Refund Policy
Refund Policy — Olivia-Sydney
We want you to love what you order from Olivia-Sydney. If something isn't quite right, we've made returns as simple as possible.
Our 30-Day Return Promise
If you change your mind about a purchase, you have 30 days from the delivery date to return it.
To be eligible for a change-of-mind return:
- Items must be unused, unwashed, and in original condition
- Tags and original packaging must be intact
- Proof of purchase is required (your order confirmation email is fine)
To start a return, email us at [jouw e-mail] with your order number and reason for return, and our team will guide you through the next steps.
Return Shipping and Restocking Fee (Change of Mind Only)
For change-of-mind returns, all approved items must be shipped back to our warehouse. Customers are responsible for:
- Return shipping costs
- Choosing a shipping method that includes tracking
- Any applicable customs duties or handling fees on the return shipment
A 15% restocking fee applies to change-of-mind returns, including refused deliveries and unclaimed parcels returned to us. This fee does not apply to items that are faulty, damaged, or incorrect. See below for how we handle those.
Order Cancellations
Orders can be cancelled within 15 minutes of purchase. Once processing has begun, we may not be able to guarantee a cancellation, though you can still arrange a return once the order arrives, in line with this policy.
Refund Processing
Once we receive and inspect your return, we will process your refund within 10 business days to your original payment method, and send you a confirmation once it is done.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty, or is not what you ordered, contact us straight away at [jouw e-mail]. In these cases:
- We will cover the cost of return shipping
- No restocking fee will ever apply
- You are entitled to a free repair, replacement, or full refund, at your choice for major issues, in line with your rights under Australian Consumer Law
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or replaces these rights.
Questions?
We're happy to help with anything related to returns or refunds.
Email: info@olivia-sydney.com
Business Hours: [jouw dagen/tijden]
