Refund & Return Policy

We want you to be satisfied with your OLVÉRA purchase. This policy explains when and how you can return an item and receive a refund.

Return window

You may request a return within 14 days of the delivery date. Requests outside this window are not eligible.

Condition required for returns

Items must be returned unused, unopened, and in their original, undamaged packaging, with any seals intact.

Returns that do not meet these conditions may be refused and returned to the customer at their expense.

Opened products

For health, safety, and hygiene reasons, opened or used cosmetic products are not eligible for return unless the item arrived damaged, defective, or incorrect.

In accordance with applicable consumer protection laws, the right of withdrawal does not apply to sealed cosmetic products once the seal has been broken after delivery due to health protection and hygiene reasons.

Order Cancellation

If you wish to cancel your order, please contact us at olvera.support@gmail.com as soon as possible.

Cancellation requests must be submitted within 2 hours of placing your order. While we will do our best to accommodate requests received after this time, we cannot guarantee cancellation once an order has entered processing or has been shipped.

If your order is successfully cancelled before processing begins, you will receive a full refund to your original payment method.

Once an order has been processed or shipped, it can no longer be cancelled and must instead be returned in accordance with this Return & Refund Policy.

How to start a return

You must contact us at olvera.support@gmail.com before returning any product. Returns sent without prior authorization may not be accepted.

1. Email olvera.support@gmail.com within 14 days of delivery with your order number and reason for return.
2. Wait for our approval and return instructions. The approved return address will be provided by email only.
3. Once approved, ship the item back using a tracked service. The customer is responsible for the returned item until it has been received by us. We recommend using a tracked shipping service.
4. Once we receive and inspect the return, we will notify you of approval and process the refund within 5–10 business days to your original payment method.

Items returned without prior authorization, or to an address not provided by us in writing, may not be accepted.

Return shipping responsibility

Customers are responsible for the cost of return shipping unless the return is due to our error (damaged, defective, or incorrect item). We recommend a tracked service — we are not responsible for returns lost in transit.

If an incorrect or incomplete shipping address is provided by the customer, any additional shipping costs for resending the order are the customer's responsibility.

Shipping Delays

We are not responsible for delays caused by shipping carriers, customs processing, weather conditions, or other circumstances beyond our reasonable control.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or is not what you ordered, email us within 7 days of delivery with your order number and photos of the item and packaging. We will arrange a replacement or full refund, including return shipping, at no cost to you.

Non-refundable items

• Opened or used products (except damaged/defective/incorrect).
• Sale or promotional items marked as final sale.
• Original shipping charges (except where the return is our error).

Refunds

Approved refunds are issued to the original payment method. Depending on your bank or card issuer, funds may take an additional 5–10 business days to appear.

Contact

Questions? Email olvera.support@gmail.com.