Refund Policy
- Order Cancellation
You have placed an order but changed your mind in the meantime? No worries, this sometimes happens and we understand.
If within 30 days following your order you change your mind and wish to cancel, you simply need to contact us by email at serviceclient@olieneela.com. Then we will ask you to return the item(s) in the original, undamaged packaging to the address:
Olie Neela
Marly Innovation Center, Route de l’ancienne papeterie, 170
1723 Marly
For hygiene reasons, only intact (unopened) products in their original packaging can be returned.
After receipt and inspection of the products, we will proceed with a full refund of the order amount within a maximum of 1 week after receiving the returned parcel.
If you wish to exchange for an equal or higher amount, a new parcel will be sent to you without additional handling fees.
Unfortunately, we are unable to cover the return shipping costs for unwanted items. Therefore, the postage costs for returning these items are the customer's responsibility. Please ensure you obtain proof of sending as returned items are the customer's responsibility until they reach us.
If you cancel your order before the items are shipped, a refund will be made immediately.
- Damaged or Defective Products
In the unlikely event that you receive a damaged or defective item, we can offer a full refund within 30 days following the customer's receipt of the order. We simply need photographic proof of the damaged/defective item along with the tracking number.
In some cases, we may ask you to return this item (at no cost to you). Just contact customer service first at serviceclient@olieneela.com providing the order reference, and our customer service will send you a shipping label.
After receipt and inspection of the products, we will proceed with a full refund of the order amount within a maximum of 1 week after receiving the returned parcel, or you may place a new order on the site.