Refund Policy

Returns

• You have a full calendar month starting from the day of purchase for a full refund or exchange.
• Anything after this period is purely discretionary unless otherwise stated in your statutory rights, which remain unaffected by our policy.
• You must notify us of your intentions for a refund by contacting us at: returns@olentia.co.uk
• In every and all refund requests we request the products to be sent back to us in a resalable condition (please see 'shipping' section below).
• Products that are received and are used or otherwise not in the original purchase condition, including all packaging, will not be eligible for exchange or refund. 
• We are unable to process refunds or exchanges on any gift-card used or unused. 
• We reserve the right to request proof of purchase in either the form of an order confirmation, a payment processed notice or any other reasonable means that may prove you purchased the product directly from us.
  
  

Returns Process

• Only when we receive your items back will we begin the process for a refund. 
• We will then inspect the items to confirm they are in a resalable condition and will notify you if we approve or reject your grounds for a refund.
• If your request is approved, your refund with be processed via the original payment method only. For fraud prevention we are unable to return payments on cards that do not match the order and refunds may be rejected on these grounds.
• Refunds may take 3-7 business days to process, so please be patient.
• If in the unfortunate situation we reject your refund request, you may be asked to pay a small charge to deliver the goods back to you appropriately.
• If you believe you have not received your refund, please check your email to confirm your request was approved first before emailing us at: returns@olentia.co.uk.
  
  

Shipping

• To return your product, please email returns@olentia.co.uk for the returns address.
• Our shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.
• You are responsible for paying for your own shipping costs for returning your items. 
• Depending on where you live, the time it may take for your exchanged product to reach you may vary.
• Only when we receive your items back will we begin the process for a refund.
• If you are shipping an item over £50 you should consider using a trusted and reliable shipping service or purchasing shipping insurance. We take no responsibility for items that are sent back to us and are not received and we cannot and will not process refunds for goods not received.