Refund Policy
Here's the updated Refund and Cancellation Policy for Olivia Montreal:
Refund Policy
Return Policy - Olivia Montreal
Please note:
We do not offer free returns. Charges apply.
Is it possible to return my order?
Yes, returns are possible. If you are not satisfied with the items you have ordered, you may return them within 30 days of receipt, provided the following conditions are met:
- The order contains all the appropriate parts, components, and the packaging remains intact.
- The product shows normal handling. Damage from careless handling is excluded.
- Products for which hygiene is important have been thoroughly cleaned before initiating the return.
- The product was found defective immediately upon receipt.
- The customer is responsible for shipping costs.
- Returns will be processed when the return order is back in the warehouse, and if the conditions are met, the return will be officially acknowledged.
- We reserve the right to refuse returns if we suspect the items have been used or damaged due to no fault of our own.
How can I return my order?
To initiate the returns process, follow these steps:
- Send an email to: info@olivia-montreal.com
Ensure the email contains the following details: - Order number
- Reason for the return request
- A photo of the product in case of breakage
- First and last name of the customer
- Customer's address
Once we receive your request, we will provide you with the return address. Please do not send the return to the sender address; we will send you the correct address after you have contacted us. You, the customer, are responsible for the shipping costs of returning the product.
Cancellation Policy - Olivia Montreal
The consumer has a right of withdrawal in accordance with the following provision if the consumer is a natural person who enters into a legal transaction for purposes that are not predominantly related to their commercial or professional activity:
A. Cancellation Conditions
Right of cancellation:
The cancellation period is 14 days from the day on which you or a third party, not the carrier, receives or accepts the last goods in your order.
Since we operate a fully automated system, orders are processed immediately upon placement, meaning we cannot interrupt the shipping process once an order is placed. Therefore, a refund is not possible upon receipt of the goods.
To exercise your right of withdrawal, you must inform us at Olivia Montreal by means of a clear statement (e.g., via email) of your decision to withdraw from the contract. The revocation is complete once we receive the goods back.
Please note:
- The customer is responsible for return shipping costs.
Record for Shipments in Transit
As our goods are shipped from Asia, transit times may vary, and we have no control over shipping delays. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods, and then proceed with the return. You can, of course, inform us in advance about your intention to cancel.
To ensure a swift return process, we kindly ask you to send us the shipping confirmation once you send the product back.
Consequences of Withdrawal
If you withdraw from this contract, we will refund all payments received from you, except for delivery costs (unless you selected a delivery method other than our standard cheapest option).
We will process the refund using the same payment method used for the original transaction, unless otherwise agreed. You will not incur any additional charges for this refund.
All returns will be sent to our central warehouse in Asia at the customer’s expense.
If you need further clarification or assistance, please don't hesitate to contact us at info@olivia-montreal.com.