Refund policy
Updated: 20 July 2026
This Return, Refund and Cancellation Policy applies to products purchased directly from olirs.com. It forms part of the OLIRS Terms of Service. Mandatory consumer rights in your country always take priority where they provide greater protection.
Policy at a glance
- Voluntary return window: request a return within 30 calendar days after delivery of the last item in your order.
- Condition for voluntary returns: unused, unopened, unaltered, complete, and in original saleable packaging with every protective or hygiene seal intact.
- Return shipping: for a voluntary return, you arrange and pay the direct return postage. We recommend tracked shipping. If OLIRS provides a prepaid return label, a flat return-shipping fee of CHF 15.00 (or the local-currency equivalent shown in the return portal) is deducted once per return.
- Restocking fee: 14% of the amount paid for the returned products, deducted only for returns accepted under this voluntary policy. It never applies to statutory withdrawals or to damaged, defective, recalled or incorrect items.
- Damaged, defective or incorrect items: we cover approved return or replacement costs.
- Refund method: normally the original payment method.
1. How to request a return
Start a request through your customer account at account.olirs.com, or email support@olirs.com with your order number and the item you want to return. For damaged, defective or incorrect items, include clear photos where reasonably possible.
Please wait for return authorization and instructions before sending anything. The authorized return address may differ from our registered office. Items sent without authorization, sent cash-on-delivery, or sent to an unconfirmed address may be delayed or refused.
2. Voluntary 30-day returns
In addition to any statutory rights, OLIRS accepts eligible voluntary returns requested within 30 calendar days after delivery of the last item in the order. The item must be unused, unopened, unaltered, complete, and in its original saleable packaging with every protective or hygiene seal intact.
You are responsible for the direct cost and safe transit of a voluntary return. If OLIRS provides a prepaid return label, a flat return-shipping fee of CHF 15.00 (or the local-currency equivalent displayed in the return portal) is deducted once per return. A restocking fee equal to 14% of the amount paid for the returned products is deducted for a return accepted solely under this voluntary policy. These deductions never apply to a valid statutory withdrawal or to damaged, defective, recalled or incorrect items, and are not applied where the law prohibits them. Original outbound shipping charges are not refunded for a voluntary return, except where mandatory law requires otherwise.
3. EU/EEA and UK withdrawal rights
If you are a consumer in a jurisdiction that provides a statutory cooling-off or withdrawal right, including the European Union or European Economic Area, you may notify us that you withdraw from an eligible distance-sale contract within 14 days after you, or a person nominated by you, receive the last item in the order. You must then send the goods back within 14 days after notifying us.
To exercise this right, send a clear statement to support@olirs.com or use your customer account. You may use any statutory model withdrawal form available to you, but it is not required. You are responsible for the direct return postage unless the item is damaged, defective or incorrect, or mandatory law provides otherwise.
For a valid statutory withdrawal, we refund the eligible product price and the least expensive standard outbound delivery charge offered for the order. We process the refund without undue delay and no later than 14 days after receiving your withdrawal notice, but we may withhold it until we receive the goods or you provide evidence that you sent them back, whichever occurs first.
The statutory withdrawal right does not apply where a legal exception applies, including sealed goods that are not suitable for return for health protection or hygiene reasons after the seal has been broken. Handling beyond what is necessary to establish the nature, characteristics and functioning of an item may reduce the refund where permitted by law.
4. Damaged, defective, recalled or incorrect items
Contact us promptly after discovery. Once verified, we will offer an appropriate remedy such as replacement, refund or another remedy required by law. OLIRS covers approved return shipping and does not charge a fee for these cases. Nothing in this section limits a legal guarantee or warranty that cannot be excluded.
5. Refund timing
After an approved return is received and inspected, we will confirm the outcome by email. We normally issue an approved refund to the original payment method within 10 business days after receiving and inspecting the returned item, unless another method is agreed or applicable law requires otherwise. Your bank or payment provider may require additional processing time after OLIRS issues the refund. If 15 business days have passed since we confirmed approval and the refund has not arrived, contact support@olirs.com.
6. Order cancellations
You may request cancellation through account.olirs.com or by emailing support@olirs.com until the relevant item is fulfilled. Once fulfilment has begun, we may be unable to stop the shipment; you can then use the return process above. For an Auto-Replenish renewal order that has already been generated, request cancellation within 15 minutes of order creation and while the order remains unfulfilled, as set out in the Terms of Service and the Purchase Options Cancellation Policy; you can skip, pause or cancel future renewals at any time without a fee. Statutory withdrawal rights remain unaffected.
7. Exchanges
The quickest way to obtain a different product is to return the eligible item and place a new order. If we sent an incorrect item, contact us so we can arrange the correction.
8. Contact
Swiss Creative Global Sàrl (OLIRS)
Rue de la Lécheretta 21
1630 Bulle, Canton of Fribourg
Switzerland
Email: support@olirs.com
