At Olivia House, we take great pride in offering luxury household items that are of the highest quality and craftsmanship. To ensure that you are completely satisfied with your purchase, we have established the following Refund and Return Policy. Please review this policy carefully.

1. Eligibility for Returns

  • Condition of Items: To be eligible for a return, the item must be in its original, unused condition, with all tags, packaging, and certificates of authenticity intact. Any signs of wear, damage, or alteration may result in the refusal of the return.
  • Time Frame: You must initiate a return request within 7 days of receiving your order. After this period, we are unable to accept returns.
  • Non-Returnable Items: Custom or personalized items, sale items, and any items marked as “final sale” are not eligible for returns or refunds. These items are considered final purchases.

2. Return Process

  • Return Authorization: Before returning any item, you must obtain a Return Authorization (RA) number from our customer service team. Returns without an RA number will not be accepted.
  • Return Shipping: The cost of return shipping is the responsibility of the customer, unless the return is due to a defect or error on our part. We recommend using a trackable shipping method and purchasing shipping insurance, as we cannot be held responsible for items lost or damaged during return shipping.
  • Return Instructions: Detailed return instructions, including the address for returns, will be provided when you receive your RA number. Please ensure that the item is securely packaged to prevent damage during transit.

3. Inspection and Approval

  • Quality Inspection: Once we receive your returned item, it will undergo a thorough inspection by our quality control team. This process ensures that the item is in its original condition and meets our return eligibility criteria.
  • Approval or Rejection: If the return is approved, we will process your refund or exchange promptly. If the return is rejected due to non-compliance with our return policy, the item will be returned to you, and no refund will be issued.

4. Refunds

  • Refund Method: Approved refunds will be issued to the original method of payment used at the time of purchase. Please allow 7-10 business days for the refund to be processed and reflected in your account.
  • Restocking Fee: For certain high-value or custom items, a restocking fee of up to 15% may apply. This fee will be deducted from your refund amount and will be communicated to you during the return process.
  • Shipping Costs: Original shipping costs are non-refundable, except in cases where the return is due to a defect or error on our part.

5. Exchanges

  • Exchange Process: If you wish to exchange an item for a different size, color, or model, please contact our customer service team within the 7-day return period. Exchanges are subject to item availability and must meet the same return eligibility criteria as outlined above.
  • Additional Costs: Any difference in price between the original item and the exchanged item must be settled before the exchange is processed. Additional shipping costs may also apply.

6. Defective or Damaged Items

  • Reporting Issues: If you receive an item that is defective, damaged, or incorrect, please contact our customer service team immediately. We will work with you to resolve the issue, including providing a replacement or a full refund, as appropriate.
  • Documentation: To expedite the process, please provide detailed photos of the defect or damage, along with your order number and any other relevant information.

7. Customer Satisfaction

  • Support: Our goal is to ensure your complete satisfaction with every purchase. If you have any concerns or questions about our Refund and Return Policy, please do not hesitate to contact our customer service team. We are here to assist you and will make every effort to address your needs promptly and professionally.

8. Special Considerations

  • International Returns: Please note that international returns may be subject to additional customs duties, taxes, and shipping fees, which are the responsibility of the customer. Please contact our customer service team for more information before initiating an international return.
  • Return Policy Updates: Olivia House reserves the right to update or modify this Refund and Return Policy at any time without prior notice. Any changes will be communicated to you and will apply to purchases made after the date of the update.