Refund policy

Olivy Return & Refund Policy

At Olivy, we are committed to providing you with the highest quality Extra Virgin Olive Oil, meticulously sourced and carefully bottled to bring exceptional flavor to your table. Due to the nature of our perishable product and our commitment to maintaining the integrity and freshness of our EVOO, we maintain a strict policy of only accepting returns and offering refunds or replacements for products that are damaged during transit.

We do not accept returns or offer refunds/exchanges for reasons other than damage (e.g., taste preference, change of mind, incorrect order placed by the customer, or general dissatisfaction not related to damage).

1. Damaged Products Policy

If your Olivy EVOO arrives damaged, we sincerely apologize for the inconvenience and will work quickly to resolve it.

Conditions for a Damaged Product Claim:

  • You must notify Olivy within [e.g., 48 hours / 3 business days] of receiving your order if your product is damaged.
  • Claims made after this timeframe may not be honored.
  • Damage includes: broken bottles, significant leaks, or packaging that has clearly compromised the product's integrity.
  • Proof of Damage Required: To process your claim efficiently, you must provide clear photographic evidence of the damage. This includes:
    • A photo of the damaged product itself.
    • A photo of the original packaging (box) showing any external damage.
    • A photo of the shipping label on the package.

How to Report Damaged Products:

  1. Immediately upon discovering damage, take clear photos as described above.
  2. Email our customer service team at contact@olivyusa.com with the subject line: "Damaged Order - [Your Order Number]".
  3. Include your Order Number, a brief description of the damage, and attach all required photos.

2. Resolution for Damaged Products

Upon reviewing your claim and verifying the damage through the provided photographic evidence, Olivy will, at its discretion, offer one of the following solutions:

  • Replacement: We will ship a replacement of the identical damaged product(s) to you at no additional cost.
  • Refund: If a replacement is not feasible or desired, we will issue a full refund for the damaged product(s) to your original method of payment. Please allow [e.g., 5-10 business days] for the refund to appear on your statement, depending on your bank or credit card company.

We may or may not require you to return the damaged product. If a return is required, we will provide you with specific instructions and a prepaid shipping label. Do not discard the damaged product or packaging until your claim is fully resolved.

3. Refunds for New, Unopened Products

In addition to damaged products, Olivy will accept refund requests for new, unused products that are still in their original, unopened packaging.

Conditions:

  • You must notify Olivy within 3 days of delivery to request a refund for an unopened product.

  • Products must be returned in the same condition in which they were received (unopened and unused).

  • Once verified, we will issue a refund to your original method of payment. Refunds may take 5–10 business days to appear on your statement, depending on your bank or credit card company.

4. Non-Returnable / Non-Refundable Items

As noted above, due to the consumable nature of Extra Virgin Olive Oil, we do not accept returns or offer refunds/exchanges for any reason other than documented damage during shipping. This includes, but is not limited to:

  • Opened or used products.
  • Products damaged after delivery (e.g., dropped by customer).
  • Dissatisfaction with taste, aroma, or color.
  • Orders placed incorrectly by the customer.
  • Products purchased during a sale or promotion (unless damaged).

5. Cancellations

Orders cannot be cancelled once they have been processed for shipping. If you wish to cancel an order, please contact us immediately at contact@olivyusa.com. While we cannot guarantee cancellation, we will do our best to accommodate your request if the order has not yet entered the fulfillment process.

6. Contact Us

If you have any questions about our Return & Refund Policy, please do not hesitate to contact us:

Email: contact@olivyusa.com Phone: 9454007384

Thank you for choosing Olivy. We appreciate your understanding and support of our commitment to quality.