Returns and refunds policy

Consumers have 14 calendar days from receipt of the order to notify their decision to withdraw from the purchase, in whole or in part, without stating a reason.

Where the same order is delivered in several consignments, the period begins on receipt of the last one.

To exercise the right of withdrawal, the decision must be communicated unequivocally to:

info@olivyx.es

preferably stating the order number and the products to be returned.

The model withdrawal form included at the end of this policy may also be used, although its use is not mandatory.

Once withdrawal has been notified, the products must be sent without undue delay and, in any event, within 14 calendar days to:

VI-BAC SOLUTIONS, S.L.

C/ Lorenzo Estepa, nave 55

14500 Puente Genil, Córdoba

Spain

The consumer may use whichever carrier they consider appropriate.

The direct costs of return arising from the exercise of the right of withdrawal shall be borne by the consumer.

Products being returned must be in appropriate condition and properly protected for transport.

The consumer must pack the products sufficiently to avoid damage during the return shipment.

The consumer shall be liable only for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning, in accordance with applicable law.

Opened cosmetic products

For reasons of health protection and hygiene, the right of withdrawal may not be exercised in respect of sealed cosmetic products that have been unsealed after delivery where, by their nature, they are not suitable for return for health or hygiene reasons.

Therefore, cosmetic products that have a seal or first-opening guarantee system must keep it intact in order to be returned under the right of withdrawal.

This limitation shall not apply where the product has a defect, a lack of conformity or an issue attributable to OLIVYX.

The consumer may withdraw from only part of the products included in an order.

In that case, the amount corresponding to the returned products will be refunded, taking into account, where applicable, the conditions of any promotions or discounts applied to the order.

A partial return shall not affect the products that the consumer chooses to keep.

Where a promotion, discount, pack, promotional code or commercial advantage is conditional on the joint purchase of certain products, a minimum number of items or a minimum purchase amount, a partial return may entail recalculation of the promotion in respect of the products ultimately kept by the customer.

Such recalculation shall be carried out in accordance with the promotion conditions communicated to the consumer before the purchase and shall never constitute a penalty for exercising the right of withdrawal.

Courtesy free samples freely included by OLIVYX in an order do not need to be returned.

Where, by contrast, the order includes a product or gift expressly linked to a promotion, that gift must be returned when, as a result of a total or partial return, the conditions entitling the customer to receive it are no longer met.

Where a promotional gift must be returned, it must be unused and, where applicable, keep its original packaging and seals.

If the promotional gift is not returned, the corresponding recalculation of the promotion may be made provided that its value and applicable conditions were previously disclosed to the customer.

If the customer receives:

• a product different from the one ordered;
• a defective product;
• a product whose packaging, closure, dispenser or container has a defect;
• a product damaged during transport; or
• an incomplete or incorrectly prepared order,

they must contact OLIVYX at:

info@olivyx.es

To assess the issue, OLIVYX may request the order number and, where necessary, photographs of the product, its packaging or the transport packaging.

The customer need not check the contents of the order in the presence of the carrier in order to report an issue.

Where damage is visible upon receipt, we recommend reporting it, wherever possible, within the following 48 hours, as this helps manage any claims against the carrier.

This period is purely operational and does not limit the rights legally recognised for consumers.

Products sold through OLIVYX are subject to the legal conformity regime provided for in consumer and user legislation.

VI-BAC SOLUTIONS, S.L. shall be liable for any lack of conformity existing at the time of delivery that becomes apparent within the legally established period.

Where there is a lack of conformity, the consumer shall be entitled to the legally provided remedies, which may include, as applicable, bringing the product into conformity, replacement, a price reduction or termination of the contract.

Remedies shall be applied according to the specific circumstances and applicable law.

Where the issue is attributable to OLIVYX, the consumer shall not bear the costs necessary to bring the product into conformity, including any applicable return costs.

Where a return is due to a defective, damaged or incorrect product or to an error attributable to OLIVYX, VI-BAC SOLUTIONS, S.L. shall bear the corresponding costs.

If the customer has had to advance return costs following OLIVYX’s instructions, those costs will be reimbursed where applicable.

The customer may request cancellation of an order by writing to info@olivyx.es.

If the order has not yet been dispatched, OLIVYX may cancel it and refund the amounts paid in full.

If the order has already been dispatched, it may not necessarily be possible to stop delivery, and the request will be handled under the withdrawal and return regime set out in this policy.

The customer must reasonably facilitate delivery of the order.

Failure to collect an order or refusal of delivery does not, by itself, constitute formal notice of exercise of the right of withdrawal.

Where an order is returned to OLIVYX for reasons attributable to the recipient, such as repeated absence, failure to collect within the carrier’s deadline, incorrect delivery details provided by the customer or unjustified refusal of delivery, OLIVYX may claim or deduct, where legally permitted, the direct and actual costs caused by the return of the shipment, without applying additional penalties.

The rights legally recognised for consumers, including the right of withdrawal, shall in all cases remain guaranteed.

Where a refund is due, it will be made using the same payment method used for the purchase, unless the consumer expressly agrees otherwise and provided that this does not generate any cost for them.

In the event of total withdrawal, the costs corresponding to the least expensive ordinary delivery method offered by OLIVYX will also be refunded.

If the customer chose a more expensive delivery method, OLIVYX shall not be obliged to refund the additional cost of that method.

OLIVYX will make the refund without undue delay and, in any event, within the maximum legal period of 14 calendar days from being informed of the decision to withdraw.

However, OLIVYX may withhold the refund until:

• it has received the returned products; or
• the consumer provides sufficient proof of having sent them,

whichever occurs first.

Once the goods have been received, OLIVYX may check the condition of the products and verify that the applicable return conditions are met.

Internal administrative review and approval of the return shall in no case extend the legally established periods for making the refund.

This policy applies exclusively to products purchased directly at www.olivyx.es.

OLIVYX products purchased on marketplaces, in physical stores, from distributors, pharmacies, perfumeries or other points of sale must be returned or claimed through the establishment where the purchase was made and in accordance with its procedures, without prejudice to the rights legally available to the consumer.

VI-BAC SOLUTIONS, S.L. may take appropriate measures where there are objective indications of fraud, abuse or product manipulation related to a return request.

This provision shall in no case limit or exclude the mandatory rights recognised by consumer and user legislation.

(Complete and return this form only if you wish to withdraw from the contract. Its use is not mandatory.)

To the attention of:

VI-BAC SOLUTIONS, S.L.

C/ Lorenzo Estepa, nave 55

14500 Puente Genil, Córdoba

Spain

info@olivyx.es

I hereby give notice that I withdraw from my contract of sale of the following product or products:

Product(s): ______________________________

Order number: ____________________________

Order date: _______________________________

Date of receipt: __________________________

Consumer’s name: __________________________

Consumer’s address: _______________________

Date: _____________________________________

Consumer’s signature (only if this form is notified on paper):