Return and Refund Policy

Last updated: July 16, 2026

This Return and Refund Policy applies to purchases made directly from OLO through its online store.

30-Day Return Window

OLO accepts eligible returns requested within 30 calendar days after the carrier’s tracking information shows that the order was delivered.

After OLO approves a return, the product must be shipped back within 14 calendar days. A return authorization may expire if the product is not sent within that period.

This policy does not limit any rights or remedies that cannot be waived under applicable federal or state consumer protection law.

Return Eligibility

To qualify for a return, the product must:

• Be unused, unworn, unwashed, unaltered, and free from stains, odors, pet hair, makeup, deodorant, or other signs of use.
• Include all original tags, labels, accessories, manuals, and components.
• Be returned in its original packaging when reasonably possible.
• Be accompanied by the OLO order number or other valid proof of purchase.
• Meet the return deadline described above.

Apparel may be tried on indoors for fit, provided it remains clean, undamaged, and otherwise in returnable condition.

OLO may reduce a refund to account for diminished value caused by handling beyond what is reasonably necessary to inspect the product, where permitted by law.

Non-Returnable Products

The following products are not eligible for return unless they are defective, damaged upon arrival, incorrectly supplied, or returnable under applicable law:

• Gift cards, except where a refund is required by law.
• Personalized, customized, or made-to-order products.
• Products clearly identified as “Final Sale” before purchase.
• Opened or used hygiene-sensitive products.
• Digital products or downloadable content after delivery or access.
• Products damaged through misuse, improper care, unauthorized alteration, accident, or normal wear and tear.

Discounted or promotional products remain returnable unless they were clearly identified as “Final Sale” before checkout.

Bundles and Promotional Gifts

Products purchased as part of a bundle should be returned together when the customer seeks a full refund for the bundle.

If only part of a bundle is returned, OLO may recalculate the refund based on the individual value of the products kept and the allocation of any bundle discount.

A complimentary or promotional gift included with a purchase must also be returned when the qualifying purchase is returned. If the gift is not returned, its disclosed retail value may be deducted from the refund where permitted by law.

How to Request a Return

To request a return, email support@oloactive.com and include:

• Your full name.
• Your OLO order number.
• The email address used to place the order.
• The product or products you wish to return.
• The reason for the return.
• Photographs if the product arrived damaged, defective, or incorrect.

Do not send a return before receiving return instructions from OLO. Products sent without authorization may be delayed, refused, or returned to the sender if OLO cannot identify the order or confirm eligibility.

OLO will provide the appropriate return destination after approving the request.

Return Shipping

Customers are responsible for return shipping costs when returning a product because of preference, fit, size, color, or another reason that is not caused by an OLO error.

OLO may provide a prepaid return label for convenience. When a customer is responsible for the return shipping cost, the label cost will be disclosed in USD before use and may be deducted from the refund.

OLO will cover reasonable return shipping costs when:

• The wrong product was delivered.
• The product arrived damaged or defective.
• The product materially differs from what was ordered.
• Applicable law otherwise requires OLO to pay the cost.

OLO does not charge a restocking fee. The restocking fee is USD 0.

Customers should use a trackable shipping method and retain the shipping receipt. Until the return is delivered to OLO, the customer is responsible for loss or damage during return transit, except where OLO provided the shipping label or applicable law provides otherwise.

Damaged, Defective, or Incorrect Products

Inspect your order promptly after delivery.

If a product is damaged, defective, incomplete, or incorrect, email olo.shop@hotmail.com as soon as reasonably possible, preferably within 7 calendar days after delivery. Include clear photographs of:

• The product.
• The defect or damage.
• The packaging.
• The shipping label.

After reviewing the request, OLO may offer a replacement, repair, refund, or another appropriate remedy.

The preferred 7-day notification period helps OLO investigate carrier and fulfillment issues. It does not eliminate any longer period or remedy available under applicable law.

Exchanges

OLO does not guarantee direct exchanges because product availability may change.

The most reliable way to obtain a different size, color, or product is to:

1. Request a return for the original eligible product.
2. Place a new order for the replacement product.

A replacement order is charged separately in USD at the price displayed when the new order is placed.

Refunds

After receiving and inspecting a return, OLO will notify the customer whether the refund has been approved.

Approved refunds will generally be initiated within 10 business days after inspection and issued to the original payment method. Additional processing time by the customer’s bank, card issuer, or payment provider may apply.

Refunds are issued in USD. OLO is not responsible for exchange-rate differences, foreign transaction fees, or fees charged by a customer’s bank or payment provider.

Original shipping charges are not refundable unless:

• OLO delivered a damaged, defective, or incorrect product.
• The order was canceled before shipment.
• The shipment was not completed.
• OLO expressly agrees otherwise.
• A refund of shipping charges is required by law.

If the original purchase was paid with a gift card or store credit, the applicable refund will ordinarily be returned to the same gift card or store-credit balance.

Partial or Refused Refunds

OLO may partially reduce or refuse a discretionary return refund when:

• The product shows signs of use, washing, wear, damage, alteration, or contamination.
• Tags, accessories, components, or promotional gifts are missing.
• The returned product does not match the product purchased.
• The return was sent after the applicable deadline without prior approval.
• OLO reasonably identifies return fraud, abuse, or manipulation.

Any reduction or refusal will be applied only to the extent permitted by law, and OLO will explain the reason to the customer.

Order Cancellations

To request cancellation, email olo.shop@hotmail.com as soon as possible.

OLO cannot guarantee cancellation after an order has entered fulfillment or been shipped. If the order has already shipped, the customer may request a return after delivery, subject to this policy.

When OLO successfully cancels an unshipped order, the amount paid will be refunded to the original payment method in USD.

Missing Refunds

If OLO confirms that a refund was initiated but it does not appear on your account, first contact your bank, card issuer, or payment provider.

If the financial institution cannot locate the refund, email olo.shop@hotmail.com with your order number and refund confirmation.

Contact

For return, exchange, or refund questions, contact OLO at:

Email: olo.shop@hotmail.com