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1. Why choose Onsurprise?

Customer satisfaction is a fundamental part of our company’s mission. That’s why we’re dedicated first and foremost to offering you excellent service. Each feedback testifies our service and is useful for you and for whoever makes a purchase after you. It’s also a way to demonstrate you appreciate our commitment. A 5 star rating is what we consider really positive, if you think we deserve it, please leave us such positive feedback on your Onsurprise experience.

Onsurprise offers you:

  • Original products at amazingly low prices 
  • Outstanding volume discounts
  • Quality control throughout the entire supply chain. Money-back guarantee
  • Fast and efficient shipping via courier with shipping insurance
  • Commitment in customer service, in different languages, polite and professional before and after sales 
  • 24 month guarantee on all products, valid in Europe (even in case of change in residence from one country to another)
  • Free returns when applicable
  • Logistics throughout Europe. You can always be sure you’ll receive your products in a short period and don’t run the risk of paying customs duties. Furthermore, in case of any issues, you’ll have a local assistance centre at your service. 

REMEMBER: When you purchase from websites located outside the European Union, you often run the risk of having your goods stuck in customs, and find yourself spending more than originally planned due to taxes and customs duties, as well as long waiting periods before you receive your order. Moreover, in case of any issue with your order, you may experience long service times and costly shipping.

With Onsurprise you can benefit from a growing catalog that contains more than 50000 products, including items hard to find on the European market. All of these products are available in stock in our warehouses, and if you proceed to make a purchase, you will have no difficulty nor surprises before or after the order.

You may also request an invoice indicating VAT separately and deduct the relative costs if you’re a business or professional.


2. Quantity Prices - FAQ

Our commitment is to offer innovative solutions to break down barriers between wholesale and retail distribution.

For each category of users (individuals, companies, retailers) there are increasing discounts on quantities, without any minimum order.

Taking advantage of discounts is very simple:

- If you are a registered user please login to the site with your credentials

- Each product page will display the quantity prices according to your profile

- Add to your cart the quantities indicated and your discount will be automatically applied.


3. Customer Service - Contact Us

Pre-Sale Services

Contact our Support Team (through our contact form or online chat) and we’ll offer you the help you need to clarify any doubts you may have. If you’d like, we can also help you choose the right product according to your needs.

Post-Sale Services

Through the same contacts (the contact form and online chat), our Customer Service team is at your disposal for any doubt or issue that might come up after your purchase.

Onsurprise offers you:

  • Original products at amazingly low prices
  • Quality control throughout the entire supply chain. 
  • Fast and efficient shipping via courier with shipping insurance
  • Commitment in customer service
  • Up to 24 month guarantee on all products
  • Free returns when applicable

4. Payment Methods - Invoice - FAQ

All Product prices on the website include VAT.

We issue invoices for fiscal purposes and as customer guarantee. Business customers will automatically reveive their invoices by e-mail. Consumers please request your invoice to our Customer Service.

Companies and professionals can make purchases without registering and with no minimum order quantity, they only need to provide the company name when processing the order and then type their VAT ID number in the message field. The purchase invoice will then be sent to the email address provided.

Companies and professionals that have requested and been given access to our exclusive price list can get deals on selected items and wholesale discounts. (For more information click here)

You can make safe payments with all credit and debit cards. Your order is processed immediately and can be fully protected by Paypal (For more information click here). Alternatively you can pay via bank transfer, in which case your order will be processed upon receipt of payment. For business and wholesale purchases not all payment methods might be available. 


5. Shipping - Delivery - FAQ

As soon as your package is handed over to the Courier, you will receive an e-mail with details and instructions for tracking the package. You will normally receive your package in 4  to 10 business days.

Boxes are shaped accordingly and properly packaged. Your products are kept safe and we pay special attention to fragile objects.

In some cases, when products are shipped from different warehouses, your order might arrive as separate shipments, with no extra costs. You will be notified of this and will be able to track each of the shipments.  If you have any doubts please notify us through our contact form, chat or email support@onsurprise.com. We will make sure to find the right solution for your shipping needs.

Note: Once you receive your order it’s important to keep its shipping documents (courier receipt, delivery note) and the original packaging. If any problems occur during shipping, these documents will allow us to take action quickly and effectively.

More information on shipping & delivery


6. Guarantee, Assistance and Free Returns - FAQ

All of the products on Onsurprise have a 24-month, legal guarantee period that starts as soon as you receive your product, as prescribed by Art.128-135 of the Italian Consumer Code  and The European Directive on Consumer Rights (2011/83/EU) (‘Legal Guarantee’). Defects caused by negligence, misuse or tampering, wrong voltage or wear and tear are not included in the warranty. If, during this period, the product shows defects that are clearly not due to an inappropriate use, you can solicit a guarantee claim by compiling the necessary form. To request the form, please write to support@onsurprise.com or use the website’s contact section.

Who’s applicable?

Legal Guarantee is reserved to consumers. As such, it applies only to users that have made purchases on the Site for a scope other than a commercial, business or professional activity. Those who purchase on the Site but don’t fall under the category of consumers have a distributor guarantee that covers the sold product’s defects and includes essential defects in promised quality, as well as other guarantees in the Italian Civil Code with their respective terms and limitations. Onsurprise offers customers that subscribe with a VAT number an up to 12-month guarantee starting from the date they receive the goods.

What is a conformance defect?

The purchased product has a conformance defect when:

  • It’s unfit for the use given to it by other products of its type;

  • It doesn’t conform to the description made by the distributor and lacks the quality the distributor showed to the customer in the product’s model or sample;

  • It lacks the usual quality and presentation of products of its type, which the customer reasonably expected, considering the statements made in its labels and advertising;

  • It’s unfit for the specific use the customer intended, which was expressed to the distributor prior to the product’s purchase and was agreed on by the distributor.

Hence, product faults or malfunctions caused by the customer, accidents, misuse and/or a different use from that specified in the product’s manual are all excluded from the Legal Guarantee.

In order to exercise the guarantee, you must send us an email to support@onsurprise.com including:

- Order Number

- Product description

- Description of the product's problem

- Attached photos in the case of visible damage

Right of Retraction - Free Returns when Applicable

In accordance with European Directive 2011/83, the customer has the right to solicit to retract from the contract without needing to state any grounds for withdrawal.

The Right of Retraction can be exercised by the customer up to 14 days starting from the date they receive the product(s). The customer must inform Onsurprise of their decision to withdraw from the contract by an unequivocal statement.

The notice must include the ORDER NUMBER of the product relative to the request. For more information and to solicit a model withdrawal form, you can send an email to support@onsurprise.com

This right is reserved exclusively for customers, that is, people who buy goods for purposes other than professional or commercial activities and therefore do not indicate their VAT number in the order form.

Note that:

  • Customers that make purchases with a VAT number are not entitled to the Right of Retraction.

  • Customers are not entitled to withdraw from their contract if the product lacks the original packaging of all its elements, including protective foil, cables and everything else present in the original package.

  • Customers cannot solicit to withdraw from their contract for only parts of the purchased product.

  • Customers must cover shipping costs and are responsible for the product during shipping.

If you purchased through Paypal, you could be eligible for free shipping on returns. View the terms & conditions

More information on guarantee, assistance and returns


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