Return & Refund Policy
We want every Olyvi Beauty customer to shop with clarity. This policy explains how returns, refunds, exchanges, product issues, and warranty support are handled for our at-home beauty care devices.
Policy Highlights
A quick overview of the most important after-sales rules before you submit a return, refund, exchange, or warranty request.
Returns
Products must be unused, complete, and returned in their original packaging with proof of purchase.
Hygiene Rule
Opened or used personal beauty devices cannot be returned unless they are defective or damaged upon arrival.
Refunds
Approved refunds are issued to the original payment method after the returned item is inspected.
Warranty
The 12-month limited warranty covers manufacturing defects, not misuse, accidents, or normal wear.
Return Eligibility
You may request a return within 30 days after receiving your order. To be eligible for a return, the product must meet the conditions below.
- The product is unused and in the same condition that you received it.
- The product is returned in its original packaging.
- All accessories, manuals, charging cables, and included items are complete.
- Proof of purchase or order confirmation is provided.
For hygiene and safety reasons, personal beauty and skincare devices that have been opened, used, or come into direct contact with skin cannot be returned unless they are defective or damaged upon arrival.
Non-Returnable Items
The following items are not eligible for return:
- Used beauty devices or personal care products.
- Products damaged due to misuse, improper handling, or failure to follow instructions.
- Products with missing accessories, packaging, manuals, or parts.
- Items returned without prior approval.
- Gift cards or promotional items, if applicable.
- Products purchased from third-party sellers or unauthorized channels.
How to Request a Return
Please contact us before sending any product back. Items returned without prior approval may not be accepted.
Contact our support team
Email us at service@olyvibeauty.cn with your order number and the reason for your return request.
Wait for return instructions
If your request is approved, we will provide instructions on where and how to send your item.
Ship the item with tracking
We recommend using a trackable shipping service. Olyvi Beauty is not responsible for returned packages that are lost or damaged in transit.
Inspection and refund review
After we receive and inspect the returned item, we will notify you by email whether your refund has been approved.
Defective, Damaged, or Incorrect Items
Please inspect your order when you receive it. If your product arrives defective, damaged, or incorrect, please contact us within 7 days of delivery.
To help us review your case, please provide:
- Your order number.
- Clear photos or videos of the issue.
- Photos of the package and shipping label.
- A brief description of the problem.
After reviewing your request, we may offer a replacement, repair, refund, or another suitable solution depending on the situation.
Return Shipping Costs
Unless the return is caused by a defective, damaged, or incorrect item, customers are responsible for return shipping costs.
Original shipping fees, customs duties, taxes, and import charges are non-refundable unless required by applicable law or unless the issue was caused by our error.
Please do not send any product back without contacting us and receiving return instructions. Unapproved returns may not be accepted.
Refunds, Exchanges & Cancellations
The sections below explain how refunds, exchanges, partial refunds, and order cancellations are handled.
Refunds
Partial Refunds
Exchanges
Order Cancellations
Late or Missing Refunds
12-Month Limited Warranty
Olyvi Beauty products include a 12-month limited warranty from the date of delivery. This warranty covers manufacturing defects under normal use.
To request warranty support, please contact us with your order number, proof of purchase, and photos or videos showing the issue.
Warranty Does Not Cover
- Damage caused by misuse, accidents, drops, water damage, or improper storage.
- Damage caused by unauthorized repair or modification.
- Normal wear and tear.
- Cosmetic damage that does not affect product function.
- Use of the product outside the provided instructions.
- Products purchased from unauthorized sellers or third-party marketplaces.
Need help with your order?
Contact Olyvi Beauty support before returning any product.
Email: service@olyvibeauty.cn
Address: Building 1, Tower Block, No.2 Jinrui 1st Street, Qiaonan Subdistrict,
Panyu District, Guangzhou City, Guangdong Province, China