Privacy & returns

Returns, refunds & cancellations

Last updated: 30 October 2026

Oliveoilogy is a brand operated by CGA Elyon FZ. LLC, RAKEZ, United Arab Emirates. This policy covers consumer purchases from our store. It does not limit any mandatory rights under UAE law or other consumer law that applies to your purchase. Delivery destinations, product-specific restrictions and charges must be disclosed before you order.

1. How to contact us

Email info@oliveoilogy.com with your order number, the product and your request. You may also contact our team in the UAE on +971 56 426 6487 or our team in Greece on +30 695 538 3611. Photos of damage, the packaging, batch number and expiry date help us investigate, but are not an automatic condition for exercising legal rights. We will provide the correct return address and safe return or collection instructions. Contacting us for instructions does not extend or suspend a legal deadline, and a valid statutory cancellation does not depend on our approval.

2. Damaged, faulty, incorrect or unsafe goods

Please report a problem as soon as reasonably possible. For fresh, temperature-sensitive or leaking goods, contacting us promptly helps preserve evidence and arrange safe handling; a short reporting request does not remove your statutory rights. Do not consume or continue using a product you believe is unsafe. Keep it and its packaging where safe to do so. Where we are responsible, we provide the remedy required by applicable law, including replacement, repair where appropriate, or refund, and cover necessary return or collection costs. This applies to food and cosmetics as well as other products. A hygiene, expiry or sale-item exclusion does not remove rights relating to a defect, unsafe goods, an incorrect item or goods that do not match their description.

3. Manufacturers and product information

Unless expressly identified otherwise, we retail products made by independent producers. Their recipes, formulation, manufacture and original retail packaging are the producer’s responsibility under applicable law. Manufacturer information and any manufacturer warranty do not replace our own legal obligations as seller or, where applicable, importer. We do not promise a particular taste preference, cosmetic result or suitability for every individual beyond the agreed description and mandatory guarantees. If a manufacturing defect is suspected, contact us: we will assess the claim and liaise with the producer without requiring you to pursue the producer instead of a remedy owed by us. Any supplier or manufacturer contribution is handled separately from your statutory rights.

4. Delivery, receipt and customer instructions

Check the parcel, product seals and contents as soon as reasonably practical after delivery. Report damage, leakage, missing items or suspected tampering promptly, with photographs and batch details where available. Do not consume or use a product with a broken safety seal or other safety concern. Signing for delivery or failing to photograph the parcel does not automatically waive a valid claim. Where we arrange delivery, using a courier does not remove our mandatory responsibility for safe delivery. To the extent permitted by law, we are not responsible for loss caused solely by an incorrect address or instruction supplied by you, an unjustified failure to receive or collect the parcel, or unsuitable handling after proper delivery. Any re-delivery charge must be lawful, reasonable and disclosed; our own or our courier’s fault is not shifted to you.

5. Change of mind

Eligibility depends on the destination, product and applicable consumer law. We do not currently offer an additional voluntary change-of-mind programme beyond the rights required by law. Please contact us to establish the right that applies. Any product-specific exclusion must be lawful and disclosed before purchase. A product being food, a cosmetic, discounted or part of a promotion does not by itself remove a legal return right.

6. Food, cosmetics & hygiene exceptions

Where the law permits, change-of-mind cancellation may be excluded for goods that deteriorate or expire rapidly, genuinely personalised goods, and sealed goods unsuitable for return for genuine health or hygiene reasons once that protective seal has been broken after delivery. For example, an unsealed lip product may fall within the hygiene exception when it can no longer safely be resold. Not every cosmetic qualifies, and unopened products are not automatically excluded. Opening the outer delivery carton is not the same as breaking a product’s hygiene seal. Long-life pantry products are not automatically treated as rapidly perishable. These exceptions concern change of mind, not claims for faulty, damaged or misdescribed goods.

7. Greece & other EU consumers

Where EU distance-selling withdrawal rights apply, you normally have 14 calendar days after receiving the goods to notify us that you withdraw, without giving a reason, subject to lawful exceptions. For one order delivered in separate parcels, the period normally runs from receipt of the last item. Send an unambiguous statement to info@oliveoilogy.com before the deadline; no special form is required. You must then send the goods back without undue delay and within 14 days after notifying us, unless we arrange collection. Any longer period or protection required by local law remains available.

8. Optional withdrawal notice

You may email: “To CGA Elyon FZ. LLC, trading as Oliveoilogy, at info@oliveoilogy.com: I give notice that I withdraw from my contract for the following goods: [items]. Order number: [number]. Ordered on: [date]. Received on: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date].” Using this wording is optional; another clear notice is sufficient.

9. Refunds & delivery charges

We issue refunds through the original payment method unless you expressly agree to another lawful method without extra cost. Store credit is not imposed instead of a refund you are legally entitled to. Where EU withdrawal rules apply, reimbursement is due without undue delay and within 14 days of your withdrawal notice. Unless we offer collection, we may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever occurs first. For withdrawal from an entire eligible order, we refund the least expensive standard outbound delivery offered; an optional express-delivery upgrade need not be refunded. For defects and other claims, the remedies, amounts and deadlines required by the applicable law prevail. Your bank or payment provider may require additional time to display a processed refund.

10. Return costs & product condition

We cover necessary return costs for goods that are faulty, damaged, incorrect or otherwise our responsibility where required by law. For an eligible change-of-mind withdrawal, you pay direct return costs only where the law permits and we informed you of that obligation before purchase; otherwise we bear them. Use reasonable protective packaging, include supplied accessories and retain proof of posting. Original packaging is helpful, but its absence does not automatically remove a legal right. Any deduction for reduced value is limited to what the law permits, such as handling beyond what was necessary to inspect eligible goods; there is no automatic restocking fee.

11. Storage, use & personal reactions

Read the current product label, ingredients, allergens, expiry date, storage directions and warnings before use. Contact us before ordering if essential information is unclear. Keep food and cosmetics in the conditions stated on the label and follow any instructions after opening. Do not use a product contrary to its directions, after its use-by date, or if its seal or condition suggests a safety problem. Damage caused solely by misuse, alteration, contamination or unsuitable storage after proper delivery is not a manufacturing defect attributable to us.

Individual taste preferences, sensitivity or an allergic reaction do not automatically prove a defect; we assess reports, including any missing or inaccurate warnings. For cosmetics, follow the maker’s patch-test instructions where provided, stop use if irritation occurs and seek appropriate professional advice. Product and recipe content is general information, not individual medical advice. No product is guaranteed to suit every person, and this clause does not remove rights relating to unsafe goods, inadequate warnings or other matters for which the law makes us responsible.

12. Natural variation and presentation

Agricultural and traditionally produced goods may vary naturally between batches in colour, aroma, texture or flavour. A natural variation that does not affect safety, agreed quantity, quality or description is not by itself a defect. Screen colours and illustrative photographs may differ from the actual item. Packaging may be updated by the producer, but we must still supply the product and material characteristics agreed at purchase; a different product or a material change requires your agreement. Gift-box concept images are identified as inspiration until the actual packaging is confirmed.

13. Responsibility and lawful limits

We are responsible for losses to the extent required by applicable law. Where the law permits, we do not accept liability for loss caused solely by misuse, failure to follow clear storage or safety instructions, or other conduct outside our responsibility. Consumer products are supplied for personal use; commercial wholesale arrangements require separate terms. Nothing in this policy excludes or limits liability for fraud, deliberate misconduct, gross negligence, death or personal injury where exclusion is unlawful, mandatory product liability, or any non-excludable consumer right. There is no blanket waiver for manufacturing defects, delivery damage or unsafe products, and no automatic cap replaces a remedy required by law. Any unenforceable restriction is ineffective to that extent; the remaining lawful terms continue to apply.

14. Order changes, gifts & wholesale

Contact us immediately to request a cancellation or change before dispatch. We will confirm what can be changed; dispatch does not remove an applicable statutory withdrawal right. Refunds reflect the amount paid for the returned goods, including the relevant discount allocation. Gifts and bundles are assessed under the offer terms and applicable law, without unlawful deductions. Business-to-business wholesale orders have separately agreed commercial terms and any mandatory protections that apply to them.

15. Applicable rights & future updates

UAE law and any mandatory consumer protections applicable to your destination govern your rights; this policy does not require you to surrender those protections or access to a competent court or authority. International orders are accepted only where delivery is available and the relevant terms are shown before payment. Updates apply to future orders and do not retrospectively reduce rights attached to an existing purchase.