Refund policy

At Olive Heirloom, we work hard to ensure that every order is carefully prepared and accurately fulfilled. Because of the nature of our products and fulfillment process, we maintain a strict return and refund policy as outlined below.

1. All Sales Policy

All sales are considered final except where a return or refund is expressly allowed under this policy or required by applicable law.

We do not offer refunds, returns, or exchanges for:

  • change of mind
  • buyer’s remorse
  • accidental orders
  • gifts that were not wanted
  • items ordered by mistake
  • dissatisfaction based on personal taste, preference, or expectation where the item matches the description provided

2. Return Requests

If we choose to authorize a return, you must contact us within 7 days of delivery at info@oliveheirloom.com.

No return will be accepted without prior written authorization from us.

Any item sent back without prior approval may be refused and no refund will be issued.

3. Return Eligibility

Authorized returns must meet all of the following conditions:

  • item must be unused
  • item must be in original condition
  • item must be returned in the original packaging
  • item must include all inserts, accessories, tags, and protective materials
  • item must not show signs of wear, use, display, gifting, handling beyond basic inspection, or customer-caused damage

We reserve the right to reject any return that does not meet these conditions.

4. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • used items
  • opened or handled items that cannot be resold as new
  • items damaged after delivery
  • gift orders already gifted or used for devotional/display purposes
  • personalized, custom-made, or made-to-order items
  • clearance, sale, discounted, promotional, or final sale items
  • items returned incomplete or without original packaging
  • refused or abandoned packages, except as stated below

5. Return Shipping Costs

Customers are solely responsible for all return shipping costs unless we determine that the item arrived damaged, defective, or incorrect.

Original shipping charges are non-refundable.

If we provide a return label or arrange return shipping on your behalf, the cost of that label or shipment may be deducted from any refund.

6. Restocking / Handling Deduction

For any approved non-defective return, we reserve the right to deduct a restocking and handling fee of up to 15% from the refund amount, in addition to any non-refundable shipping charges and return label costs, where permitted by applicable law.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must notify us within 48 hours of delivery by email at info@oliveheirloom.com and include:

  • your order number
  • a description of the issue
  • clear photos of the item
  • clear photos of the packaging
  • clear photos of the shipping label

Failure to report the issue within this timeframe may result in denial of the claim.

If the issue is verified, we may choose, at our sole discretion, to provide:

  • a replacement
  • store credit
  • a partial refund
  • a full refund

8. Inspection Before Refund

No refund will be issued until the returned item has been received and inspected by our team.

If the returned product is found to be used, worn, damaged, incomplete, or unsellable, the return may be denied or only a partial refund may be issued.

9. Refused, Undeliverable, or Unclaimed Packages

If an order is refused, unclaimed, or returned to us due to an incorrect or incomplete shipping address provided by the customer, any refund will be reduced by:

  • original shipping charges
  • return-to-sender fees
  • carrier surcharges
  • storage charges
  • any other costs incurred by us

10. Refund Method and Timing

If a refund is approved, it will be issued to the original payment method only.

Please allow up to 10 business days after inspection for processing. Your bank or card issuer may require additional time to post the refund.

11. Exchanges

We do not offer exchanges for general preference-based returns.

If an item is confirmed to be damaged, defective, or incorrect, we may offer a replacement instead of a refund.

12. Chargebacks

If you experience an issue with your order, you agree to contact us first and allow us a reasonable opportunity to resolve it before initiating a chargeback.

Chargebacks filed for items that were delivered as described, or for returns not authorized under this policy, may be contested using order records, delivery confirmation, product descriptions, and customer communications.

13. Policy Visibility and Acceptance

By placing an order through our website, you acknowledge that you have read and agreed to this Return & Refund Policy.

Contact Us at info@oliveheirloom.com