Refund policy
Return Policy
RETURN POLICY
Home Olivia Toronto
We accept returns within 30 days of receiving your order. Return shipping costs are the responsibility of the customer.
All returns must be sent to our central warehouse in Asia.
30 days
Return period
14 days
Right of withdrawal
Customer's responsibility
Return shipping costs
RETURNS ARE NOT FREE — RETURN SHIPPING COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER
RETURN POLICY
Can I return my order?
Yes, it is possible.
If you are not satisfied with the products you ordered, you have the right to return them within 30 days from the date you received your order.
For a return to be approved, all of the following conditions must be met:
1.
The product must include all original parts and accessories and must be returned in its original packaging.
2.
Only signs of normal use may be visible on the product. Damage caused by improper or careless handling is not acceptable.
3.
Products for which hygiene conditions are important must be cleaned before starting the return process.
4.
If the product has a defect or damage, it must be reported immediately after receiving the order.
5.
We reserve the right to charge return shipping costs. Return shipping costs are the responsibility of the customer.
6.
Once we receive the return, it will be processed within 7 business days. If all the conditions stated in this policy are met, the return will be officially approved within this period.
HOW TO RETURN AN ORDER
If your order meets the conditions stated above, follow the steps below to begin the return process.
1. Send an email
Send an email to:
The subject of the email should be:
Order Return Request
2. Provide the required information
Your email must contain the following information:
- Order number
- Reason for the return
- Photograph of the product (if the product is damaged or defective)
- Customer's full name
- Customer's address
3. Wait for our instructions
Once we receive your request, we will contact you and provide you with the exact return address.
Do not send the product to the sender's address.
Please wait until we provide you with the correct return address.
4. Sending the product
The customer is responsible for the cost of returning the product to our central warehouse in Asia.
Never send the product to the sender's address. Returns must only be sent to the address provided by our customer support team.
A. CANCELLATION CONDITIONS – RIGHT OF WITHDRAWAL
The consumer has the right to withdraw from the contract in accordance with applicable regulations, provided that the consumer is a natural person entering into the contract for purposes that are not related to their trade, business, or professional activity.
Withdrawal period
14 DAYS
The withdrawal period begins on the day on which the customer, or a person authorized by the customer (other than the carrier), receives the last product from the order.
Because we operate a fully automated order processing system, orders are processed immediately after the purchase is confirmed. For this reason, it is not possible to stop or cancel the shipping process once the order has been processed.
If the order has already been shipped, a refund is not possible until the products have been returned and received.
To exercise your right of withdrawal, you must send a clear statement to Home Olivia Toronto (for example, by email) informing us of your decision.
The withdrawal process is considered complete only after we have received the returned products.
Return shipping costs are the responsibility of the customer.
ORDERS IN TRANSIT
Because our products are shipped from Asia, delivery times may be longer than usual and are beyond our control.
If your order has already been shipped, cancellation is no longer possible. Please wait until you receive the product and, if you still wish to withdraw from the purchase, initiate the return process in accordance with this Return Policy.
You may notify us in advance of your intention to cancel by email.
To help us process your return as quickly as possible, please send us proof of shipment (tracking number or shipping receipt) after sending the returned product.
CONSEQUENCES OF WITHDRAWAL
What we will refund
In the event of an approved return, we will refund:
- all payments we have received for the returned product;
- except for additional delivery costs resulting from choosing a more expensive delivery method than the standard delivery option offered;
- no later than 14 days after approval of the return and receipt of the returned products;
- using the same payment method used for the purchase, unless otherwise agreed.
What is not refunded
The refund does not include:
- return shipping costs;
- additional delivery costs resulting from choosing a more expensive delivery method;
- products damaged due to improper or careless handling by the customer.
The refund will only be issued after we have received and inspected the returned products and confirmed that they meet the conditions stated in this Return Policy.
IMPORTANT NOTICE
All returns must be sent to our central warehouse in Asia, and return shipping costs are entirely the responsibility of the customer.