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Returns & Exchanges

When you buy an Olixar product, we want you to be completely happy with your purchase, however we understand you may want to return a product. Please see the information below on how to complete a return.

Customers are liable for the cost of their return, however we have a few options available in the UK if you would like to purchase your return from us. Alternatively you can return your order via a courier of your choice. 

 

Returns From the UK: 

 

 

Royal Mail:

1 - Fill in this Returns Form to get your U.R.N (Unique Returns Number) 

2 - Print off a Royal Mail pre-paid label here to send the parcel back. Alternatively if you don't have access to a printerm please use this link to find a local Post Office with a printer.

3 - Drop off your parcel to one of your local Royal Mail Post Office. There are over 11,000+ post offices to choose from

4 - Now sit back and track your parcel all the way back to us! 

Please note a charge of £3.19 will be processed for your return.

 

CollectPlus:

1 - Fill in this Returns Form to get your U.R.N (Unique Returns Number)

2 - Print off a pre-paid label here and attach it to your parcel.

3 - Drop off your parcel to one of your local CollectPlus shops. There are over 5,500 shops to choose from and many have late closing times. .

4 - Now sit back and track your parcel all the way back to us!

Please note a charge of £4.20 will be processed for your return.

 

For all other returns (including non-UK):

1 - Fill in this Returns Form to get your U.R.N (Unique Returns Number)

2 - Print off the confirmation email which you will receive.

3 - Send your parcel and print out to the returns address below. We recommend you use a local tracked or signed for service.

 

Returns Address

Olixar Returns Dept.

PO Box 17335

Birmingham

B9 9LZ

 

 

Returns Policy

At Olixar we have every confidence that you will be delighted with your purchase. However, in the event that you wish to return any goods purchased, then please follow the applicable policy detailed below.

Faulty Goods – within 30 days

If your goods are faulty on arrival, you have 30 calendar days from receipt, in which to inform us of the fault in order to claim a full refund or exchange, otherwise your return will be processed under the terms of Olixar’s Manufacturer Warranty.

Goods should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method. We test returned items, and if our technicians find a returned item is not faulty or has been tampered with, we will return the item to you. In this instance you will be liable for the return carriage.

Goods outside 30 calendar days shall be issued with a replacement only.

Unwanted Goods – within 30 days

You can return unwanted items within 30 calendar days of delivery and we will refund you the price paid for the items. In addition to the refund on your items; if your return request is received within 14 days of delivery, and items received within the following 7 days, then we will refund the cheapest, standard delivery option to you, unless there is another item on your order. Outside of 7 days from receipt, refunds for non-faulty returned items will not include the original delivery charge or the cost of delivering the items to us.

To assist our customers Olixar is in partnership with both Royal Mail and Collect+. Please click the How Do I Return link to find out more.  

If you return a product to us that is not received in a brand new condition we reserve the right to return the product to you, or charge you a restocking fee*.

Use of Our Royal Mail Returns Service or Alternative Courier

Royal Mail - If you are using this service then please ensure parcels are not bigger than 61 x 46 x 46cm and no heavier than 5kg.  Royal Mail offers compensation levels up to the value of £100 in the event of loss or damage to a parcel.  By using this service you will be subject to a charge of £3.19 if your goods are unwanted or upon testing the item/s are found to be not faulty.   If your goods are incorrectly supplied or faulty then use of this service will be free of charge.

Alternative Courier - For orders being returned by an alternative courier we recommend using a postal service that provides proof of delivery and provides appropriate compensation levels in the event of loss or damaged goods as returns are NOT our responsibility until they arrive back to us.

Returns Exclusions;

Unfortunately we cannot refund, replace, or exchange certain products if the seal/packaging has been broken or opened. This is applicable to screen protectors, where they cannot be returned once the protective layer for the adhesive side has been removed.

Replacements & Refunds

Where applicable, replacement or alternative items will be processed as promptly as possible, but please be aware that it may take up to 10 working days to issue the item.

If you are eligible for a refund, we will refund you back to the payment method you used when you originally paid for your order. Please note: It is your responsibility to notify us of any changes to your card details i.e. you no longer have that account. Refunds can take up to 30 days to process. Refunds by credit card are made to the same credit card that was used for the original purchase*.

Any return that is not accompanied with the returns form or returns reference number will be held by Olixar for 30 days, awaiting the return of the completed form. Items that have not been reclaimed by you within this period will be disposed of after this time and will result in the return being completed without action.

*These terms do not affect your statutory rights.

DDU (Delivery Duty Unpaid) - Refusal to pay charges - Returns Policy

If you refuse to pay any import duty levied against your shipment, resulting in the shipment being returned to Olixar, then all related returns charges plus a minimum administration charge of £5.00 (or equivalent currency at current exchange rate) will be charged against your final refund amount.