This Returns and Refunds Policy explains the conditions and procedures that apply when customers purchase T-shirts from Olivane. We aim to handle all return and refund requests fairly, clearly and in accordance with applicable consumer protection requirements in the United Kingdom.
1. Right to Cancel an Online Order
If you purchase a T-shirt from us online, you may have the right to cancel your order within 14 days after the day on which you receive the goods.
You are not required to provide a reason for exercising this cancellation right.
To exercise your right to cancel, you must inform us clearly of your decision within the applicable cancellation period.
You may contact us using the following details:
Company: Olivane
Address: 44 MANOR WAY, MITCHAM, CR4 1EE
Telephone: +44 7845714162
Email: support@olivane.online
2. Returning Products After Cancellation
After informing us that you wish to cancel your order, you must return the relevant product within 14 days.
Returned products should be securely packaged to reduce the risk of damage during transportation.
Customers are responsible for ensuring that the returned parcel is appropriately addressed and dispatched.
We recommend retaining evidence of postage or shipment until the return and any related refund have been completed.
3. Condition of Returned T-Shirts
Customers may inspect a T-shirt in the same way that they would reasonably be permitted to inspect it in a physical retail store.
Returned products should not have been used beyond what is reasonably necessary to establish their nature, characteristics, appearance, size and fit.
Where a product has been handled excessively and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by applicable law.
Examples of excessive handling may include prolonged wear, washing, alteration, damage, staining, contamination, strong odours or other treatment beyond normal inspection.
4. Original Packaging
Where possible, customers should return products with their original packaging, labels and any accessories supplied with the order.
The absence of original packaging does not automatically remove any statutory rights that may apply.
However, customers should take reasonable care when packaging products for return so that they are protected during transportation.
5. Return Shipping Costs
Where a customer exercises a normal change-of-mind cancellation right, the customer may be responsible for the direct cost of returning the product where legally applicable.
Customers should select an appropriate and reliable return method.
We are not responsible for returned parcels that are lost before they reach us unless responsibility for the return legally rests with us.
If a product is faulty, damaged, incorrect or otherwise not supplied in accordance with the order, return arrangements and associated costs will be handled in accordance with applicable consumer rights.
6. Refund Amount
Where a valid cancellation applies, the refund will normally include the amount paid for the returned product.
Where applicable, we will also refund the basic standard delivery charge originally paid for the order.
If you selected an enhanced, premium, express or more expensive delivery service, any amount exceeding the cost of the standard delivery option may not be refundable.
Any lawful deduction relating to diminished value caused by excessive handling may be applied before the refund is issued.
7. Refund Processing Time
Where a refund is due following the return of goods, we will process the refund within the timeframe required by applicable UK consumer law.
We may wait until we receive the returned product or satisfactory evidence that it has been sent back before completing the refund where permitted by law.
Customers should therefore retain return shipment information until the refund has been completed.
8. Refund Method
Refunds will normally be issued using the same payment method that was originally used to complete the purchase.
Where an alternative refund method is necessary, it will only be used where appropriate and agreed with the customer.
The time required for a completed refund to appear in your account may depend on your payment provider or financial institution.
9. Faulty Products
If a T-shirt is faulty, defective or does not meet applicable legal standards, please contact us as soon as reasonably possible.
Please provide sufficient information to allow us to understand the issue, including your order information and a clear description of the problem.
Where necessary, we may request photographs or other reasonable information relating to the reported defect.
Your statutory rights in relation to faulty goods are not affected by this policy.
10. Damaged Products
If your order arrives damaged, please contact us promptly after discovering the damage.
Customers should provide their order details and information explaining the nature of the damage.
We may request clear photographs of the product and packaging to help us review the issue.
Where a valid claim is confirmed, an appropriate remedy will be provided in accordance with applicable consumer law.
11. Incorrect Products
If you receive a T-shirt that is different from the product you ordered, please contact us promptly.
Please provide your order information together with details of the product received.
Where an incorrect product has been supplied by us, we will review the matter and provide an appropriate solution.
Customers should not be required to bear reasonable return costs resulting directly from an error made by us where applicable.
12. Wrong Size or Change of Mind
If you ordered the wrong size, selected the wrong option or simply changed your mind, you may request cancellation and return the product within the applicable cancellation period.
The product should be returned in accordance with the conditions described in this policy.
Customers should check product information and available sizing details carefully before completing an order.
13. Exchanges
If you wish to obtain another size, style or product, please contact us to determine the appropriate procedure.
The availability of a replacement product depends on current stock.
Where a direct exchange cannot reasonably be completed, you may be required to return the original product for a refund and place a separate order for the replacement item.
This does not affect any statutory rights that may apply to your purchase.
14. Products That Have Been Washed or Worn
Customers should avoid washing or extensively wearing a T-shirt if they intend to return it because they have changed their mind.
Washing, prolonged wearing, alteration, damage or other use beyond reasonable inspection may reduce the value of the product.
Where permitted by law, a deduction may be made to reflect any reduction in value caused by handling beyond what was reasonably necessary to inspect the product.
This provision does not remove statutory rights where a product is genuinely faulty.
15. Product Colour and Appearance
We take reasonable care when presenting product descriptions and images.
However, colours may appear slightly different depending on screen settings, lighting and display equipment.
Minor differences in screen colour representation will not necessarily mean that a product is defective.
Where a product is materially different from its description, customers may have rights under applicable consumer protection law.
16. Refunds for Promotional or Discounted Products
Products purchased during promotional periods or at discounted prices remain subject to applicable statutory consumer rights.
A reduction in price does not remove a customer's legal rights in relation to faulty, misdescribed or incorrectly supplied goods.
Where a normal change-of-mind cancellation right applies to an online purchase, a discounted product will be handled in accordance with the same applicable cancellation requirements.
The amount refunded will be based on the amount actually paid for the relevant product, subject to any lawful adjustments.
17. Refused or Uncollected Deliveries
Refusing a parcel or failing to collect a delivery does not necessarily complete the formal cancellation process.
Customers who wish to cancel an order should contact us clearly so that the cancellation can be properly recorded and handled.
Any refund relating to an uncollected or refused parcel will be processed after the relevant circumstances have been reviewed and the goods have been returned where appropriate.
18. Refunds for Lost or Undelivered Orders
If an order does not arrive, please contact us so that we can review the delivery information.
We may check available shipment and delivery records before determining the appropriate resolution.
Where goods have not been delivered as required and the customer is entitled to a refund, we will provide the appropriate remedy in accordance with applicable law.
Customers should ensure that the delivery information submitted during checkout is accurate and complete.
19. Statutory Consumer Rights
Nothing in this Returns and Refunds Policy is intended to exclude, restrict or replace any rights that customers have under applicable UK consumer protection legislation.
Products supplied to consumers must meet applicable legal requirements, including requirements relating to satisfactory quality, fitness for purpose and conformity with their description.
Where mandatory consumer rights provide greater protection than any provision contained in this policy, the mandatory legal rights will apply.
20. Contact Us About a Return or Refund
For questions about returns, refunds, damaged products, faulty products, incorrect products or order cancellations, please contact us using the following information:
Company: Olivane
Address: 44 MANOR WAY, MITCHAM, CR4 1EE
Telephone: +44 7845714162
Email: support@olivane.online
When contacting us about an existing order, please provide sufficient order information so that we can identify the purchase and assist with your request.
We will review return and refund requests based on the circumstances of the order, this policy and applicable United Kingdom consumer protection requirements.