Refund policy
Our 10-day voluntary return policy
For a change-of-mind return under our voluntary policy, email austindon0422@gmail.com within 10 days after delivery with your order number and the items you want to return. Items must be unused, unworn and unwashed, with their original tags and packaging. You pay the direct cost of returning a change-of-mind purchase. Returns travel to our return address in China, so please consider the international return cost before purchasing.
We will provide the return reference and shipping instructions. Please retain proof of posting and tracking. Contacting us first helps us identify your return; it does not remove any statutory right to cancel by a clear statement. Our voluntary conditions do not restrict any stronger rights provided by law.
Damaged, faulty or incorrect items
Email us as soon as you notice a problem, with your order number and a description. Photos can help us investigate, but a failure to provide photos does not remove your legal rights. We will arrange an appropriate remedy and cover costs where required by applicable law. The voluntary 10-day window does not limit claims relating to faulty, damaged or incorrectly supplied goods.
Refunds
We will confirm when your return has been received and reviewed. Approved refunds are issued to the original payment method, subject to applicable legal deadlines. The time taken for the credit to appear can depend on your bank or payment provider. We do not require you to accept store credit instead of a refund that you are legally entitled to receive.
EU and UK cancellation rights
Where EU or UK distance-selling cancellation rights apply, you may notify us of cancellation without giving a reason within 14 days after receiving the goods (or the final item when an order is delivered separately), and send them back within 14 days after that notice. Email a clear cancellation statement to austindon0422@gmail.com. You may inspect an item as you would in a shop. A deduction for handling beyond that may apply only where lawful.
We reimburse the payments due, including the standard outbound delivery charge where required. We do not have to reimburse the extra cost of a more expensive delivery service you chose. You bear the direct return cost for a change-of-mind cancellation, as disclosed here. We issue refunds without undue delay and within 14 days after receiving your cancellation notice; where permitted, we may withhold reimbursement until we receive the goods or evidence they have been sent back, whichever is earlier. Your mandatory rights for faulty or misdescribed goods remain unaffected.
Contact and return address
OLIVA Scarves is operated by AUVRIX GLOBAL LIMITED.
Customer care: austindon0422@gmail.com
Return address: Room 2604, Building 4, Chuanqi International Plaza, High-Tech Zone, Nanchang, Jiangxi, China.
Chinese address: 中国江西省南昌市高新区传奇国际广场4栋2604室
Please contact us for the return reference and any additional addressing details before posting.