Cancellation policy

Cancellation & Right of Withdrawal Policy
Effective Date: 19 June 2026
At Olteno (olteno.com), we want you to love your purchase. Because we operate a unique hybrid store—shipping our core items directly from our local facility and sourcing special curated items from trusted global fulfillment partners—we provide a transparent, legally compliant cancellation process.
1. Your 14-Day Right of Withdrawal (EU & UK Consumers)If you are a consumer residing within the European Union or the United Kingdom, you have the statutory right to withdraw from your purchase contract within 14 days without giving any reason.The withdrawal period expires 14 days from the day on which you (or a third party indicated by you, other than the carrier) take physical possession of the last item in your order.
2. How to Instantly Cancel Your Order-We make canceling your order simple and transparent. You do not need to call or wait for customer support.To exercise your right to cancel, you can use our automated system:Navigate to the footer of olteno.com or your Order Status Page.Click the button labeled "Withdraw from contract here" or "Cancel order here".Fill out the brief confirmation form with your order details and click "submit".Alternative Method: You may also inform us of your decision by sending a clear, written statement via email to office@olteno.com.
3. Immediate Confirmation of Your Request:The moment you submit a cancellation via our online button, our system will automatically and immediately issue a durable digital acknowledgement of receipt to your email inbox. This email acts as your official proof of the timestamped cancellation.
4. Orders Already In Transit (Our Hybrid Shipping Notice) :Because we route certain products from global fulfillment hubs to keep our catalog unique, items are often processed rapidly by our external partners.If your order has NOT yet been processed: We will halt fulfillment immediately and void the transaction.If your order HAS already shipped: The cancellation remains fully valid. However, because the package is physically in transit with a carrier, it cannot be stopped. You must receive the package and route it back to us using our standard local return process. Do not return packages to the manufacturer or the overseas address listed on the shipping label.
5. Effects of Withdrawal & Refunds :If you cancel this contract within your valid window, we will reimburse all payments received from you, including the costs of standard delivery (except for supplementary costs arising if you chose a type of delivery other than our least expensive standard delivery).Refund Timeline: We will process your refund without undue delay, and no later than 14 days from the day we receive your cancellation request (or, if items have already shipped, 14 days from the day we receive the returned goods back or proof of return shipment).Payment Method: We will issue the refund using the exact same means of payment you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of this reimbursement.
Return Shipping Costs: Unless otherwise specified or due to a faulty item, you will be responsible for covering the direct cost of returning the physical goods to our designated local return center.
6. Exceptions to the Right of CancellationPlease note that you cannot cancel or withdraw from orders containing:Goods made to your unique specifications or clearly personalized.Goods which are liable to deteriorate or expire rapidly.Sealed goods which are not suitable for return due to health protection or hygiene reasons, if they were unsealed after delivery (such as intimate apparel or cosmetics).