Atmaksas politika
Last updated: July 18, 2025
We want you to be fully satisfied with your OLiHUG purchase.
Please read below for details on returns, exchanges, and refunds in accordance with the Distance Sales Agreement and EU consumer protection regulations.
1. Right of Withdrawal
If you are an EU consumer (natural person), you have the right to withdraw from your purchase within 14 days of receiving your order — without giving any reason.
This 14-day period begins on the day you (or a person you authorized) receive the goods.
To exercise this right, please send a clear statement or the Withdrawal Form (available in the Distance Sales Agreement, Appendix No. 1) to info@olihug.com.
Your message must include your full name, order number, contact details, and the product(s) you wish to return.
2. Return Conditions
To be eligible for a return:
The product must be unused, undamaged, clean, and returned in its original packaging with all labels intact.
You must include proof of purchase (invoice, payment confirmation, or order number).
The product must be returned within 14 days from the date you notified us of your withdrawal.
If the returned item does not meet these conditions (e.g., is used, incomplete, or not properly packaged), we may refuse the refund or reduce the amount refunded in proportion to the loss of value.
3. Return Shipping Costs
The Buyer is responsible for return shipping costs.
In cases where the product is defective, incorrectly assembled, or not as described, OLiHUG covers all return delivery expenses.
Returned parcels must be sent using the method and address provided by OLiHUG after we confirm your withdrawal request.
4. Refunds
Once your return is received and inspected, we will notify you by email.
If approved, your refund will be processed within 14 days to the same payment method you used for the original transaction.
For international refunds, any bank or transfer fees may be deducted from the total refund amount.
Refunds apply only to the price of the product and standard shipping costs (if applicable).
Expedited delivery or courier surcharges are not refundable.
5. Exchanges
If you wish to exchange a product (for example, for a different color or variant), please indicate this clearly in your withdrawal email or form.
Exchanges are accepted only for unused products with original packaging.
If immediate replacement is not possible, OLiHUG will process the exchange within 20 business days.
6. Non-Returnable Items
For health, hygiene, or safety reasons, the following items cannot be returned once opened or used:
Creative kits or materials whose packaging has been opened;
Personalized or custom-made products;
Items damaged or altered after delivery due to improper storage or handling.
7. Responsibility During the Return Period
Until the returned product reaches OLiHUG, the Buyer is responsible for maintaining its quality and safety.
Please pack your return carefully to avoid damage during shipping.
OLiHUG is not responsible for products lost or damaged during return transit caused by improper packaging or courier error.
8. Faulty or Damaged Products
If you receive a faulty or damaged product, please notify us immediately (within 48 hours of delivery) by emailing info@olihug.com and include:
Your order number,
A brief description of the issue, and
Photos showing the defect or damage.
We will replace the item or issue a full refund (including shipping costs) once the issue is verified.
9. How to Return
Email info@olihug.com with your order number and reason for return.
Wait for confirmation and return instructions (address and method).
Pack the items securely in original packaging.
Send the parcel and keep your courier receipt until your refund is processed.
10. Contact
If you have any questions about returns, exchanges, or refunds, please contact us:
📧 info@olihug.com
🏠 OLiHUG, Zeltrītu iela 24, Mārupe, LV-2167, Latvia
Summary
14-day right of withdrawal for European consumers.
Product must be unused and in original condition.
Buyer covers return postage unless product is faulty.
Refunds issued within 14 days after receiving approved returns.
Non-returnable: opened kits, hygiene-sensitive items, or custom orders.