Refund policy
Olympigo.com (hereinafter referred to as "this Platform") prioritizes protecting the legitimate rights and interests of its users and has established the following clear and enforceable refund policies for online grocery transactions. These terms and conditions cover the applicable conditions, processing procedures, time limits, and special restrictions for different refund scenarios. They apply to all users who have placed orders on this Platform and are recommended to be carefully read before requesting a refund.
No-questions-asked refunds (refunds after 7 days of no-questions-asked returns): For general merchandise, excluding "special grocery categories" (special categories include: customized groceries such as engraved tableware, personal items such as towels/socks, perishable items such as fresh produce, and groceries that cannot be resold after being unpacked, such as bottled detergents/aromatherapy), the product details page will clearly indicate "No 7-day no-questions-asked refunds." Users must submit a refund request within 7 calendar days of receiving the product. The product must be "unused, undamaged, with its original packaging and accessories intact (including tags, instructions, and gifts), and not susceptible to resale." Users must also bear the shipping costs for returning the product. (If the product has quality issues, the platform will cover the return shipping costs, and proof of shipping is required.) Refunds are not available for products that have been opened and used, have damaged packaging, are missing accessories, or have been returned after the 7-day no-questions-asked period.
Quality Issue Refunds (refunds due to product quality): Products with quality issues such as material mismatch (e.g., a "pure cotton towel" is actually made of synthetic fiber), functional malfunctions (e.g., a small kitchen appliance doesn't work properly), workmanship defects (e.g., a ceramic bowl has cracks, fabric items have unraveling threads), or specification deviations (e.g., a "20cm storage box" is marked "20cm" but the actual dimensions are off by more than 3cm). If the product has already been used by the user or is damaged due to improper use, it will not be considered a "quality issue" and will be processed as a "no-questions-asked refund" or "repair service." Refunds due to logistics issues: If the logistics company confirms the item is lost, the user must provide the tracking number and proof of loss. The platform will issue a full refund and a 10% coupon (users can choose whether to accept). If the item is damaged during shipping upon receipt, the user must refuse to sign for it immediately, take photos, and contact customer service within 24 hours. Upon confirmation, a full refund or reissue will be issued. Return shipping (if already signed for) will be borne by the platform.
If the user believes the refund amount is incorrect or the review result is unreasonable, they may submit a dispute request to customer service (service@olympigo.com) within three calendar days of receiving the refund decision. Provide the order number, reason for the dispute, and relevant supporting documentation. The platform will review the request within three business days and provide a final resolution.
If the parties cannot resolve the refund dispute through negotiation, the user may file a complaint with a local consumer protection agency (e.g., US users may contact the FTC; international users may contact their local consumer protection agency) or file a lawsuit in a court with jurisdiction over the platform's location.