At OLVADE, we are committed to ensuring your satisfaction with our products. However, if you need to return an item, please review our Refund and Returns Policy below. This policy is designed to be consistent with our Terms and Conditions, Shipping Information, and other related policies.
1. Overview
1.1. Our refund and returns policy lasts 30 days from the date you receive your order. If 30 days have passed since your purchase, we regret that we cannot offer you a full refund or exchange, except as required by law.
1.2. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Items that have been installed, altered, or used in any way are not eligible for return, except where they are defective.
1.3. Several types of goods are exempt from being returned, including:
- Custom and hand-crafted products
- Perishable goods (such as food, flowers, newspapers, or magazines)
- Intimate or sanitary goods
- Hazardous materials or flammable liquids or gases
- Gift cards
- Downloadable software products
- Some health and personal care items
2. Non-Returnable and Final Sale Items
2.1. All sales are final across all of our custom headlight and taillight products. Returns are not accepted for these items, except in cases where they are defective. Exceptions may be made for defective items, which can be exchanged for the same model.
2.2. Due to the customized nature of certain products, cancellations may be subject to a 25% non-refundable fee unless otherwise agreed upon under special circumstances (e.g., transfer of vehicle ownership).
3. Custom and Hand-Crafted Products
3.1. Deposit Requirement: For all custom and hand-crafted products, a 50% non-refundable deposit is required at the time of order placement. This deposit secures your order and allows us to begin the design and production process.
3.2. Completion and Balance Payment: Once your custom or hand-crafted product is ready for delivery, the remaining balance must be paid in full before the item is shipped. We will notify you of the completion and provide you with the final invoice.
3.3. Cancellations: If you wish to cancel your custom order after placing it, please note that the 50% deposit is non-refundable. If you cancel before the order is completed, you may be responsible for additional costs incurred up to the point of cancellation.
4. Return Process
4.1. To initiate a return, please contact us at contactus@olvade.com with your order details and the reason for the return. We will provide you with the return instructions and the return delivery address. Do not send your purchase back to the manufacturer unless directed by us.
4.2. You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
4.3. For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. If the returned item is lost in transit, it will be your responsibility, and we will not issue a refund or exchange.
5. Partial Refunds
5.1. There are certain situations where only partial refunds are granted:
- Books with obvious signs of use
- CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records that have been opened
- Any item not in its original condition, that is damaged, or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
6. Refunds
6.1. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
6.2. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-14 business days, depending on your bank or payment provider.
6.3. If you haven’t received your refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. If you’ve done all of this and you still have not received your refund, please contact us at contactus@olvade.com.
7. Exchanges
7.1. We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at contactus@olvade.com with the full details of your purchase and the reason for the exchange.
7.2. We do not accept exchanges for items that have been installed or used unless the item is proven to be defective. Proof of defect must be provided when initiating an exchange.
8. Gifts
8.1. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
8.2. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.
9. Special Conditions for International Orders
9.1. Products that are defective will be replaced. After 30 days, the shipping cost for the replacement is the responsibility of the buyer.
9.2. For international returns, please contact us to discuss the best method for returning the product.
10. Consumer Rights
10.1. This Refund and Returns Policy does not affect your statutory rights under the Consumer Rights Act 2015. You have the right to expect that goods are as described, fit for purpose, and of satisfactory quality. If your goods do not meet these standards, you may have the right to a repair, replacement, or refund.
11. Contact Us
If you have any questions regarding this Refund and Returns Policy, please contact us at contactus@olvade.com.
Last Updated: August 2024