Refund policy

Refund policy

Last Updated: 7 May 2026

This version of our Refund Policy applies to customers located in the United Kingdom. Where we mention statutory rights, those refer to your rights as a UK consumer under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. 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

As a UK consumer, you have a statutory 14-day right to cancel your order under the Consumer Contracts Regulations 2013, starting from the day you (or someone you nominate) receives the goods. We additionally offer a 30-day window for damaged, defective, or incorrect items.

Refunds may be issued in the following circumstances:

• You exercise your statutory 14-day right to cancel (any reason)
• The item arrived damaged, defective, or is the wrong product
• 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, in line with Regulation 35 of the 2013 Regulations.

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, or reaction claims)

For 14-day statutory cancellations under the CCR 2013, no photos are required. Use the subject line "UK Order Cancellation — [your order number]".

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

Please contact us within 30 days at support@olenisrx.com 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. This does not affect your statutory rights under the Consumer Rights Act 2015.

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 (other than where required under your statutory rights):

• Cancellation requests made more than 14 calendar days after delivery (statutory cooling-off period expired)
• Damaged or defective claims made more than 30 days after delivery
• Items damaged due to misuse, accident, or failure to follow instructions
• Gift cards
• Sale or clearance items (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 Rights:

• Initial subscription order: Your statutory 14-day cancellation right under the CCR 2013 applies. You may request a full refund within 14 days of receiving your first shipment, no return required.
• Each subsequent shipment: The 14-day cooling-off right applies separately to each individual shipment from the date of receipt. You can request a refund for any individual shipment within 14 days of receiving it.

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

Once a subscription order has been processed and shipped, it remains subject to the 14-day statutory refund window above. Cancellation does not affect orders already shipped.

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
• 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 issued within 14 days of approval, in line with the CCR 2013
• Your bank or card issuer may take an additional 3–7 business days to post the refund to your account

If more than 14 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 refunded in full where the refund is due to a 14-day statutory cancellation, or due to our error (wrong item shipped, defective product, etc.)
• Partial refunds may apply where you have used the goods beyond what is necessary to inspect them, in line with Regulation 34 of the 2013 Regulations

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: Subject to your statutory 14-day right to cancel under the CCR 2013 (see Section 1). Once received, you can request a refund within 14 days; no physical return is required

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)

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 as a UK consumer.

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