Returns & Refund Policy

If for any reason you are not satisfied with the order you received, please contact us. At Olivara, we strive to ensure our customers are 100% satisfied with the products they purchase from our suppliers. If you are not happy with the product, please contact us and our team will assist you promptly.

How can I return (part of) my order?

If you decide to return your products within our 14-day return period, we will refund the full amount of your order within five working days of receiving the returned products. Unfortunately, we are unable to refund return shipping costs.

Follow the steps below to return your product:

  1. Send us an email at info@olivara.uk, stating that you wish to return your order or part of it.

  2. Wait for a response from our customer service to confirm whether the return is accepted.

  3. If your return is accepted, carefully and securely package the item(s), ideally in the original packaging.

  4. Send the package to the return address provided by our customer service.

  5. Send the tracking number (Track & Trace) to our customer service.

  6. Once your package has arrived and been checked, we will refund you for the returned items via the same payment method you used.

The following products unfortunately cannot be returned:

  • Sealed products once the seal has been broken.

  • Products customized to the consumer's specifications (custom-made) or of a personal nature.

  • Products that, due to their nature, cannot be returned.

  • Products in the “Beauty”, “Children & Baby”, and “Sports” categories cannot be returned due to COVID-19 hygiene measures.

Order Cancellation

Cancelling your order is not possible. Our orders are processed immediately in the system, so cancellation is no longer an option.

Damaged Products on Arrival

That's unfortunate! Damage can occasionally occur during transport. If you receive a damaged or incorrect item, please contact us within 14 days of receiving the product. After that, the return period will expire.

For the fastest resolution, please email us a photo showing the damaged part of the item. The most helpful photos show the label and the defect on a flat surface. We use this information to assist you and to help avoid mistakes in the future.

In the case of a defect, we will always send a replacement package free of charge the first time. Unfortunately, we cannot issue a refund. If the second delivery is also defective, we will refund the full purchase amount.

For questions about damaged products on arrival, please contact us at info@olivara.uk.

Product Faults or Defects After Use

How frustrating! It is possible that a product fault may appear over time. This must be a defect—meaning the part is broken and no longer meets the manufacturer's standards. Wear-and-tear parts are not considered defects or faults. These include, but are not limited to:

  • Drive belts

  • Batteries

  • Brake pads and discs, brake drums

  • Chains, bulbs, sprockets, tires, and inner tubes

  • Moving parts in the broadest sense

For questions about product faults or defects after use, please contact us at info@olivara.uk.

Wrong Product Delivered

We do our best to process all orders correctly. However, mistakes can occasionally happen. Of course, we will fix the issue and send you the correct product free of charge.

For questions about receiving the wrong product, please contact us at info@olivara.uk.

Please note: Personal items such as underwear cannot be returned for hygiene reasons.