Return & Refund policy
14-Day Returns
We offer a 14-day return period, which means you have 14 days after receiving your order to request a return.
To start a return, contact us at info@olyqo.com with your order number and reason for the return.
Please do not send an item back before contacting us. If your return is approved, we will provide the correct return address and return instructions.
Change-of-Mind Returns
For voluntary change-of-mind returns, the product should be returned in its original condition with all components, accessories and packaging where reasonably possible.
You may inspect the product to determine its nature, characteristics and suitability. However, where permitted by law, we may reduce or refuse a change-of-mind refund if the product has been used, installed, damaged, altered, contaminated with excessive pet hair or dirt, or handled beyond what is reasonably necessary to inspect it.
For change-of-mind returns, return shipping costs are the customer's responsibility, unless applicable law requires otherwise.
We recommend using a tracked return service.
Promotional or discounted pricing does not remove any rights you may have under applicable consumer law.
Damaged, Defective or Incorrect Items
Please inspect your order after delivery.
If your item arrives damaged, defective or incorrect, contact us as soon as reasonably possible at info@olyqo.com with:
- your order number
- a description of the issue
- clear photos or videos showing the problem
We will review the issue and, where appropriate, arrange a replacement, refund or other suitable resolution.
Nothing in this policy limits rights available to you under applicable consumer protection laws.
Damage Caused After Delivery
Except where applicable law provides otherwise, we are not responsible for damage caused by:
- misuse or improper installation
- accidents
- unauthorized alterations or modifications
- failure to follow product-care instructions
- damage occurring after delivery that was not caused by a product fault
Exceptions / Non-Returnable Items
Certain products may not be eligible for voluntary change-of-mind returns, including:
- personalized or custom-made items
- perishable goods
- gift cards
- hazardous or restricted goods where applicable
Please contact us if you are unsure whether a product is eligible for return.
These exceptions do not override any mandatory rights relating to faulty, damaged, unsafe or incorrectly supplied products.
Exchanges
We do not process direct exchanges.
If you would like a different product or quantity, please request a return for the eligible original item and place a new order.
If we sent you the wrong item, contact us and we will arrange the appropriate resolution.
Return Shipping Address
Do not return your order to the address shown on the original parcel unless we specifically instruct you to do so.
The correct return address will be provided after your return request has been reviewed and approved.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Your bank, card provider or payment service may require additional time to process the refund.
If more than 15 business days have passed since we confirmed that your refund was approved, contact us at info@olyqo.com.