Refund policy
Important: Please read this Return & Refund Policy carefully before requesting a return. By placing an order with OliVera, you acknowledge and agree to the terms outlined below. No exceptions will be made unless required by applicable law.
Return Period
You have 14 days from the date of delivery to initiate a return request. Unfortunately, we are unable to offer a refund or exchange for requests submitted after this period.
Return Conditions
To be eligible for a return:
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The product must be unused, in its original condition, and returned in its original packaging.
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The product must show no signs of use, wear, or damage.
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The item must be securely packaged to prevent damage during return shipping.
Hygiene Products
Certain products, including personal care items such as our toothbrush, are subject to stricter return requirements for health and safety reasons.
Important: If you wish to exercise your right of withdrawal, the product's hygiene seal must remain intact. Once the seal has been broken or removed, the product is no longer eligible for return.
This policy ensures that we comply with hygiene standards and protects the safety of all customers.
How to Start a Return
To request a return, please email info@tryolivera.com and include the following information:
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Your order number
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The reason for your return
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Photos of the product (if the item is damaged or there is a concern regarding its condition)
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Your full name and contact information
Once your request has been reviewed, we will provide you with a return authorization form, which must be completed and included with your return shipment.
Return Shipping
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All approved returns must be shipped directly to our fulfillment partner in China.
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Return shipping costs are the responsibility of the customer unless otherwise required by applicable law.
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International return shipping may be more expensive than domestic shipping within your country.
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We strongly recommend using a shipping service that provides tracking information.
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The customer is responsible for ensuring that the returned package is delivered successfully.
OliVera is not responsible for returns that are lost, delayed, or damaged during transit.
Refunds
Once your returned item has been received and inspected, you will receive an email confirming whether your refund request has been approved or declined.
If approved, your refund will be processed to your original payment method within 30 days.
Please note that processing times may vary depending on your bank or payment provider.
Haven't Received Your Refund?
If more than 30 days have passed since your refund was approved:
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Check your bank account again.
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Contact your credit card company or payment provider, as processing times may vary.
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If you still have not received your refund, please contact us at info@tryolivera.com.
Exceptions
If you receive a defective, damaged, or incorrect product, please contact us as soon as possible.
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We will send a replacement free of charge.
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If a replacement shipment also arrives defective or incorrect, you will receive a full refund.
Order Cancellations
Due to our automated order processing system, orders cannot be canceled once they have been placed.
Please review your order carefully before completing your purchase.
Contact Us
If you have any questions regarding this Return & Refund Policy, please contact us:
OliVera
Email: info@tryolivera.com