Refund & Returns Policy for Oliva Beauty

Last updated: September 17, 2025

Thank you for shopping with Oliva Beauty. This Policy explains when and how you can return items, request refunds, or make exchanges. It applies to purchases made online or in person with Oliva Beauty and should be read together with our Shipping Policy and Payment Policy.

1) Return windows at a glance

• Change of mind (unused, unopened, in original condition): Return within 30 days of delivery.

• Damaged or defective on arrival: Report within 7 days of delivery.

• Allergic reaction or adverse skin response: Notify us within 14 days of delivery with photos and a brief description; we’ll work with you on a suitable solution.

• Holiday purchases: Orders placed between November 15 and December 31 may be returned until January 31 of the following year if unopened and in resaleable condition.

“Delivery” means the date the carrier marks your parcel as delivered.

2) Eligibility requirements

To qualify for a return or refund, the item must:

• Be in new, unused condition with all original packaging, inserts, and any tamper-evident seals intact.

• Include all accessories, gifts-with-purchase, samples, and bundled items received with your order.

• Be accompanied by proof of purchase (order number, receipt, gift receipt, or packing slip).

For hygiene and safety reasons, the following are non-returnable unless faulty or covered by the allergy clause above:

• Opened skincare, cosmetics, or personal-care items where seals have been broken.

• Items marked Final Sale, Non-returnable, or Made to order on the product page.

• Gift cards, downloadable products, and free promotional items.

3) Exchanges

• If you’d like the same item replaced (e.g., wrong shade ordered still unopened), request an exchange instead of a refund.

• Exchanges are subject to stock availability. If unavailable, we will offer a refund or store credit according to your preference.

4) How to start a return (RMA steps)

1. Contact us at zenhato@gmail.com or 414-223-5165 with your order number and reason for return.

2. We’ll confirm eligibility and issue a Return Merchandise Authorization (RMA) and instructions.

3. Pack securely in original packaging where possible and include the RMA details inside the parcel.

4. Ship back using the label we provide or your own carrier, as applicable.

5. Once your return is received and inspected, we’ll email you the outcome and, if approved, process the refund/exchange.

Returns without an RMA may be delayed or refused.

5) Return shipping costs

• If the return is due to our error or a product issue (damaged, defective, wrong item), we cover reasonable return shipping or provide a prepaid label.

• For change-of-mind returns, return shipping is your responsibility. If we issue a prepaid label on request, its cost may be deducted from your refund.

• Original shipping fees are non-refundable unless the return is due to our error or required by law.

6) Condition assessment and partial refunds

After inspection, we may approve a partial refund if:

• Packaging, inserts, or accessories are missing.

• The item shows signs of handling beyond what is necessary to inspect it.
  We will notify you of any adjustments before processing the refund.

7) Damaged, defective, or incorrect items

• Please photograph the packaging and product and contact us within 7 days of delivery.

• Depending on the situation, we may offer a replacement, exchange, or refund.

• Keep all packaging until your claim is resolved; the carrier may require inspection.

8) Allergic reactions and product concerns

Your comfort and safety matter. If you experience an adverse skin reaction within 14 days of delivery:

• Stop using the product immediately.

• Contact us with your order number, product photos, and a brief description of the reaction.

• We will assist with a refund, credit, or exchange as appropriate and may ask a few questions to help prevent future issues.

9) Lost, missing, or stolen packages

• If tracking shows Delivered but you cannot locate the package, check with household members, reception, neighbors, and your local carrier office.

• If still missing, contact us within 7 days of the delivery scan. We will help file a trace and determine next steps. Resolutions depend on carrier investigation and any shipping protection purchased.

10) Bundles, sets, and gifts-with-purchase

• Bundles/sets: Must be returned complete. Partial returns from a set may receive a pro-rated refund only if expressly allowed.

• Gifts-with-purchase (GWP): If your return brings the order below the promotion threshold, please return the GWP or we may deduct its retail value from your refund.

• Free samples: Not returnable or refundable.

11) Refund method and timing

• Approved refunds are issued to the original payment method. If that is unavailable (e.g., expired card), we will issue store credit.

• Processing times: we typically initiate refunds within 2–3 business days after approval. Your bank or payment provider may take an additional 3–10 business days to post the credit.

• If you used a gift card or store credit, that portion is refunded back to store credit.

12) Price adjustments

• We do not offer retroactive price adjustments if an item goes on sale after your purchase unless explicitly stated in the promotion.

13) International returns

• Duties, taxes, and brokerage fees paid to customs or carriers are non-refundable through Oliva Beauty. You may inquire with your local authority about reclaim options.

• For international returns, use a trackable service and mark customs forms as “Returned Goods” to avoid additional import fees. We cannot accept COD parcels.

14) Refused, unclaimed, or undeliverable packages

• If a package is returned to us due to refusal, address errors, or failed delivery attempts, we can reship after confirming details and collecting any additional shipping charges.

• For refunds on such returns, we deduct original shipping and any carrier return fees, unless the error was ours.

15) Fraud prevention and abuse

We reserve the right to limit or decline returns in cases of suspected abuse, excessive returns, or fraud, consistent with applicable law.

16) How to reach us

We’re here to help with returns, exchanges, or questions about this Policy.

✉️ Email: zenhato@gmail.com
📞 Phone: 414-223-5165
🏢 Address: 4545 Trouser Leg Road, Milwaukee, Wisconsin