Returns & Withdrawal Policy
At Olyoo, we want you to be happy with your purchase. If you change your mind, you can request a return in accordance with the conditions and consumer rights outlined below.
This policy applies to customers purchasing from www.olyoo.eu in Romania and other European Union countries to which we deliver.
Our return policy complies with Directive 2011/83/EU on consumer rights, Romanian Government Emergency Ordinance No. 34/2014, and applicable European Union consumer protection legislation.
Nothing in this policy limits mandatory consumer rights provided by the laws of the customer’s country of residence, where applicable.
1. Right of Withdrawal (14 Days)
In accordance with European Union consumer protection legislation and Romanian Government Emergency Ordinance No. 34/2014, consumers have the right to withdraw from an online purchase within 14 calendar days of receiving their order, without providing a reason.
If multiple products from the same order are delivered separately, the withdrawal period begins when the final product is received.
To exercise this right, you must communicate your decision to withdraw before the 14-day period expires.
This right applies to eligible purchases made by consumers in Romania and throughout the European Union.
2. Return Conditions
We kindly ask customers to handle products carefully and return them in the best possible condition.
- Products should be returned with their original accessories and labels, where available.
- We recommend using the original packaging or other suitable protective packaging to prevent damage during transportation.
- Products may be inspected to establish their nature, characteristics, and functionality, as they would be in a physical store.
If a product has been handled beyond what is necessary for such inspection, you may be responsible for any resulting reduction in its value, in accordance with applicable law.
The absence of original packaging does not automatically invalidate your statutory right of withdrawal.
Hygiene and Health Protection Exceptions
In accordance with Article 16(e) of Directive 2011/83/EU and Article 16(e) of Romanian Government Emergency Ordinance No. 34/2014, certain sealed products may be excluded from the right of withdrawal for health protection or hygiene reasons.
This exception applies to products that:
- Are supplied with a protective hygiene seal.
- Are genuinely unsuitable for return due to health protection or hygiene reasons once unsealed.
- Have had their protective hygiene seal broken after delivery.
For products meeting these legal requirements, the right of withdrawal does not apply once the protective hygiene seal has been broken.
This exception may apply to current and future products sold by Olyoo, regardless of their category, provided they meet the applicable legal criteria.
Where applicable, hygiene-related return restrictions will be clearly communicated on the relevant product page before purchase.
Opening ordinary product packaging does not automatically remove the right of withdrawal.
These exceptions do not affect consumers’ statutory rights regarding defective, damaged, or non-conforming products under Romanian or applicable European Union consumer protection legislation.
3. Return Shipping Costs
For standard returns resulting from a change of mind, the customer is responsible for the direct cost of return shipping, provided this information was communicated before purchase.
This applies to eligible orders delivered within Romania and other European Union countries.
Return shipping costs may vary depending on the country of origin, courier service, and parcel characteristics.
If you choose a prepaid return shipping label arranged by Olyoo, the applicable fee will be communicated in advance and may be deducted from your refund with your agreement.
If you receive a defective, damaged, or incorrect product, the applicable legal remedies will be provided without additional costs to you.
4. How to Initiate a Return
To request a return, please follow these steps:
- Submit Your Request: Complete the online withdrawal form available at the bottom of this page within 14 calendar days of receiving your order. Alternatively, you may send a clear withdrawal statement to office@olyoo.eu.
- Receive Return Instructions: We will acknowledge your online withdrawal without undue delay. Our team will normally provide shipping instructions within 1–2 business days, including a Sameday Easybox return PIN/label where available or alternative return instructions for domestic and international orders.
- Prepare Your Parcel: Carefully package the product to protect it during transportation.
- Send Your Return: Follow the provided shipping instructions. Products must be dispatched within 14 calendar days of notifying us of your withdrawal.
Please do not send parcels with cash-on-delivery charges payable by Olyoo unless this has been expressly agreed in advance.
5. Refunds & Processing
Once we receive your returned product, we may inspect its condition and notify you of any relevant issues.
In accordance with Romanian and European Union consumer protection legislation:
- Refund timeframe: Refunds are processed without undue delay and no later than 14 calendar days from the date we are informed of your withdrawal.
- Return verification: We may withhold reimbursement until we receive the returned products or proof that they have been sent back, whichever occurs first.
- Refund method: Refunds are issued through the original payment method unless you expressly agree to another method without additional fees.
- Original shipping costs: For a full withdrawal, standard initial delivery charges will also be refunded where required by law. Additional charges for premium delivery methods are not refundable where permitted by law.
- Return shipping costs: If a prepaid return label is arranged through Olyoo, the agreed cost may be deducted from the refund.
Any deduction for diminished product value will be assessed in accordance with applicable consumer protection legislation.
These refund rules apply to eligible purchases within Romania and the European Union, without prejudice to any additional mandatory consumer protections applicable in the customer’s country of residence.
6. Damaged, Defective or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us at office@olyoo.eu.
To help us resolve the issue efficiently, please include your order number, a brief description of the problem, and photographs if available.
We will review the issue and provide an appropriate solution in accordance with applicable Romanian and European Union consumer protection legislation, without costs to the customer where required by law.
For further information about your rights regarding defective or non-conforming products, please refer to our Legal Guarantee page.
Withdrawal Form
To exercise your right of withdrawal online, please complete and submit the form below within 14 calendar days of receiving your order.
You will receive confirmation of your withdrawal request. Our team will then provide the necessary return shipping instructions.
