Refund policy

Returns and refunds

We want you and your pet to be happy with your order. If you are not, here is how returns work.

Changing your mind

You can cancel your order for any reason within 14 days of receiving it. To do so, email us at hello@olvena.co.uk with your order number. You then have a further 14 days to send the item back to us. Items should be unused and returned with their original packaging where possible. Unless the item is faulty, the cost of return postage is yours.

Refunds

We will refund you within 14 days of receiving the item back, or within 14 days of you providing proof that you have sent it, whichever is sooner. Refunds go back to your original payment method. If you chose free standard delivery, there is no delivery charge to refund.

Faulty or incorrect items

If your item arrives faulty, damaged or not as described, contact us within 30 days of delivery for a full refund, including any postage costs. After 30 days, we will offer a repair or replacement, or a refund if that is not possible. Please include your order number and a photo of the issue so we can resolve it quickly.

Your statutory rights

This policy does not affect your legal rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Contact

Kariem Abouzaid, trading as Olvena
10 Elvin Gardens, Wembley Park, HA9 0QG, United Kingdom
hello@olvena.co.uk