At OLLI, we’re all about keeping things simple, honest, and fair. If something’s not right with your order, we’ll sort it quickly. Here’s how our returns and refunds work.
1. Damaged or Faulty Goods
If your order arrives damaged or defective, please get in touch within 14 days of receiving it. Send us an email at thecleanlabproject@gmail.com with your order number and clear photos of the damage. We’ll arrange a replacement or full refund right away. Our manufacturing partner accepts claims for damaged, faulty or incorrectly posted goods only, so we’ll handle the process for you.
2. Wrong Item Sent
If you’ve received the wrong product, email us within 7 days of delivery (thecleanlabproject@gmail.com). We’ll make it right by sending a replacement or processing a refund. No need to worry, we’ll take care of it.
3. Change of Mind / Unwanted Items
Due to the nature of our products, we can’t accept returns for supplements that have been opened. For hygiene and safety reasons, all products must remain sealed and in their original packaging. If you’ve changed your mind before your order is dispatched, contact us as soon as possible and we’ll do our best to help.
4. Product Not as Described or Missing Order
If your product isn’t as described or part of your order is missing, please email us at thecleanlabproject@gmail.com. We’ll investigate straight away and either resend or refund the affected items.
5. Delivery Delays or Lost Parcels
If your order hasn’t arrived within 7 days, let us know and we’ll either replace or refund it. Claims for non-delivery must be made within 30 days of your order date.
6. Returns Address & Contact
All return requests must be approved by our team first. To arrange a return, email us at thecleanlabproject@gmail.com with your order number and details of your request.
At OLLI, we’re here to make your experience easy and stress-free. If you ever have an issue with your order, just reach out - no scripts, no nonsense, just real solutions.
