Refund policy

Return and Refund Policy

Last updated: 29 May 2026

  • Return period: 30 days from delivery date
  • Restocking fee: None
  • Refund time: Within 7 business days

At Olsuna, if something is not right with your order, we are here to resolve it.

Who This Policy Covers

This policy applies to all orders placed through olsuna.com and covers customers across Australia.

Contact Us

  • Email: help@olsuna.com
  • Phone: +61 489 989 617
  • Address: 1A Eden St, North Sydney, New South Wales 2060, Australia
  • Support Hours: Monday to Friday, 9:00 AM – 5:00 PM AEST

Return Period

  • Standard Return Window: You have 30 days to return an item from the date it was delivered.
  • Extended Return Window: In the event of delivery delays beyond our control, we will communicate an extended return window specific to your order.

Your 30-Day Return Window

Items must be unused, undamaged, and in their original packaging with all tags and accessories included.

Conditions for Return

  • Cancelling Unshipped Orders: Contact us immediately to cancel an order that has not yet been shipped.
  • Returns for Shipped Orders: Follow the standard return process outlined below.

Change of Mind
Item must be in the same condition as received:

  • Unused
  • With all original tags attached
  • In original packaging
  • Receipt or proof of purchase required

Returns will not be accepted if:

  • The item shows obvious signs of use
  • The item is not in its original condition
  • The item is damaged or missing parts not due to our fault
  • More than 30 days have passed since delivery

How to Start a Return

  1. Email us at help@olsuna.com with your order number, contact details, and reason for return. Our team will respond within 1 to 2 business days.
  2. For damaged or incorrect items, provide photographic evidence with your request.
  3. Pack the item securely in its original packaging with all tags and accessories included.
  4. Send the item using the return label provided and retain your proof of postage.
  5. After posting your return, send the tracking code to help@olsuna.com so we can monitor the shipment.

Required Documents

  • Proof of Purchase: Keep your receipt or order confirmation email.
  • Photo Evidence: Required for damaged, defective, or incorrect items.

Who Pays for Return Shipping?

Defective, Damaged, or Incorrect Items: Olsuna covers all return shipping costs. We will provide a return label via email.

Change of Mind or Customer Error: Return shipping costs are the responsibility of the customer.

Common Situations

Changed your mind?
Return the item within 30 days in its original unused condition and packaging. We will process your refund once the item is received and inspected.

Item arrived damaged?
Photograph the damage within 48 hours of receiving your order and send the images to help@olsuna.com along with your order number. We will arrange a replacement or issue a full refund.

Received the wrong item?
Contact us at help@olsuna.com with your order number. We will arrange the return and send the correct product at no additional cost.

Item never arrived?
If your order has not arrived within the estimated delivery window, contact us at help@olsuna.com. We will investigate with the carrier. If the order cannot be located, we will issue a full refund or send a replacement.

Want to cancel your order?
If your order has not yet been dispatched, contact us at help@olsuna.com and we will cancel it and issue a full refund. If your order has already shipped, please follow the return process once it arrives.

Exchanges

We do not offer direct exchanges. To exchange an item, follow the standard return process and specify that you would like an exchange. Once your return is approved you may place a new order for the desired item.

Warranty

If an item develops a fault after use, please contact us at help@olsuna.com with your order number and a description of the issue. Warranty terms vary by product and are detailed on each product page where applicable.

Refund Timeline

Once we receive and inspect your return:

  • Inspection: 1 to 2 business days
  • Refund approval notification: sent to your email
  • Refund processed: within 7 business days of approval
  • Refund method: returned to your original payment method

Please note that it may take additional time for your bank or credit card provider to process and post the refund to your account.

If you have not received your refund after 7 business days, please check with your bank first. If the issue persists, contact us at help@olsuna.com.

Items That Cannot Be Returned

  • Custom or personalised products
  • Hygiene items that have been opened or used

Shipping & Fees

  • Shipping method: Standard Tracked Shipping
  • Restocking fee: None

Your Legal Rights

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. You are always entitled to a remedy for a major failure of a product.

Questions?

Contact us at help@olsuna.com — we are happy to help.