Return Policy
Last updated: October 10, 2026
This Return & Refund Policy applies to purchases made through https://www.olivexem.com and is administered by Henan Aosong Network Technology Co., Ltd. (“Olivexem,” “we,” “us,” or “our”).
Last updated: October 10, 2026
1. Return Window
You may request a return for an eligible item within 180 calendar days after delivery. Nothing in this policy limits rights that cannot lawfully be excluded under applicable consumer-protection law.
2. Return Eligibility
To help us assess a return, the item should be in its original condition, with all included parts, accessories, and packaging where reasonably available, and you should provide proof of purchase or the order number. If an item has been used, damaged after delivery, altered, or returned incomplete, we will assess the request in light of the product, the reason for return, and applicable law.
Any exclusions for hygiene-sensitive, personalized, customized, final-sale, or other products must be clearly disclosed before purchase and must comply with applicable law. Do not add an exclusion unless it accurately reflects the products sold and is legally permitted.
3. How to Request a Return
Before sending an item back, email service@olivexem.com with:
· Your order number and the email address used at checkout.
· The item you want to return.
· The reason for the return.
· Clear photos or other supporting information if the item arrived damaged, defective, incorrect, or materially different from its description.
Please wait for our response and written return instructions before shipping any item. Unauthorized returns may be delayed or may not be identifiable when received.
4. Return Address
The return address will be provided by customer support after your return request has been approved. Do not send returns to our business registration address. The return warehouse address may be different from the business registration address.
5. Return Shipping Costs
Return-shipping costs will be discussed and agreed on a case-by-case basis between the customer and Olivexem before the return is shipped. The agreed arrangement will take account of the reason for return and any requirements of applicable law. Do not ship a return until customer support has provided written approval and instructions.
If an item arrives damaged, defective, incorrect, or materially different from the product description, contact us promptly with your order number and supporting photos. We will review the issue and provide an appropriate remedy, which may include a replacement, refund, or return solution, at no additional cost to you where required by applicable law or where we confirm the issue is our responsibility.
Any restocking fee or other deduction must be disclosed in advance, be reasonable, and be permitted by applicable law. Do not charge a fee that is unlawful or use a fee to avoid responsibility for a damaged, defective, or incorrect item.
6. Refund Review and Processing
After an approved return is received, we may inspect the item to confirm the reported condition and eligibility. We will notify you of the outcome.
Once a refund is approved, we will process it to the original payment method within 7 days, unless applicable law requires a different timeframe. The bank or payment provider may require additional time to post the funds. The 7-day period refers to our refund processing, not the time taken by the payment provider to make the funds available.
Original shipping charges, duties, taxes, and other charges will be handled in accordance with the checkout disclosures, the reason for return, and applicable law. The final policy must state clearly whether original shipping charges are refundable in each relevant circumstance.
7. Exchanges and Replacements
If you would like an exchange or replacement, contact service@olivexem.com. Availability depends on inventory and the nature of the issue. If an item is defective, damaged, or incorrect, we will assess an appropriate solution in accordance with applicable law.
8. Order Cancellations
If you need to cancel or change an order, contact service@olivexem.com as soon as possible and provide your order number. We will try to assist if the order has not entered processing or fulfillment. A cancellation may not be possible after dispatch. Any statutory cancellation rights remain unaffected.
We cannot guarantee that an order can be changed or cancelled once processing or fulfillment has begun. Contact service@olivexem.com as soon as possible. Mandatory cancellation rights under applicable law remain unaffected.
9. Missing, Damaged, or Incorrect Orders
If your parcel appears lost, arrives damaged, or contains the wrong item, contact service@olivexem.com with your order number and relevant details. We will review the information and work with the appropriate service providers as needed. A tracking status alone does not prevent us from reviewing a delivery complaint.
10. Contact
Email: service@olivexem.com
Phone: +86 375 686 0905
Legal company name: Henan Aosong Network Technology Co., Ltd.
Business registration address: No. 33 Jianxing Street, Ruzhou City, Pingdingshan, Henan Province, China
Please note: the business registration address is not a return address. Approved returns must be sent only to the return address provided by customer support.