Return Policy

At Overlay Olivier, we strive to ensure that your shopping experience is enjoyable and hassle-free. We understand that shipping furniture can be costly, and we want to be transparent about our return policy. Please familiarize yourself with the following guidelines:

Unboxing and Box Removal:
To facilitate a smooth return process, we kindly request that you store the original packaging and crate of your Overlay Olivier piece until you are certain about your purchase. Please note that without the original packaging (including the crate), we are unable to accept returns or exchanges.

Cancellations, Returns & Refunds Policy:
We encourage you to make your selections carefully as we do not offer refunds or exchanges for change of mind or incorrect selections. However, if you still wish to cancel an order or return an item, please review the following administrative fee details:

Stocked Products (Not Dispatched):
If your order has not been dispatched and it is a stocked product, we will refund the full value of the product, minus an administrative fee that includes restocking costs. The administrative fee for each delivery is USD50/CAD50.

Ready-to-Ship Stocked Products:
For ready-to-ship stocked products, we will make every effort to cancel the shipment upon your request. However, if the item(s) is already in transit to you, cancellation may not be possible. In such cases, you have the option to reject the delivery without opening the package, or if you change your mind, you can keep the item. If you choose to reject the delivery, please note that a shipping and processing fee will be deducted to cover our administrative and shipment expenses. The fees are as follows:

a) Courier: USD175/CAD175 for each package.
b) Truck Delivery: USD650/CAD650 for each item.

Delivered Items:
If you have received the item(s) and wish to return it, please ensure it is in its original packaging (including the crate/wooden box, if applicable) and in its original, undamaged condition. Contact us for further assistance. Please note that personal drop-off returns are not feasible. Once our warehouse has received and inspected the item(s) in good condition, we will refund the full value of the product, minus the shipping and processing fees to cover our administrative costs and expenses. The fees are as follows:
a) Courier: USD175/CAD175 for each package.
b) Truck Delivery: USD650/CAD650 for each item.

Return Conditions:
For a successful return, the item(s) must meet the following conditions:

It must be in its original, undamaged condition.
If the item was delivered disassembled, it must be returned in the same state.
The item must be returned in its original packaging, including the crate (if applicable).
Please note that certain circumstances may prevent an item from being returned:

(a) Personalized items.
(b) Items that have already been assembled.
(c) Items marked as ‘Non-Returnable’ on the sale page.
(d) Items without their original packaging or crate, such as a dining table top without proper packaging for protection.

Once you have confirmed the return or cancellation of an order, you relinquish any further claims regarding the canceled product.

Responsibility for Delivery Access:
It is the customer’s responsibility to ensure reasonable access for the delivery of goods. If delivery is unsuccessful due to access limitations, the customer will be responsible for the above fees in addition to the actual cost of delivery and collection of the product.

Warranty:
At Overlay Olivier, we take pride in the quality of our products and the care we put into packaging and delivery. In the unlikely event that your piece arrives in less than perfect condition, please contact our support team. To assist us in assessing the issue, please provide photographs of the product and packages taken from various angles and distances, as any damage may have occurred during transport. Short videos are also welcome if necessary.

Our manufacturer’s warranty covers defects in materials and workmanship for one year from the date of delivery. If you experience any issues with your Overlay Olivier piece, please inform our support team, and we will arrange for replacement parts, repairs, or complete replacements as necessary.

Please note that our warranties are non-transferable and cannot be extended to re-sold items. Warranties are valid only when products are used for their intended purpose and exhibit normal use. The Overlay Olivier warranty does not cover defects or damage resulting from negligence, misuse, accidents, abnormal use, modifications, or commercial purposes.

Damages:
If your item is damaged or defective, please rest assured that the above return practices do not apply. In such cases, we will take care of the issue and work with you to find the best solution.

If any damages or manufacturing defects are reported within 14 days of delivery, we will rectify the situation. Please contact us at sales@overlayolivier.com with the following details:

Photos of the package, showing it in its entirety and highlighting the damage area (if applicable).
Photos of the item(s), capturing the entire product and showcasing the damage or defect area.
Photos of the labels on the package (item label and tracking label).
A description of the problem you have encountered.
We will collaborate with you to resolve the issue promptly. If the item cannot be repaired, we will arrange for a refund or exchange. The refund will be processed back to the original payment card used for the order, and it will appear as a returned transaction. We will initiate the refund within 5 business days, and most banks typically process refunds within 3-7 business days.