Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To start a return or exchange, please use our return portal:  Start Your Return Here

If you have any questions about your return, you can always contact us at care@byola.co — we’re happy to help.

 

Exchanges

We offer direct exchanges for the same item in a different size, subject to availability.

To request an exchange:

• The request must be made within 14 days of delivery
• The item must meet all return eligibility conditions (unworn, unused, with tags and original packaging)
• Exchanges must be initiated via our returns portal

Important:

• Exchanges are only available for size changes of the same product, colour, and style
• If your requested size is out of stock, you may choose to:
• Receive a refund (if eligible), or
• Receive store credit

We do not offer exchanges for:

• Different products
• Different colours or styles
• Final Sale items

 

Return Eligibility

To be eligible for a return:

• The item must be unused, unworn, unwashed, and in its original condition
• All tags must be attached and the item must be in its original packaging
• The item must have no marks or stains (including makeup or spray tan)
• A receipt or proof of purchase must be provided
• The return must be initiated within 14 days of delivery via our returns portal

By Ola reserves the right to reject returns that:

• Are requested outside of the return period
• Are not returned in their original condition
• Show signs of wear, damage, or alteration

Rejected items will be returned to the sender at their own cost.

Due to the nature of our returns network, By Ola is not responsible for items sent incorrectly or not belonging to By Ola.They may not be returned to you. Please process your return carefully, ensuring the correct label is attached.

Duties & Taxes

Duties and taxes are determined by local authorities and are non-refundable.

 

Return Shipping

Unless the item is faulty or incorrect:

• Customers are responsible for return shipping costs
• Returns must be sent using a tracked service

Items sent back without first requesting a return will not be accepted.

 

Refunds

Once your return is received and inspected, we will notify you if your refund has been approved.

If approved:

• Refunds will be processed to your original payment method
• Please allow up to 10 business days for your bank to process the refund

Original shipping fees are non-refundable, unless the item is faulty or incorrect.

If more than 15 business days have passed since approval, please contact care@byola.co.

Rejected items will be returned to the sender at their own cost.

 

Store Credit

Store credit may be offered where applicable:

• Issued within 5–7 business days of receiving the return
• Sent to the email associated with your order
• Valid for 12 months

Please note: duties and taxes are based on your local governments requirements and are not eligible for store credit.

 

Damaged or Faulty Items

If your item arrives damaged, faulty, or incorrect, please notify us within 14 days of delivery via our returns portal.

When submitting your claim:

• Select “Arrived Defective”
• Provide a description of the issue
• Upload supporting images

Once assessed, we will provide a return label and offer a refund or replacement where appropriate.

 

Final Sale Items

Certain items are classified as Final Sale and are not eligible for return, refund, or exchange, unless confirmed faulty.

Final Sale includes:

• Items marked as Final Sale or Clearance
• Items purchased during sale or promotional periods
• Items purchased using promotional codes during sale or promotional periods
• Items sold as part of limited-time campaigns or price reductions

This includes (but is not limited to):

• End of Season Sales
• Black Friday / Cyber Monday
• Flash Sales
• Archive / Clearance Sales
• Sample Sales
• Influencer or public discount codes

For clarity, the application of a discount code or promotional pricing constitutes a sale condition, even where the product was originally listed at full price.

 

Unauthorised Returns

Any items returned without prior approval may be:

• Refused upon delivery, or
• Returned to the sender at their cost

 

Important Notice on Consumer Rights

Nothing in this policy is intended to exclude or limit any statutory rights you may have under applicable consumer protection laws.