Returns & Refund Policy

RETURN AND REFUND POLICY

At OLÉA, we want every return request to be handled clearly, fairly, and efficiently. This policy details the terms applicable to orders placed on our online store.

RIGHT OF WITHDRAWAL

In accordance with the regulations applicable to distance purchases, you have a period of 14 calendar days from the receipt of your order to inform us of your wish to withdraw, without having to justify your decision.

Your request must be sent to:

contact@byolea.fr

It must include your order number, your identity, and the products concerned. A mere failure to receive or a refusal of the package does not, by itself, constitute a clear request for withdrawal.

After informing us of your decision, you have an additional 14 days to return the product concerned.

CONDITIONS FOR ACCEPTING A RETURN

The product must be returned:

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  complete, with its accessories, manuals, fastening elements, and any components;
  
• 
  properly protected in packaging suitable for transport;
  
• 
  without damage resulting from incorrect installation, modification, or excessive use;
  
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  accompanied by information allowing the order to be identified.
  

The original packaging must be used when still available, as it is generally designed to properly protect the product. Its absence does not automatically remove the right of withdrawal, but the customer remains responsible for protecting the product during its return transport.

The customer may examine and handle the product only to the extent necessary to verify its nature, characteristics, and functioning. A reduction in the refund may be applied when the product has suffered depreciation resulting from handling beyond what is normally necessary, particularly in the event of installation, prolonged use, scratches, missing parts, or insufficiently protected return.

RETURN COSTS

In the event of a simple change of mind, the costs and risks associated with return transport are borne by the customer, provided they were informed before the order.

Return costs are covered by OLÉA when the product received is:

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  incorrect;
  
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  damaged during transport;
  
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  incomplete;
  
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  or recognized as non-compliant or defective.
  

No return made against reimbursement will be accepted.

DAMAGED, INCOMPLETE OR NON-COMPLIANT PRODUCT

In case of a problem observed upon receipt, contact us as soon as possible at:

contact@byolea.fr

To facilitate and accelerate the analysis of the case, we may ask you for:

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  your order number;
  
• 
  a precise description of the problem;
  
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  photographs or a short video of the product;
  
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  photographs of the package and its shipping label.
  

These elements allow our team to quickly identify the most suitable solution. This procedure does not limit the rights that the customer benefits from under applicable legal guarantees.

The product, its accessories, and its packaging must be kept until the case is closed.

REFUND

After receiving the product or presenting sufficient proof of shipment, OLÉA will proceed with the verification of the return.

When the return conditions are met, the refund includes:

• 
  the price of the returned product;
  
• 
  the standard delivery costs initially charged when regulations require it.
  

Any additional costs resulting from the choice of a more expensive delivery method than the standard delivery offered are not reimbursed.

The refund is made using the payment method used during the order, unless expressly agreed for another method. It occurs at the latest within the applicable legal period. OLÉA may defer the refund until the product is recovered or until proof of its shipment is received.

After validation by OLÉA, the time for funds to appear in the customer's account may vary depending on the banking institution or payment provider.

RETURN REFUSED OR REFUND ADJUSTED

A return may be refused or result in an adjusted refund when:

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  the returned product does not correspond to the order concerned;
  
• 
  accessories, parts, or components are missing;
  
• 
  the product has been deliberately modified or damaged;
  
• 
  the damage results from improper installation or non-compliant use;
  
• 
  the product was returned without sufficient protection and was damaged during transport;
  
• 
  the request does not comply with the applicable deadlines, except for the exercise of a legal guarantee.
  

Any potential retention will be proportionate to the actual depreciation observed and explained to the customer.

ORDER CANCELLATION

A cancellation request can be sent to OLÉA as long as the order has not yet been prepared or handed over to the carrier.

We will do our best to interrupt its processing, but cancellation cannot be guaranteed when logistic preparation has already begun.

When the order has already been shipped, the customer must wait for its receipt and then exercise, when applicable, their right of withdrawal according to the procedure indicated in this policy.

EXCHANGES

OLÉA does not guarantee the immediate replacement of a product with another finish, color, or reference.

When the customer wishes to obtain another model, the initial product can be returned according to the applicable conditions, then a new order must be placed. This arrangement avoids stock reservations and price differences between two references.

CONTACT

For any questions regarding a return, refund, or received product:

OLÉA

Email: contact@byolea.fr

To facilitate the processing of your request, always indicate your order number and, if possible, use the email address used during the purchase.