Return & Cancellation Policy

1. Overview

At OlivoPaw, we take pride in handcrafting each olive wood dog chew with care and attention to detail. This policy outlines the terms and conditions for returns, cancellations, and refunds for products purchased through our website.

2. Customized Products Policy

2.1 Laser-Engraved Items

Products with custom laser engraving are made to order according to your specific requirements. Once the engraving process begins, the customization is permanent and cannot be reversed or altered.

Customized laser-engraved products are non-refundable unless physically defective upon arrival. This exemption is in accordance with consumer protection laws that exclude personalized goods from the standard right of withdrawal.

2.2 What Qualifies as a Defect

A product is considered defective if it:

• Arrives broken, cracked, or structurally damaged
• Has engraving that is illegible or significantly different from what was ordered
• Contains harmful substances or sharp edges that pose immediate safety risks
• Is significantly different from the product description (wrong size, wrong item)

2.3 What Does NOT Qualify as a Defect

The following are natural characteristics of olive wood and do not qualify for returns:

• Natural variations in wood grain, color, or texture
• Dimensional variations within ±2 cm as stated in product descriptions
• Natural knots, patterns, or color variations in the wood
• Minor surface irregularities consistent with handcrafted natural products
• Changes in buyer's preference after receiving the product

3. Non-Customized Products

3.1 Standard Return Period

For products purchased without custom engraving, buyers have a 14-day right of withdrawal from the date of delivery. The product must be unused, in its original condition, and in its original packaging.

3.2 Return Shipping Costs

For non-defective returns of non-customized products, the buyer is responsible for return shipping costs. We recommend using a tracked shipping service as we cannot be held responsible for items lost in return transit.

4. Order Cancellation

4.1 Before Production

Orders can be cancelled free of charge within 2 hours of placement, provided that production has not yet begun. To cancel an order, contact us immediately at info@olivopaw.com with your order number.

4.2 After Production Begins

Once laser engraving has begun or the order has been dispatched, cancellation is no longer possible. The product is considered customized and the sale is final.

5. Defective Product Returns

5.1 Reporting Defects

If you receive a defective product, you must:

1. Contact us within 48 hours of delivery at info@olivopaw.com
2. Provide your order number and clear photographs of the defect
3. Describe the issue in detail
4. Keep the product and all packaging until we respond

5.2 Resolution Process

Upon verification of a defect, we will offer one of the following solutions:

• Replacement: We will send a new product at no additional cost
• Full Refund: We will refund the full purchase price including original shipping costs
• Partial Refund: For minor defects that don't affect functionality, we may offer a partial refund

Return shipping for defective products will be covered by OlivoPaw. We will provide a prepaid return label or reimburse reasonable return shipping costs.

6. Refund Processing

6.1 Refund Timeline

Once we receive and inspect the returned product (or approve a refund for a defective item), refunds will be processed within 5-10 business days. The refund will be issued to the original payment method used for the purchase.

6.2 Refund Amount

For approved returns:

• Defective Products: Full refund including original shipping costs
• Non-Customized Returns: Product price only (shipping costs not refunded)
• Customized Products: No refund unless defective

7. International Returns

For international orders, buyers are responsible for any customs duties or import taxes incurred during the return process. These fees are non-refundable. We recommend contacting us before initiating an international return to discuss the most cost-effective solution.

8. Damaged During Shipping

If your package arrives visibly damaged:

1. Document the damage with photographs before opening
2. Note the damage on the delivery receipt if possible
3. Contact us immediately with photos and your order number
4. Keep all packaging materials for inspection

We will work with the shipping carrier to file a claim and will send a replacement or issue a refund promptly.

9. Quality Assurance

Every OlivoPaw product undergoes quality inspection before shipping. We carefully check for structural integrity, engraving accuracy, and overall craftsmanship. Our goal is to ensure you receive a product that meets our high standards and your expectations.

10. Customer Satisfaction

While customized products cannot be returned for preference-based reasons, we are committed to your satisfaction. If you have concerns about your order, please contact us. We will work with you to find a reasonable solution whenever possible.

11. Contact Information

For returns, cancellations, or questions about this policy:

12. Legal Rights

This policy does not affect your statutory rights under applicable consumer protection laws. In case of conflict between this policy and local consumer protection laws, the law that provides greater protection to the consumer shall prevail.