Free returns

The ordered product didn't fit or isn't to your liking?

We have a 365-day money-back guarantee. The returned product must not be worn or have lost its appearance (it must be in its original, undamaged packaging, with the original labels).

 Goods will not be accepted for return if:

• They were used (worn etc.); 
• They were damaged;
• Their consumer properties were not preserved;
• The product has lost its commercial appearance;
• The original labels were removed.
• They are returned in non-original or damaged product packaging.

Return method:

Returning or exchanging goods online by filling out the return or exchange forms: You can return or exchange the goods purchased in the Open24 online store by filling out the return or exchange forms.

How do I fill in the online returns form to return my product? 

First, log in to your user account. You can access your user account in one of the following ways:

• if you are a registered user, log in to your user account with your existing logins. 
• If you are an unregistered user, you can create a return without registering (you will be redirected to your account via the order confirmation email you received after placing your order) or
• if you are an unregistered buyer, you can register: Click "Log in" and "Registration" at the top of the Open24 website. Register using the email address you used to place your order, and then log in. 

 After logging in, you will be taken to the "My Orders" window, where you will see a list of your purchases. Select the order, find the item you are returning, and click the "Return Item" button below it.  Continue by following the instructions below. Money will be refunded within 10 working days of receipt of the item in our warehouse.

Can I exchange the purchased product?

 In 2023 On May 24, Clause VI of the Open24 Rules "Return of Goods" was changed. Customers were informed about the changes by e-mail. The return-exchange procedure for products that meet the return conditions is as follows:

 • Customers who purchased the product within a period of 365 days, but no later than 24 May 2023 (inclusive), we provide the opportunity (according to the rules for returning and exchanging goods valid until this date (click here) to exchange the product for the same price (exchange is possible only for the same model and color). The exchange of goods should take place in the following way: the customer should fill out the product return form through his account and receive the money paid in the usual manner, described on the Open24 page, then the customer should contact the Open24 customer service department by e-mail at kludjem@open24.lt with a request to receive a discount code for the purchase of another size. 

 • The new Open24 Rules apply to customers who purchased the product from 25 May 2023 (click here) This means that the replacement of the product is not possible. We remind you that you can return goods that meet the conditions for FREE within 365 days.

How can I send my return?

Returns are FREE. By filling out the product return form through your User account, you will be able to choose how you want to return the product. Available options:  

• Via DPD courier 
• Via Omiva parcel machine

After filling in the return of the goods via DPD courier, you will immediately see the return label with the details of the Sender and the Recipient. The label must be stuck (or handwritten) onto the return packaging. The goods will be picked up by DPD courier at the address specified by you within 1-2 working days (9 am - 6 pm). If you provide an incorrect address/postal code, the courier will not arrive. The courier does not call or inform via SMS before arrival. If the courier does not arrive or it is necessary to call a new courier, please contact us at   info@open24.ee or tel. +372 8801721 (I-V 9.00-21.00 h).

After completing the return form and choosing to return via Omniva parcel machine, you will receive an SMS message and an e-mail with the return code and detailed instructions on how to send the product via Omniva parcel machine. The return code is valid for 7 days. If the code is no longer valid and you need a new return code - contact us at  info@open24.ee or tel. +372 8801721 (I-V 9.00-21.00 h).

IMPORTANT: Returns are only accepted upon completion of the online return form. The product must be with all original labels, undamaged and not worn. Pack the product in an additional packaging so that its original product and original packaging are not damaged. 

Refund procedure

Your returned products will be delivered to the warehouse where our staff will assess whether the products have been returned in accordance with the abovementioned conditions. If the conditions are not met, the money will not be refunded. In such a case, the delivery or taking back of the products will be discussed individually. If the conditions are fulfilled, the money will be transferred to your bank account within 14 days of completion of the return form.

 These conditions are dictated by the laws of the Republic of Latvia and elementary logic. We do not create additional obstacles and try to be flexible with returns. Ultimately, our goal is simple: to ensure that both you and we are satisfied.

Is the product defective? 

All products come with a 2-year factory warranty. If you received a faulty product at the time it was delivered or if a manufacturing defect occurred within the 2-year period, we will refund the money you paid for the product within 10 days of the product being sent to us and will send you an automated email to confirm when parcel was received. In the e-mail you will find a personal discount code created for you to purchase the same item in our online shop. You will be able to use the code within 30 days. Don't worry if the product is already sold out - click "NOTIFY ME" on the product size page and we will inform you as soon as it is back in stock.