Return & Refund Policy

Order CancellationReturnsRefunds

Order cancellation applies before you receive the product. Returns and refunds apply after delivery or receipt, and in the other cases set out below.

Order Cancellation Policy

Customers may request cancellation of an OLI order depending on the current processing status of the order.

1. Cancellation Before Order Processing

If a customer requests cancellation before OLI has started ordering or purchasing the product from the supplier, the order may be cancelled.

Once the cancellation is confirmed, the amount paid will be refunded to the customer in accordance with the refund conditions described below.

2. Cancellation After Processing Has Started

If the product has already been ordered or purchased from the supplier but has not yet been delivered to the customer, the possibility of cancellation depends on the current status of the order and whether the supply or shipping process can still be stopped.

The customer may submit a cancellation request. OLI will check the current order status and inform the customer whether cancellation is still possible.

If cancellation is possible, OLI will inform the customer of the applicable cancellation and refund conditions.

3. Orders Already in Transit

If the product has already entered the international or local shipping process and transportation can no longer reasonably be stopped, immediate cancellation of the order may no longer be possible.

In such cases, after receiving the product, the customer may exercise any applicable return or withdrawal rights available under OLI's Return Policy and the laws of the Republic of Armenia, provided that such rights apply to the particular product.

4. How to Cancel an Order

To request cancellation, the customer should contact OLI customer support as soon as possible and provide:

• the order number,
• the email address or telephone number used for the order,
• a request to cancel the order.

Email: __CONTACT_EMAIL__

Phone: __CONTACT_PHONE__

Submitting a cancellation request does not by itself mean that the order has been cancelled.

OLI will check the current status of the order and inform the customer whether the cancellation has been confirmed or what further options are available.

An order is considered cancelled only after OLI confirms the cancellation.

5. Refunds for Cancelled Orders

If cancellation is confirmed and the customer is entitled to a full or partial refund, OLI will initiate the applicable refund in accordance with applicable law and this policy.

Refunds are generally made using the same payment method used for the original transaction unless otherwise agreed.

After OLI initiates a refund, the time required for the amount to appear on the customer's card or bank account may depend on the customer's bank or payment service provider.

6. Cancellation by OLI

In exceptional circumstances, OLI may cancel an order when fulfillment is impossible, including situations where:

• the product is no longer available,
• the supplier cannot fulfill the order,
• a material error is identified in the product or order information,
• delivery is objectively impossible,
• a technical or payment issue prevents fulfillment,
• fulfillment would violate applicable law.

If OLI cancels an already paid order and the cancellation was not caused by a violation by the customer, the applicable amount paid for the unfulfilled order will be refunded.

This Cancellation Policy does not limit any mandatory consumer rights provided by the laws of the Republic of Armenia.

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At OLI, we aim to make the shopping process clear, safe and transparent. If you wish to return a product or experience an issue with your order, you may contact OLI in accordance with the terms set out below.

This policy applies to products purchased through OLI and takes into account consumer rights provided by the applicable laws of the Republic of Armenia.

1. Returns Within 14 Days

You may withdraw from a distance sales contract and return the applicable product within 14 days after receiving it without having to provide a reason, except for products and circumstances where the right of return is restricted or excluded under applicable law.

To exercise your right of return, you must notify OLI of your decision within the 14-day period.

Once your return request has been confirmed, you will receive the necessary instructions for returning the product.

2. Return of Products of Proper Quality

If the product corresponds to your order and has no defects but you wish to return it, the product must be returned in a condition that allows its completeness and condition to be assessed.

The following must be preserved:

• the complete product set;
• accessories and accompanying materials;
• labels, tags and other components;
• the original packaging.

Use of the product beyond what is necessary to establish its nature, characteristics or functionality may be taken into account when determining the refundable amount, to the extent permitted by applicable law.

3. Return Shipping Costs

If a product of proper quality is returned because the buyer has changed their mind or no longer wishes to keep the product, the buyer bears the direct cost of returning the product unless otherwise provided by OLI or applicable law.

If the return results from receiving an incorrect, damaged, incomplete, defective, poor-quality or otherwise non-conforming product, OLI will bear the necessary and reasonable return shipping costs in accordance with applicable law and the approved return procedure.

Please do not send the product to any address until you have received return instructions from OLI.

4. Damaged or Defective Products

If you receive a damaged, defective or improperly functioning product, please submit a request and notify us of the issue as soon as possible.

To assess the issue, OLI may request:

• the order number;
• a description of the issue;
• photographs of the product;
• a video, where necessary;
• photographs of damaged packaging, if applicable.

Once the issue is confirmed, depending on the nature of the product and the issue, OLI may offer an appropriate remedy provided by law, including replacement of the product, correction of the defect, an appropriate price reduction, or a full or partial refund.

In certain cases, the issue may be resolved without requiring the physical return of the product. If a return is required, OLI will provide the relevant instructions.

5. Incorrect Product Received

If you receive a product, model, size, colour or other variation different from what you ordered, please contact OLI and provide information or photographs confirming the issue.

Once the issue is confirmed, OLI will offer an appropriate solution, including shipment of the correct product or a refund, depending on the circumstances and applicable law.

If the incorrect product must be returned, OLI will bear the applicable costs of arranging the return.

6. Missing Product, Part or Accessory

If an item, part, accessory or other component is missing from your order, please notify OLI.

We will review the order and, if the issue is confirmed, provide an appropriate solution, such as sending the missing item or part, providing a replacement, or refunding the corresponding amount.

7. Undelivered or Lost Orders

If your order has not been delivered within the stated or agreed delivery period, please contact OLI.

We will investigate the status of the order and delivery.

If the order is confirmed as lost or cannot be delivered, OLI will, depending on the circumstances and the buyer's rights under applicable law, offer a replacement shipment or a refund.

If delivery is impossible because the buyer provided an incorrect or incomplete address/contact information, failed to accept delivery, or due to another circumstance attributable to the buyer, different conditions may apply to the extent permitted by law.

8. Product Replacement

In certain circumstances, a product replacement may be available instead of a refund.

If a replacement is available and the buyer agrees to it, OLI will arrange shipment of the replacement product and provide information regarding the applicable procedure and timeframe.

Accepting a replacement does not limit any rights granted to the consumer under applicable law.

9. Products That Cannot Be Returned

The return of certain products may be restricted or excluded under the applicable laws of the Republic of Armenia.

These may include, for example:

• products made to the buyer's individual specifications or personalised for the buyer;
• products that by their nature cannot be returned;
• certain products unsuitable for return for health protection or hygiene reasons where the relevant protective or sealed packaging has been opened;
• perishable products or products with a limited shelf life;
• other exceptions provided by law.

Where special return restrictions apply to a particular product, the relevant information may also be displayed on the product page.

This section does not limit the buyer's rights where a product is damaged, defective, of poor quality or does not conform to the order.

10. Return Procedure

To return a product:

1. contact OLI and submit a return request;
2. identify the relevant order and state the reason for the return;
3. provide requested photographs or other information where necessary;
4. receive confirmation and return instructions from OLI;
5. where required, hand over or send the product to the return address provided by OLI.

Please do not independently send the product to the manufacturer, supplier, carrier or any address shown on the packaging.

The customer's return process is handled through OLI.

11. Inspection of Returned Products

After receiving a returned product, OLI may inspect its condition, completeness and the issue stated in the return request.

Where a return relates to damage, a defect or non-conformity with the order, additional examination may be required.

Product inspection may not be used to unjustifiably restrict consumer rights provided by law.

12. Refunds

When the right of return is properly exercised, OLI will refund the applicable payments in accordance with the procedure and time limits established by the laws of the Republic of Armenia.

Where a consumer exercises a statutory right to withdraw from a distance contract, the refund will be made within the period prescribed by law from the date OLI is informed of the consumer's decision.

Where permitted by law, OLI may wait until the returned product is received or until the buyer provides sufficient evidence that the product has been sent back.

As a general rule, the refund will be initiated using the same payment method used for the original transaction unless otherwise agreed and provided that this does not result in unforeseen additional costs for the buyer.

After OLI initiates the refund, the time required for the funds to appear in the buyer's bank account or card may depend on the relevant bank or payment service provider.

13. Partial Refunds

In certain circumstances, a partial refund may be provided, for example where an issue concerns only one product in an order, part of a product or an individual component.

A partial refund will not be applied in a manner that limits the consumer's statutory rights.

14. Products Damaged During Delivery

If the product or package is visibly damaged at the time of delivery, we recommend photographing the packaging and product immediately where possible.

If damage is discovered after opening the package, please retain the product and packaging until the issue has been reviewed and submit the relevant request as soon as possible.

OLI will investigate the matter and provide information regarding the next steps.

15. Returns to a Manufacturer or Supplier

OLI customers are not required to contact a product manufacturer, supplier or OLI's logistics partners directly in order to obtain a return or refund.

Return-related communication and necessary organisational steps for the customer are handled through OLI.

If a particular product needs to be sent to another location, OLI will provide clear return instructions in advance.

16. Buyer Rights

This policy does not limit any mandatory consumer rights provided under the applicable laws of the Republic of Armenia.

If any provision of this policy conflicts with a mandatory consumer-protection rule, the applicable legal provision will prevail.