Refund policy
Cancel Order
If the goods are not shipped, a full refund can be made. Refunds are not supported after the goods are sent. The website will process the order within 48 hours after the customer requests to cancel the order. After agreeing to cancel the order, the customer will receive a refund within one day.
Return & Exchange
1. Conditions of return
(1) Return period: All returns must be returned within 30 days of receipt of the order.
(2) Applicable circumstances for return : Merchandise eligible for return must be:
– New, unused and in original condition;
–The problem of the product is not man-made damage;
– Accompanied by a proof of purchase (order confirmation email or number).
(3) Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
2. The return process
Step 1: Please contact our customer service at support@okeyolive.com and provide the order number, the reason, and the necessary pictures or videos to verify your order issue.
Step 2: Our customer service team investigates and offers a solution based on our policy. We will reply to you within 72 hours.
Step 3: If your return is accepted, we’ll notify you, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Note: If more than 30 business days have passed since we approved your return, and you have not received a refund. Please contact us at support@okeyolive.com.
3. Shipping fee for return
Customers are responsible for returning the item(s) at their own expense. We do not provide a pre-paid return label to return your package. Please make sure to ship your package with a tracking number, signed delivery and/or insurance, as OKEYOLIVE are not held responsible for any lost returns.
Refund
1.Applicable circumstances for full refund
1) New, unused and in original condition
2) Inclusive of all original hangtags, packaging, and components
2. Refund process
1) Return the product (if required). We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
2) What to do if the refund is not received: If more than 30 business days have passed since we approved your return, and you have not received a refund. Please contact us at support@okeyolive.com.
Note: To explain any return application, please contact the official email attached first. Any return without prior application will not be accepted.