Our Commitment
Every OLIVRX order should arrive complete, secure and in excellent condition.
Where an order is damaged, defective, incomplete, incorrect or otherwise not as described, please contact us promptly. We will assess the issue and provide an appropriate remedy in accordance with this policy and your statutory rights.
Inspect Your Order on Arrival
Please inspect your delivery as soon as reasonably possible after it arrives.
Contact us within 48 hours of delivery wherever possible if:
- A bottle is broken, cracked or leaking
- A tamper-evident seal is broken, loose or missing
- A product appears to have been opened or tampered with
- An item is damaged or defective
- An item is missing
- You received the wrong product
- The outer shipping box or internal packaging is significantly damaged
Reporting an issue promptly allows us to investigate the delivery and resolve it more efficiently.
The 48-hour reporting request does not affect your statutory rights.
Opening the Outer Shipping Box
Opening the outer shipping box does not, by itself, prevent a return.
However, any OLIVRX box containing food products is supplied inside protective sealed wrapping.
For food-safety and hygiene reasons, products intended for a change-of-mind return must remain completely unopened, unused and sealed in their original protective packaging.
Sealed Food Products
We cannot normally accept a change-of-mind return if:
- The protective sealed wrapping around any food-product box has been opened,
- torn, cut, removed or damaged
- The food-product box has been opened
- A bottle has been removed from its original sealed presentation
- A bottle cap or tamper-evident seal has been opened, broken, loosened or
- tampered with
- An aroma product or other consumable component has been opened
- Any product has been used, sampled or consumed
- The original packaging is incomplete or damaged in a way that prevents the product
- from being safely resold
To qualify for an approved change-of-mind return, the complete product must remain:
- Unopened
- Unused
- Undamaged
- Complete
- Fully sealed in its original protective wrapping
- In a condition suitable for safe resale
These restrictions do not apply where a product is faulty, damaged, unsafe, incorrect or otherwise not as described.
Nothing in this policy limits your statutory rights.
Tamper-Evident Bottle Seals
Every OLIVRX bottle is supplied with a tamper-evident seal.
Do not consume or use a bottle if:
- The tamper-evident seal is broken, loose, damaged or missing
- The cap appears to have been opened or interfered with
- The bottle is cracked, chipped, broken or leaking
- The contents appear unusual
- There are signs of contamination or tampering
- You have any reasonable concern about the bottle’s safety or integrity
Set the affected bottle aside, keep it securely away from children and contact us promptly.
Do not taste or consume the product to determine whether it is safe.
Damaged, Leaking, Unsealed or Defective Bottles
Where only part of an order is affected, OLIVRX will generally replace the individual damaged, leaking, unsealed or defective bottles rather than replace the complete product box.
We will determine the appropriate resolution by considering:
- The number of bottles affected
- The nature and extent of the damage
- Whether oil has leaked onto other bottles or packaging
- Whether broken glass may be present
- Whether the integrity of neighbouring bottles has been affected
- Whether the remaining products can be used safely
- Whether individual replacement bottles provide a reasonable resolution
Where the remaining bottles are unaffected and safe to use, we will normally send replacements for the confirmed affected quantity at no additional cost.
Where the damage is extensive or the safety of the remaining products cannot reasonably be confirmed, we may replace the complete affected product or provide an appropriate partial or full refund.
We will never ask you to consume or retain a bottle that is damaged, leaking, unsealed or appears unsafe.
This does not affect your statutory rights.
Broken Glass or Significant Leakage
Do not handle broken glass with bare hands.
Keep children and animals away from the affected area and dispose of any immediate hazard safely.
Where possible, take photographs before disposing of broken items. However, your personal safety must always come first.
Please tell us if broken glass or significant leakage has contaminated other bottles or packaging so that we can assess whether the remaining products are safe.
Evidence Required
When reporting an issue, please provide:
- Your full name
- Your order number
- A clear description of the problem
- The number of products affected
- Clear photographs of the affected bottles
- Clear photographs of the caps and tamper-evident seals
- Photographs showing leakage, breakage or other visible damage
- Photographs of the protective sealed wrapping
- Photographs of the inner product box
- Photographs of the outer shipping box
- A photograph of the shipping label, where possible
The photographs must be sufficiently clear for us to identify the affected products and assess the nature of the issue.
We may request additional information where reasonably necessary to verify the claim.
Keep the Products and Packaging
Please retain the affected products, bottles, caps, seals, internal packaging and outer shipping box until we confirm whether they should be:
- Kept
- Returned
- Safely disposed of
- Made available for inspection
Do not dispose of affected products before we have reviewed the claim unless keeping them would create a safety risk.
Where disposal is necessary for safety reasons, please photograph the affected products and packaging first wherever it is safe to do so.
Missing or Incorrect Items
If an item is missing or you receive an incorrect product, contact us within 48 hours of delivery wherever possible.
Please provide your order number and photographs of everything received inside the parcel.
Once the issue has been verified, we will arrange an appropriate replacement or refund at no additional cost.
Unopened Non-Food Products
Unused non-food products may be eligible for return where the customer exercises an applicable cancellation right within 14 days of delivery.
The returned product must be:
- Unused
- Complete
- Undamaged
- In its original packaging
- In a condition suitable for resale
Please contact us before returning anything.
Do not send a return until OLIVRX has approved it and provided return instructions.
Sensory Box Returns
Where a Sensory Box contains aromas or other consumable products, every consumable component must remain unopened, unused and fully sealed in its original packaging to qualify for a change-of-mind return.
The Sensory Glass and any other non-food components must also remain:
- Unused
- Complete
- Undamaged
- In their original packaging
We cannot normally accept the complete Sensory Box as a change-of-mind return if an aroma, consumable component or protective seal has been opened or used.
Where only one component is faulty, damaged or incorrect, we may replace that individual component rather than replace the complete Sensory Box.
This does not affect your statutory rights.
Programme Orders
Programme orders may include one or more products supplied according to the duration, delivery structure and fulfilment schedule shown on the relevant product page and confirmed at checkout.
To request the cancellation or amendment of a future delivery, contact us before that delivery enters processing.
We will try to accommodate requests received before processing begins. However, we cannot guarantee that an order or scheduled delivery can be changed or cancelled after it has entered processing or been dispatched.
Once a food-product delivery has been dispatched or delivered, its return eligibility will be assessed under the sealed-food and damaged-product provisions of this policy.
Where a programme has been paid for in advance, any approved refund will apply only to eligible products or deliveries that have not already been supplied, processed or dispatched.
The refund calculation may take account of:
- Products already delivered
- Deliveries already processed or dispatched
- The standard selling price of products already supplied
- Any programme discount applied to the original purchase
- Any other lawful and properly disclosed deductions
We will explain any refund calculation clearly before processing it.
Cancelling an Order
Contact us immediately if you wish to cancel an order.
An order can only be cancelled where we are able to stop it before it enters processing or dispatch.
Submitting a cancellation request does not guarantee that the order can be stopped.
Where an order has already been dispatched, the applicable return rules will apply.
Cancelling a future programme delivery does not cancel or refund products or deliveries that have already been supplied, processed or dispatched.
Do Not Return Products Without Approval
Do not return any product until OLIVRX has reviewed the request and issued return instructions.
Returns sent without prior approval may:
- Be delayed
- Be sent to the wrong location
- Be refused where legally permitted
- Be returned to the sender
- Prevent us from identifying or processing the claim correctly
Approval of a return does not, by itself, confirm that a refund is due. The returned products may need to be inspected before the final resolution is confirmed.
Approved Return Instructions
Where a return is approved, we will provide:
- The correct return address
- A return reference, where required
- The products authorised for return
- Packaging instructions
- The return deadline
- Information about return-delivery costs
- Any required tracked-delivery instructions
Only products specifically authorised for return should be included in the parcel.
Repacking an Approved Return
Where possible, place the approved products back inside the original outer shipping box.
For a change-of-mind return, the protective sealed wrapping around any food-product box must remain completely intact.
Do not attempt to recreate, replace or repair damaged protective wrapping.
Seal the outer shipping box securely with strong parcel tape.
If the original outer shipping box is unsuitable, use a strong alternative box with sufficient protective material to prevent movement, crushing, leakage or impact during transit.
Do not attach tape, return labels or other adhesive materials directly to:
- An OLIVRX branded product box
- Protective sealed wrapping
- A bottle
- A bottle cap
- A bottle label
- An aroma vial or its label
- The Sensory Glass packaging
Products returned without adequate protection may be damaged in transit and may affect the amount of any voluntary change-of-mind refund, where permitted by law.
Return-Delivery Costs
Where a return is required because a product is faulty, damaged, incorrect or not as described, OLIVRX will provide suitable return instructions and cover reasonable return costs where applicable.
For an approved change-of-mind return, the customer will normally be responsible for the cost of returning the products unless OLIVRX confirms otherwise.
The customer must follow the return instructions provided.
We recommend using a tracked service and retaining proof of postage until the return and any refund have been completed.
OLIVRX cannot accept responsibility for a voluntary customer return that is lost or damaged because it was inadequately packaged or sent without appropriate proof of postage, except where responsibility cannot legally be excluded.
Inspection of Returned Products
All returned products may be inspected before a replacement or refund is confirmed.
We may verify:
- The condition of the products
- Whether seals and protective wrapping remain intact
- Whether any product has been opened or used
- Whether all components are present
- Whether the returned products match the approved return request
- Whether damage occurred before or during return transit
Where a return does not meet the applicable requirements, we will contact the customer before deciding the next step.
Replacements
Approved replacement products will normally be sent to the delivery address associated with the original order unless another address has been agreed in writing.
Replacement availability may depend on stock.
Where an identical replacement is unavailable, we will discuss an appropriate alternative or refund.
A replacement does not restart or extend the shelf life of unaffected products in the original order.
Partial Replacements and Partial Refunds
Where only part of an order is affected, we may provide a replacement or refund relating only to the affected products.
For example, where individual bottles are damaged or leaking but the remaining bottles are unaffected and safe to use, we will generally replace the affected bottles rather than replace or refund the complete product box.
Where a partial refund is appropriate, it will reflect the affected products and the circumstances of the claim.
Nothing in this section limits any legal remedy available to the customer.
Approved Refunds
Approved refunds will be issued to the original payment method unless the customer expressly agrees to another method.
We will process an approved refund without undue delay and within the period required by applicable law.
Once processed, please allow approximately 5–10 working days for the payment to appear in your account. The exact timing is controlled by the bank or payment provider.
OLIVRX is not responsible for delays caused solely by the customer’s bank or payment provider after the refund has been processed.
Delivery-Charge Refunds
For a voluntary change-of-mind return, any refund of the original delivery charge will be handled in accordance with applicable consumer law.
Where the complete order is faulty, damaged, incorrect, not as described or not delivered, eligible delivery charges will be refunded where required.
Any premium amount paid for an upgraded delivery service may not be refundable beyond the cost of the applicable standard delivery service, where permitted by law.
Store Credit
Refunds will not be issued as store credit unless the customer expressly agrees.
OLIVRX will not require a customer to accept store credit instead of a monetary refund where the customer is legally entitled to receive money back.
Gifts
Where an order was purchased as a gift, an approved monetary refund will normally be returned to the original purchaser using the original payment method.
Where appropriate, a replacement may be sent directly to the gift recipient.
We may need to communicate with the original purchaser before processing a monetary refund.
Proof of Purchase
We may require reasonable evidence that the product was purchased directly from OLIVRX.
Evidence may include:
- The order number
- The order-confirmation email
- The purchaser’s full name
- The email address used for the order
- The delivery address
- Other reasonable evidence of purchase
Products purchased through another retailer must normally be returned through that retailer in accordance with its returns process and the customer’s statutory rights.
Suspected Misuse or Fraud
OLIVRX may investigate claims where there is reasonable evidence of:
- Repeated or unusual claims
- Altered photographs or information
- Products that do not match the relevant order
- Deliberate damage or tampering
- False reports of missing or damaged products
- Abuse of the replacement or refund process
We may refuse a claim where there is clear evidence of fraud, deliberate misuse or material misrepresentation, subject always to applicable law and the customer’s statutory rights.
Your Statutory Rights
Nothing in this policy excludes, restricts or replaces your statutory rights.
You may be entitled to a refund, replacement, repair or another remedy where products are faulty, damaged, unsafe, incorrect, not of satisfactory quality, not fit for purpose or not as described.
Where this policy provides greater protection than the minimum required by law, the additional protection is offered by OLIVRX as part of our customer-service commitment.
Contact Us
For help with a return, replacement, damaged delivery or refund, contact us through the Contact Us page.
Please include your order number and all relevant photographs and information.
Please confirm during implementation that:
- The Contact Us wording links to the correct Contact page
- The Contact Us enquiry dropdown includes Returns & Refunds
- All order-support links direct customers to the correct page
- The links work correctly on desktop and mobile.