Refund policy

Refund Policy

Last updated: April 7, 2026

At Thiele - Onlinehandel (operated by Mathis Thiele), your satisfaction is our top priority. We stand behind our products and want you to feel confident in every purchase. 

Return Eligibility

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

  • Your return request must be submitted within 14 days from the date you received your order
  • The product must be in reasonable condition — it may show signs of normal use, but must not be excessively damaged, modified, or misused
  • You must provide your order number and the email address used at checkout for verification

Items Not Eligible for Return

The following items are not eligible for return or refund:

  • Items returned after the 14-day return window has expired
  • Items that have been intentionally damaged, disassembled, or modified
  • Gift cards or promotional vouchers
  • Warranty add-ons (if applicable) once a warranty claim has been fulfilled

How to Initiate a Return

Step 1: Contact our customer support team:
Email: info@onevitalstep.com

Please include:

  • Your order number
  • The email address used for the order
  • The reason for your return (optional)

Step 2:
Our team will review your request within 1–2 business days and provide:

  • Return authorization
  • Return shipping address
  • Instructions

Step 3:
Ship the product back to the address provided.

Step 4:
Once received and inspected, your refund will be processed.

Return Shipping Costs

  • Standard returns (change of mind): Customer pays return shipping
  • Defective or damaged items: We cover return shipping

We recommend using a trackable shipping method, as we are not responsible for lost returns.

Refund Processing

  • Refunds are issued to the original payment method
  • Processing time: 5–10 business days after inspection
  • Additional delay (bank/payment provider): 3–5 business days

What Is Refunded

  • Product purchase price: Yes
  • Original shipping costs: No (non-refundable)
  • Return shipping (standard): No
  • Return shipping (defective items): Yes

Defective or Damaged Items

If your item is defective, damaged, or incorrect, contact us within 90 days.

You will receive:

  • A free replacement, or
  • A full refund including shipping

Please include photos for faster processing.

Exchanges

We do not offer direct exchanges.
Please return the item and place a new order.

Late or Missing Refunds

If your refund has not arrived:

  1. Check your bank/credit card statement
  2. Contact your payment provider
  3. If still unresolved, contact us:


info@onevitalstep.com

Cancellations

  • Before shipment: Full refund
  • After shipment: Cancellation not possible → return required

Contact Information

Thiele - Onlinehandel
Owner: Mathis Thiele
Boissereestr. 7
50674 Cologne
Germany

Email: info@onevitalstep.com