Refund policy
**📦 O’LALA – Refund & Return Policy (US & EU)
Legally Referenced **
1. Return Period (14 Days)
Customers may request a return within 14 days from the date the product is delivered.
To be eligible for a return, the item must be:
a. Unused
b. In its original packaging
c. In resellable condition
Legal Basis:
- EU Consumer Rights Directive (2011/83/EU), Articles 9–16
- Common US retail standards for minimum return windows
The 14‑day period is mandatory for EU consumers and widely accepted in the US.
2. Reporting Damaged or Defective Items (48 Hours)
If the product arrives:
a. Broken
b. Defective
c. Incorrect
d. Missing parts
the customer must notify us within 48 hours of delivery.
This timeframe is required for documenting shipping‑related damage.
Required evidence:
a. Photo or video of the damaged area
b. Photo of the outer shipping package
c. Order number
Evidence must be sent to support@olalacommerce.com.
Legal Basis:
- EU Consumer Rights Directive – Articles 2 & 5 (non‑conformity reporting)
- UCC §2‑607(3)(a) (US requirement to notify seller within a “reasonable time”)
In e‑commerce, 48 hours is considered a reasonable and industry‑standard reporting period.
3. Return Shipping Costs
a) If the item is damaged, defective, or incorrect
Return shipping costs are covered by O’LALA COMMERCE LLC.
Legal Basis:
- EU Consumer Rights Directive – Article 13(2)
- UCC §2‑714 & §2‑715 (seller bears costs when the product is non‑conforming)
b) If the item is being returned for personal reasons (non‑defective)
Return shipping costs are the customer’s responsibility.
Legal Basis:
- EU Consumer Rights Directive – Article 14(1)
- US “buyer’s remorse” standards (seller is not required to cover return shipping)
4. Refund Processing Time
Once the returned item is received at our facility:
a. It will be inspected
b. If approved, a refund will be issued within 3–7 business days
Refunds are processed using the original payment method.
Legal Basis:
- EU Consumer Rights Directive – Article 13(1) (refund within 14 days)
- US “prompt refund” principle (no fixed federal timeframe, but 3–7 days is standard)
5. Non‑Returnable Items
We do not accept returns for:
a.Hygiene‑sensitive items (e.g., underwear)
b. Used or damaged items
c. Customized or personalized products
Legal Basis:
- EU Consumer Rights Directive – Article 16 (exceptions)
- US retail hygiene and customization exceptions
6. Summary of the Return Process
1.Customer submits a return request within 14 days of delivery
2.If the item is damaged, evidence must be sent within 48 hours
3.Return request is reviewed and approved
4.Customer ships the item (customer pays shipping unless the item is defective)
5.Item arrives at our facility
6.Refund is issued within 3–7 business days