Returns & refunds

Last updated 15 September 2026. Delivery information is on our delivery page.

Returns and cancellation rights

We want you to be satisfied with your order. The rights available to you depend on whether you are buying as a consumer or for business purposes. Nothing in this policy limits rights that cannot legally be excluded.

If you are a consumer

If you are an individual buying wholly or mainly outside your trade, business, craft or profession, you may have a legal right to cancel an online order within 14 days after the day you, or a person nominated by you, receives the goods. You must tell us clearly that you wish to cancel within that period.

You may inspect goods as you would in a shop. Opening packaging does not automatically remove your cancellation rights. We may reduce a refund to reflect any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

The statutory cancellation right may not apply to certain goods, including goods liable to deteriorate or expire rapidly, sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, or goods that become inseparably mixed with other items after delivery.

Unless the goods are faulty, damaged, incorrect, or we agree otherwise, you are responsible for returning cancelled goods and for the direct cost of return. Goods should be returned without undue delay and no later than 14 days after you tell us you are cancelling.

Where a valid consumer cancellation applies, we will refund the price paid and the cost of our least expensive standard delivery option. We will make the refund without undue delay and normally within 14 days after we receive the returned goods or you provide evidence that they have been sent back, whichever is earlier. We may withhold the refund until then. Refunds are made using the original payment method unless agreed otherwise.

Business customers and goodwill returns

If you are buying wholly or mainly for business purposes, statutory consumer cancellation rights do not apply. We may, at our discretion, accept unopened products in their original condition when you contact us within 14 days of delivery. Any agreed business return is subject to our return instructions and may exclude original delivery charges and return costs unless the goods are faulty, damaged or incorrect.

Damaged, faulty or incorrect items

Please contact us promptly if goods are damaged, faulty, not as described or incorrect. We may ask for photographs or other reasonable information so that we can investigate. Depending on the circumstances and your legal rights, we will arrange a replacement, repair, price reduction or refund, and will provide appropriate return instructions.

How to request a return or refund

1. Email enquiries@olleco.co.uk and quote your order reference, the item concerned and the reason for the request.
2. Wait for return instructions before sending goods back. This helps us route and identify the return correctly.
3. Package the goods securely and retain proof of posting or collection.

Approved refunds will be returned to the original payment method. Banking processing times may affect when the amount appears in your account.