Returns and exchanges
Returns
Can I return my order?
Yes, you can return your order.
If you're not satisfied with the items you received, you have the right to return them within 14 days of receiving your package.
Return conditions:
- The order must include all original parts and packaging, in the same condition as received.
- The product must have been handled normally. Any damage caused by misuse will not be accepted.
- Hygienic products must be thoroughly cleaned before returning.
- The product must have already been defective upon delivery.
We reserve the right to charge the customer for return shipping costs.
Returns are processed within 7 business days. If the conditions are met, the return will be officially confirmed within this period.
We reserve the right to refuse returns if we suspect the item was used or damaged for reasons not caused by us.
How do I return my order?
If your order meets the above conditions, please follow these steps:
Send an email to: info@olivyne.ca
Include the following details in your email:
- Order number
- Reason for return
- Photo of the item (if damaged)
- Full name of the customer
- Shipping address
We will provide you with the correct return address.
Do not return your package to the sender’s address.
Return shipping costs are the responsibility of the customer.
Note: We do not offer free returns. Return shipping charges apply.
Cancellation / Right of Withdrawal
According to applicable consumer protection laws, private (non-commercial) customers have the right to withdraw from the contract.
A. Right of Withdrawal – Information
You have the right to withdraw from the contract within 30 days, starting from the day you (or someone authorized by you, other than the carrier) received the last item in your order.
As we work with a fully automated processing system, orders are handled immediately upon receipt.
Therefore, cancellation is no longer possible once the order is placed.
Refunds can only be processed after the returned items have been received.
To exercise your right of withdrawal, please email us clearly stating your request at info@olivyne.ca
The withdrawal will be considered valid once the returned item has been received.
Return shipping costs are the responsibility of the customer.
Order Already Shipped
Our products are shipped from Asia, which may result in longer delivery times. This is beyond our control.
If your order has already been shipped, it cannot be cancelled.
You are kindly asked to wait for the delivery and then follow the return instructions above if needed.
You may inform us in advance if you intend to return the product.
To help us process your return quickly, please send us proof of return shipment once the package is on its way back.
Effect of Withdrawal
If you withdraw from the contract, we will refund all payments received within 14 days of receiving the returned product and your written notice of withdrawal.
Refunds will be issued via the same payment method used for the purchase, unless otherwise agreed.
No additional fees will be charged for the refund.
ALL RETURNS MUST BE SHIPPED AT THE CUSTOMER’S EXPENSE TO OUR CENTRAL WAREHOUSE IN ASIA.