Refund policy

RETURN & REFUND POLICY

Last Updated: September 1, 2025

Thank you for shopping with Olanera. We aim to provide a fair and transparent return experience while protecting our business from fraud, abuse, and misuse of our policies.

For any questions or concerns, contact us at support@olanera.com.

1. RETURN ELIGIBILITY

We offer a 30-day money-back guarantee under the following conditions:

  • The return window begins on the delivery date confirmed by the shipping carrier, not the date claimed by the customer
  • Items must be:
    • Unused
    • In original condition
    • In original packaging
    • Accompanied by proof of purchase

Returns that do not meet these requirements will be denied without refund.

2. BOGO & PROMOTIONAL RETURNS (STRICT POLICY)

To prevent abuse of promotional offers:

  • All items from a BOGO or similar promotion must be returned together to qualify for a refund
  • Returning only part of a promotional order voids refund eligibility entirely
  • Partial returns may only qualify for an exchange at our sole discretion

3. RETURN SHIPPING

  • Customers are responsible for all return shipping costs
  • Original shipping fees are non-refundable
  • We recommend using a trackable shipping method

Olanera is not responsible for lost return shipments.

4. INSPECTION & FRAUD PREVENTION

All returns are inspected upon receipt.

Refunds will be denied if:

  • The item differs from what was shipped
  • The item shows signs of use or damage
  • The item is counterfeit or substituted
  • Packaging or components are missing

Fraudulent returns may result in:

  • Account restrictions
  • Refusal of future service
  • Reporting to payment processors

5. REFUNDS

  • Refunds are issued only to the original payment method
  • No cash or alternative compensation will be provided

Processing:

  • Up to 10 business days after approval
  • Additional delays may occur depending on your bank

6. NON-RETURNABLE CASES

We do not accept returns for:

  • Used or worn items
  • Items returned after 30 days
  • Misused or damaged products
  • Orders flagged for abuse or fraud

7. EXCHANGES

  • Exchanges are subject to approval and availability
  • We reserve the right to deny exchanges in cases of suspected abuse

8. CHARGEBACK POLICY

Filing a chargeback without contacting us at support@olanera.com is a violation of this policy.

We reserve the right to:

  • Dispute chargebacks using delivery confirmation
  • Recover associated costs
  • Ban customers from future purchases