details. Do not send back potentially hazardous goods without suitable return instructions.

Your other options

Using this process does not restrict your legal rights or prevent you from seeking help from your card issuer, a relevant consumer body or a court. Tell us about an existing refund or payment dispute so we can avoid duplicate reimbursement and provide accurate information. Where applicable, we will provide information about an appropriate alternative dispute-resolution route; this guide does not claim membership of a particular scheme.

Personal information provided during support and complaints handling is used in accordance with our Privacy Policy.

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Onbold Commerce Limited ·
Company number HE497763 · VAT number CY60401989J
Registered office: Prodromou 75, Oneworld Parkview House, 4th Floor, 2063 Nicosia, Cyprus.