Our goal is for customers to be happy with their purchase. But things may not always go to plan. If things don’t go to plan, contact us and we will try to make things right for you. This policy does not limit your statutory rights to withdraw or rights you may have in relation to incorrect, damaged or defective goods.
- Return & Refund Requests – Please submit a request for a return or a refund promptly. Place your request for a return or refund within 30 days of delivery. If, for some reason, an item is not delivered, submit your request for a refund within 30 days of the most recent estimated date of delivery. We have no obligation to consider a request placed outside 30 days of the date of delivery or the latest estimated date of arrival.
- I changed my mind
- You can cancel an order within 8 hours of the time you placed it (Same Day Cancellation).
- You can also withdraw from a purchase at any time between the time of purchase and 14 days of receipt of the item. If purchased items have been shipped before Odilibo receives a cancellation, you are responsible for the costs of return shipping.
- This is not what I ordered – If you receive an item that is damaged, not the size or color you ordered, or not reasonably consistent with the item listing, you are eligible for a refund. We may request some evidence of the issue – typically just a photo or two. You can return any items, except Excluded Items, within 14 days of receiving the item. Excluded Items include DVDs or software or personal health and hygiene products, such as creams, lotions and other topicals, where the seal has been broken.
- It never arrived – If you don’t receive an item you ordered, you are eligible for a refund. Please contact us within 30 days of the most recent estimated date of delivery.
- Return and refund requests should be placed from within the app – locate the order in your order history and click Customer Support.
- Return of Funds – after Odilibo approves a return or cancellation or withdrawal and (in certain cases) confirms the return of the item, Odilibo will return the amount of the purchase and the standard shipping fees. If you opt for Odilibo Cash, the refund will not be issued to your original payment method. Any fees for special or expedited shipping will not be refunded and (as described above) in some cases the customer will be responsible for return shipping fees.
- Odilibo reserves the right to:
- This Policy may be updated from time to time.
Policy, including the requirement to contact us within 30 days of receipt or
estimated delivery time, does not limit the statutory warranty or withdrawal
rights you may have with a merchant – Odilibo makes these refund and return
options available at its discretion regardless of the rights you may have with
- If Odilibo accepts a return or provides a refund under this policy it will satisfy any refund you were entitled to in relation to the applicable merchant. Therefore, once a refund from Odilibo has been secured, your right or ability to secure a refund or other consideration from the relevant merchant is affected.