Olivo Return & Refund Policy

Last Updated: November 2, 2025

1. Introduction

At Olivo, we strive to provide a reliable and trustworthy shopping experience. This Return & Refund Policy outlines the conditions under which buyers may be eligible for refunds, replacements, or returns. All requests are subject to our review and discretion.

2. When Buyers Are Eligible for a Refund or Return

You may request a refund or return if any of the following apply, provided you do so within the designated timeframes:

Item not received (delivered, lost, or misdelivered)
Item materially not as described (condition, authenticity, damage, or defect)
Wrong item shipped
Item damaged in transit
Other issues covered under "Exceptions & Limitations" (see Section 6)

Requests based solely on "buyer's remorse" may be handled differently or denied unless otherwise stated.

3. Timeframes and Conditions for Returns or Refunds

For items not received or lost: within 14 days of estimated delivery (no return required).
For items not as described, damaged, or wrong: within 14 days of delivery (return may be required).
For buyer's remorse (if allowed): within 7 days of delivery (must be unused and in original packaging).
For high-value or specialty items: within 7 days (may require verification).

Returned items must be in the same condition as received, unused, and include original packaging and accessories. Return shipping is generally paid by the buyer unless Olivo is at fault. Returns must be shipped within 5 business days after approval.

4. How to Request a Return or Refund

Submit a request through your Olivo account or via our support email. Include your order number, a detailed description of the issue, and clear photos or videos.
Olivo will review your request within two business days.
If approved, return instructions (and possibly a prepaid label) will be provided.
Buyer must ship the item within five business days of receiving instructions.
Once the returned item is received, Olivo will inspect it and decide whether to approve or decline the refund.
Approved refunds are processed within 3–5 business days to the original payment method.

5. Types of Refunds and Replacements

Depending on the situation, Olivo may issue:

Full refund without return (for lost or undelivered items)
Full refund after return (upon inspection and approval)
Partial refund (for minor issues or partial defects)
Replacement or exchange (correct item sent instead of refund)

6. Exceptions and Limitations

Refunds or returns are not accepted if:

The product is consumable, opened, or used
The item is marked "final sale" or non-returnable
Damage was caused by misuse, negligence, or accidents
Packaging, tags, or accessories are missing
The request is made after the allowed timeframe
The transaction occurred outside the Olivo platform

7. Return Shipping and Costs

Buyers are responsible for return shipping unless the issue is due to Olivo's error. Original shipping costs are non-refundable unless the return results from a seller mistake. For international orders, buyers are responsible for duties, taxes, and customs fees unless otherwise stated.

8. Processing Time and Refunds

Refunds are processed after the returned item is received and approved. It may take 3–5 business days for the refund to appear in the original payment account. Partial refunds will be communicated along with the reason for the adjustment.

9. Fraud, Abuse, and Policy Violations

Olivo reserves the right to deny or limit refunds if fraud or abuse is suspected, including:

Duplicate or false refund claims
Misuse of the return policy
Returning incorrect or counterfeit items
Failure to comply with return instructions

Repeated violations may result in account suspension or termination.

10. Updates and Changes

Olivo may revise this policy periodically. Any updates will be published on our website and take effect immediately upon posting. Changes will not apply retroactively to completed transactions unless explicitly stated.