Refund policy

Thank you for shopping at Olivique. We want you to feel confident when purchasing from our store. This Return and Refund Policy explains the conditions and procedures for returns, refunds, exchanges, damaged items, and order cancellations.

By placing an order through olivique.sbs, you agree to the terms outlined below.

1. 30-Day Return Policy

We offer free returns and refunds within 30 days of delivery.

To qualify for a return, the item must:

Be returned within 30 days from the confirmed delivery date.
Be unused, unworn, unwashed, and in its original condition.
Include all original packaging, labels, manuals, accessories, and components.
Show no signs of misuse, accidental damage, modification, or excessive handling.
Be accompanied by valid proof of purchase or an order confirmation.

Items that do not meet these conditions may be refused or may qualify only for a partial refund.

2. How to Request a Return

Before returning any item, please contact our customer support team at:

Email: support@olivique.sbs
Phone: +1 250 488-1838

Please include:

Your full name.
Your order number.
The name of the item you wish to return.
The reason for the return.
Clear photographs or videos if the product is damaged, defective, incorrect, or incomplete.

Our support team will review your request and provide return instructions. Products sent back without prior authorization may not be accepted.

3. Free Return Shipping

Approved returns are eligible for free return shipping within the 30-day return period.

We will provide the appropriate return instructions or a prepaid return shipping method when available. Customers should not send products to any address without receiving confirmation from our support team.

We are not responsible for items returned to an incorrect or unauthorized address.

4. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

Damaged during transportation.
Defective or not functioning as reasonably expected.
Different from the product ordered.
Missing parts or accessories.
Received in the wrong size, style, color, or quantity.

We may request photographs, videos, packaging images, shipping labels, or other reasonable evidence to confirm the issue.

After verification, we may offer one of the following solutions:

A replacement.
A full refund.
A partial refund.
Another appropriate resolution agreed upon with the customer.

5. Non-Returnable Items

The following items may not be eligible for return unless they arrive damaged, defective, or incorrect:

Items showing clear signs of use or misuse.
Products damaged after delivery.
Items returned without their original packaging or components.
Products altered, modified, repaired, or customized by the customer.
Clearance, final-sale, or promotional items clearly identified as non-returnable.
Gift cards or downloadable products, where applicable.
Items restricted from return for hygiene, health, or safety reasons after opening.

Please contact us before purchasing if you are unsure whether a specific product is returnable.

6. Refund Processing

Once we receive and inspect your approved return, we will notify you whether the refund has been accepted.

Approved refunds will be issued to the original payment method. Depending on your bank, payment provider, or card issuer, it may take several business days for the funds to appear in your account.

Original expedited shipping charges, customs duties, import taxes, and other third-party fees are generally non-refundable unless the return results from an error made by Olivique.

7. Partial Refunds

A partial refund may be issued when:

The returned item shows signs of handling beyond what is necessary to inspect it.
Packaging, accessories, manuals, or components are missing.
The product has been damaged due to improper packaging during the return.
The item is returned outside the 30-day period with prior written approval.

The amount of any partial refund will be determined based on the condition and completeness of the returned item.

8. Exchanges

We may offer exchanges for eligible items, subject to product availability.

The fastest way to receive a different item may be to complete an approved return and place a new order. Please contact us before sending anything back so we can advise you on the best available option.

9. Order Cancellations

Orders may be cancelled before processing or shipment.

Please email support@olivique.sbs as soon as possible if you need to cancel or modify an order. We cannot guarantee cancellation once an order has entered fulfillment or has been shipped.

If the order has already shipped, you may request a return after delivery in accordance with this policy.

10. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it, please:

Check your mailbox, front entrance, side door, building reception, parcel locker, or other safe delivery areas.
Ask household members, neighbors, building staff, or reception personnel.
Contact the shipping carrier for additional delivery details.

Please notify us promptly if the package remains missing. We will review the available tracking information and assist where reasonably possible.

11. Refused and Unclaimed Deliveries

If a delivery is refused, unclaimed, or returned because the customer provided incomplete or incorrect shipping information, any additional shipping, handling, customs, or return charges may be deducted from the refund where permitted by law.