Refund & Returns Policy

At Olya, we want you to feel confident about your purchase. This Refund & Returns Policy explains how returns, refunds, damaged items, incorrect orders, cancellations, and subscription-related refunds are handled.

Nothing in this Policy limits any rights you may have under applicable consumer protection laws.

1. 30-Day Return and Refund Period

You may request a return or refund within 30 days of the date your order is delivered.

To be eligible, please contact us within this 30-day period before returning any item.

Depending on the circumstances, we may ask you to return the product before a refund is issued.

2. How to Request a Return or Refund

To request a return or refund, contact us at:

olya.customercare@gmail.com

Please include:

• your order number;

• the email address used for the order;

• a brief explanation of your request;

• photos or other supporting information where relevant.

Our customer care team will review your request and provide the appropriate next steps.

Please do not return products without first contacting us, as unauthorised returns may not be processed correctly.

3. Return Conditions

Unless the item is faulty, damaged, incorrect, or applicable law provides otherwise, returned products should be:

• returned within the applicable return period;

• in substantially the same condition in which they were received;

• accompanied by the original packaging where reasonably possible.

For hygiene and safety reasons, certain opened or used personal-care or wellness products may not be eligible for return unless they are faulty, defective, incorrectly supplied, or applicable consumer law requires otherwise.

Any exclusions will always be applied in accordance with applicable consumer protection laws.

4. Return Shipping Costs

If you return an item because you changed your mind, return shipping costs may be your responsibility unless otherwise stated or required by law.

If the item is damaged, defective, or incorrect, we will provide an appropriate remedy in accordance with applicable law, which may include a replacement, refund, or reimbursement of reasonable return costs.

Do not send a return until you have received return instructions from our customer care team.

5. Refund Processing

Once a refund is approved, it will normally be issued to the original payment method.

Please allow approximately 5–10 business days for the refund to appear on your account after it has been processed. The exact timing may depend on your bank, card issuer, or payment provider.

Original shipping charges may be non-refundable where permitted by law, unless the order was defective, incorrect, or applicable consumer law requires otherwise.

6. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item is damaged, defective, or incorrect, contact us as soon as reasonably possible at olya.customercare@gmail.com.

To help us assess the issue, we may request:

• photographs;

• a short video;

• packaging images;

• other reasonable supporting information.

Where appropriate, we may offer a replacement, refund, or another remedy available under applicable law.

7. Lost or Undelivered Orders

If your tracking information shows that an order has not been delivered within the expected delivery timeframe, please contact us so that we can investigate with the carrier.

Where an order is confirmed as lost, we will provide an appropriate resolution, which may include a replacement or refund.

8. Refused or Unclaimed Deliveries

If an order is returned because it was refused, unclaimed, or could not be delivered due to incorrect or incomplete information provided at checkout, additional shipping charges or deductions may apply where permitted by law.

We will review such cases individually.

9. Subscription Cancellations

You may request cancellation of your subscription at any time by contacting us at:

olya.customercare@gmail.com

To prevent the next scheduled payment, your request must be received and processed before that payment is charged.

Cancelling a subscription stops future renewals after the cancellation takes effect.

Cancellation does not automatically cancel or refund an order that has already been charged, created, processed, fulfilled, or shipped.

If a recurring payment has already been processed, the cancellation will apply to subsequent renewals only.

Any return or refund request relating to an existing subscription order remains subject to this 30-day Refund & Returns Policy and applicable consumer protection laws.

10. Cancellations Before Shipment

If you wish to cancel an order, contact us as soon as possible.

We will make reasonable efforts to cancel the order before processing or shipment. However, once an order has entered fulfilment or has been shipped, cancellation may no longer be possible and the return process may apply instead.

11. Consumer Rights

This Policy does not exclude, restrict, or modify any rights or remedies that cannot lawfully be excluded under applicable consumer protection legislation.

Customers in the United Kingdom, Australia, the United States, and other jurisdictions may have additional statutory rights depending on their location.

In particular, Australian consumers may have rights under the Australian Consumer Law that apply independently of this Policy.

12. Contact Us

For questions about returns, refunds, damaged items, or cancellations, contact:

Olya
Email: olya.customercare@gmail.com
Website: shopolya.com