Refund policy

Scope and Intent

This Return and Refund Policy applies to all purchases made through the Olviqo website.

Contact Information

For questions about returns and refunds, please contact our customer service via:

Return Window

Customers have the right to cancel their purchase and return the product within 30 days of delivery date without providing any reason, subject to the exclusions listed below.

⚠️ Important: Non-Returnable Items

The following items are final sale and cannot be returned, exchanged, or refunded under any circumstances — including defect, damage during shipping, incorrect sizing, or change of mind:

  • All discounted and sale items. Any product purchased at a reduced price, with a promotional code, during a sale event, or with any form of discount applied at checkout is considered final sale. No returns, no exchanges, no refunds, no exceptions.
  • Custom or personalized items.
  • Hygiene products (e.g., socks, underwear) unless unopened and in original sealed packaging.

By completing your purchase of a discounted item, you acknowledge and agree that the sale is final and that you are not entitled to a return, exchange, or refund of any kind.

Return Instructions

  1. Return Notification: To initiate a return of an eligible (full-price) item, contact our customer service at support@olviqo.com with your order number and a detailed reason for the return.
  2. Return Authorization: After reviewing your return request, we will provide you with detailed instructions and, if applicable, a prepaid shipping label.

Packaging and Shipping

  • Safely pack the item in the original packaging with all labels and tags still attached.
  • Include the return authorization form and any necessary supporting documents or images.
  • Download and print the return label from the link provided in our email.

Return Costs

  • Defective Products (full-price items only): No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
  • Change of Mind (full-price items only): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item.

Specific Return and Refund Conditions

Returns Due to Change of Mind
If you change your mind after purchase, you can return eligible full-price products within 30 days of delivery date, provided the item is unused, undamaged, and in the original packaging. This does not apply to discounted or sale items.

Defective Goods (full-price items only)
If you receive a defective full-price product, contact our customer service immediately for instructions. Olviqo will cover the return shipping costs and provide a replacement product or a refund.

Damaged Goods (full-price items only)
If a full-price product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover the return costs if necessary.

Incorrect Product Received
If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product. This applies regardless of whether the item was purchased at full price or on sale.

Product Never Arrived
If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product. This applies regardless of purchase price.

Cancellation After Order
You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product. Cancellation requests for discounted items will only be accepted before the order has been dispatched.

Discounted and Sale Items — Final Sale Policy

All products purchased at a discounted price are sold on a final sale basis. This includes items marked down during seasonal sales, flash sales, clearance events, promotional campaigns, or any purchase where a discount code or coupon was applied.

Once a discounted order is confirmed and shipped, it cannot be returned, exchanged, credited, or refunded for any reason, including but not limited to: wrong size selected, change of mind, cosmetic imperfections, colour variation from screen display, or dissatisfaction with the product.

Customers are encouraged to review product descriptions, sizing guides, and images carefully before purchasing sale items.

Timelines

  • Return Window: Returns of eligible full-price items must be reported and shipped within 30 days of receiving the product.
  • Return Processing: After receiving and inspecting the returned item, we will process the refund within 7 business days. You will receive a confirmation email.
  • Refund Conditions: A refund is approved if the product is undamaged, unused, in the original packaging, and was purchased at full price.
  • Refund Period: After the return is approved, it takes up to 7 business days to process the refund to the original payment method.
  • Refund Methods: Refunds are made to the original payment method used at the time of purchase.

Return Address

Send all authorized returns to:
10 Anson Road, #35-02
INTERNATIONAL PLAZA
Singapore 079903

Shipping Method

  • Shipping Method: Worldwide delivery via DHL + Track & Trace
  • Restocking Fees: $0

Legal Rights

This policy does not affect any applicable legal rights.

Questions?

Visit our FAQ page or contact our customer service.

Website: Olviqo
Company: VERTEX TRADING CO.
Address: 10 Anson Road #35-02 INTERNATIONAL PLAZA, Singapore 079903
Email: support@olviqo.com | info@olviqo.com
Phone: +65 6903 3909
Customer service: Monday to Friday, 9:00 AM – 5:00 PM