Refund policy

Refund policy

Last Updated: May 7, 2026

This version of our Refund Policy applies to customers located in Canada. Where we mention statutory rights, those refer to your rights under applicable Canadian and provincial consumer-protection legislation. Nothing in this Refund Policy limits or excludes those rights.

Thank you for shopping at Olenis! We are committed to providing high-quality skincare products and ensuring your satisfaction. Because our products are skincare and personal-care items, we do not accept physical returns for hygiene and safety reasons. However, we do issue refunds in qualifying cases — you do not need to send anything back to us. Please review this policy carefully before making a purchase.

1. Refund Eligibility and Timeframe

All sales to customers in Canada are final, except in the limited circumstances listed below. We do not accept refund requests for change of mind, fit, preference, or non-defective reasons.

Refunds may be issued in the following circumstances:

• The item arrived damaged, defective, or is the wrong product
• An item is missing from your order
• You experience an allergic or adverse skin reaction (see Section 5)
• Your package is lost in transit

Important: We do not accept physical returns under any circumstance. Due to the nature of skincare products and for hygiene and safety reasons, all approved refunds are issued without requiring you to ship the product back. Please dispose of the product safely.

2. How to Request a Refund

To request a refund, please contact us at support@olenisrx.com with:

• Your order number
• The item(s) the request relates to
• The reason for your request
• Photos clearly showing the issue (for damage, defect, incorrect, missing item, or reaction claims)

Please Note: Because we do not accept physical returns, please do not ship products back to us. Refunds are issued based on your written request and any supporting evidence.

3. Why We Do Not Accept Physical Returns

Olenis will not require, request, or accept physical return of any product. Our products are personal-care items intended for direct contact with skin, and for hygiene and safety reasons we are unable to resell or accept returned items, even if the seal appears intact.

This is a customer benefit: where a refund is approved, you keep or dispose of the product, and we cover the loss. You will never be charged return shipping or be asked to package and post anything to us.

4. Damages, Defects, and Incorrect Items

Please inspect your order upon receipt. If you receive an item that is:

• Defective or damaged
• Incorrect (wrong product shipped)
• Damaged during shipping
• Missing from your order

Please contact us within 30 days at support@olenisrx.com (within 14 days for incorrect or missing items) with photos of the issue and your order number. We will evaluate the issue and make it right by providing a free replacement or full refund.

For damaged or defective items, we will provide a full refund or replacement regardless of whether the product has been opened. No physical return is required.

5. Allergic Reactions and Skin Sensitivity

We understand that everyone's skin is different. If you experience an allergic reaction or skin irritation from one of our products, please contact us at support@olenisrx.com.

We will provide a full refund for any product that causes an adverse skin reaction. Please include:

• Your order number
• Which product caused the reaction
• A brief description of the reaction

No physical return is required. Please dispose of the product safely.

Recommendation: We always recommend performing a patch test on a small area of skin before applying any new skincare product to larger areas. Apply a small amount to your inner forearm or behind your ear and wait 24-48 hours to check for any adverse reaction.

6. Non-Refundable Items

The following are not eligible for refund:

• Change of mind, no longer wanted, or didn't suit your skin type
• Damaged or defective claims made more than 30 days after delivery
• Incorrect or missing item claims made more than 14 days after delivery
• Items damaged due to misuse, accident, or failure to follow instructions
• Gift cards
• Sale or clearance items marked "final sale" (unless defective)
• Free promotional items or samples

If you have questions about whether a specific item is eligible for refund, please contact us before submitting a request.

7. Subscription Orders

Subscription orders are recurring shipments that you have agreed to receive on a regular basis.

Subscription Refund Policy:

• Subscription orders are subject to the same refund eligibility as one-time orders. Refunds are available only for damaged, defective, incorrect, or missing items.
• Quebec residents have additional rights under the Consumer Protection Act (RLRQ, c. P-40.1) regarding contracts of sequential performance for a service, which are not affected by this policy.

Canceling Your Subscription:

You may cancel your subscription at any time by:

• Logging into your account and managing your subscription settings
• Contacting us at support@olenisrx.com at least 48 hours before your next billing date

Cancellation does not affect orders already shipped. Once a subscription order has been processed and shipped, it is subject to our standard refund policy.

We encourage all customers to fully understand the subscription terms before enrolling. If you have questions about your subscription, please contact us.

8. Exchanges

We do not offer direct exchanges at this time. The fastest way to get the product you want is to:

• Submit a refund request following the process in Section 2 (where eligible)
• Once your refund is approved, place a new order for the desired item

You do not need to ship the original item back. Please dispose of it safely.

9. Refunds

Once we receive and review your refund request, we will notify you via email regarding its status.

If your refund is approved:

• Your refund will be processed to your original payment method
• Refunds are typically processed within 10 business days of approval
• Your bank or card issuer may take an additional 3–7 business days to post the refund to your account

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at support@olenisrx.com.

Refund Exceptions:

• Original shipping charges are non-refundable unless the refund is due to our error (wrong item shipped, defective product, missing item, etc.)
• GST/HST/PST/QST and import duties paid on delivery are not refundable by us; you may need to contact the carrier or relevant tax authority directly

10. Order Cancellations

If you need to cancel your order, please contact us as soon as possible at support@olenisrx.com.

• Orders not yet shipped: Can be cancelled for a full refund, including original shipping charges
• Orders already shipped: Cannot be cancelled. Once received, refund eligibility is governed by Sections 1 and 4 of this policy

11. Contact Us

If you have any questions about our Refund Policy, please contact us:

Email: support@olenisrx.com

Phone: +1 888 910 8214

Business Address:
Olenis
12656 Southern Highlands Pkwy, Unit 1040
Las Vegas, NV 89141, United States

EIN: 33-2113354

Customer Service Hours:
Email Support: 24/7
Phone Support: Mon to Fri: 24 hours, Sat–Sun: 8:00 AM – 6:00 PM (CST)

Quebec residents — Language preference: A French version of this Refund Policy is available on request by emailing support@olenisrx.com. Vous pouvez demander une version française de cette Politique de remboursement par courriel à support@olenisrx.com.

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically. Nothing in any updated policy will limit or exclude your statutory rights under applicable Canadian or provincial consumer-protection legislation.

This policy applies to purchases made through https://shop.olenis.com/ only.