Return Policy

 

Returns Policy Olivia Praha

PLEASE NOTE THAT WE DO NOT PROVIDE FREE RETURNS, FEES APPLY.

Returns

Can I return my order?

Yes, it is possible. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt. In this case, the order must meet the following conditions:

  • The order still contains all relevant parts, components and packaging arrived in the same condition as the product.
  • Normal handling of the product is evident, damage caused by careless handling is excluded.
  • Products where hygiene is important have been thoroughly cleaned before starting the return process.
  • The product was found to be defective immediately upon receipt.
  • We are entitled to charge the customer for shipping costs.

The return will be processed within 7 business days and if the conditions are met, the return will be officially recognized during this period. We reserve the right to refuse returned items if we suspect they have been used or damaged without our fault.

How can I return my order?

If your order meets the above conditions, you must do the following to initiate the return process:

  • Send an email to: customersoliviapraha@outlook.com
  • Make sure the email contains the following:
    • Order number
    • Reason for return request
    • Photo of the product in case of damage
    • Customer's first name + last name
    • Customer's address

We will then contact you and provide you with the return address. Never send returned goods to the sender, we will send you the correct address after you request it. You, the customer, are responsible for the shipping costs when returning the product.

CANCELLATION

The consumer has the right to withdraw from the contract in accordance with the following provision, if the consumer is a natural person who concludes a legal transaction for purposes that are predominantly not related to their commercial or professional activity:

A. CANCELLATION CONDITIONS

Right to Cancel

The cancellation period is 14 days from the day when you or a third party designated by you, who is not the carrier, received or took possession of the last goods. Since we work with a fully automated system, orders are processed immediately after placement. Therefore, we cannot interrupt the shipping process until delivery, and therefore a refund after receipt of the goods is not possible.

To exercise your right to cancel, you must inform us (Sofie Praha) through a clear statement (e.g. by email) of your decision to withdraw from this contract. Cancellation is complete when we receive the goods. The cost of returning the goods is borne by the buyer.

Note for shipments in transit

Since our goods are shipped from Asia, longer delivery times may occur, which we cannot influence. If the goods are already on their way to you, cancellation is not possible. Please wait until you receive the goods, and then send them back to us. Of course, you can inform us in advance about your cancellation.

To ensure the fastest possible refund, we ask you to send us proof of shipment.

Consequences of Cancellation

If you withdraw from this contract, we must refund all payments we have received from you, except for delivery costs (except for additional costs arising from the fact that you chose a different type of delivery than the cheapest standard delivery offered by us), without undue delay and no later than fourteen days from the day we receive notification of your withdrawal from this contract and the goods. For this refund, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this refund.

ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.