Refund policy

Last updated: October 2025

This Refund Policy applies to all purchases made on oola-uk.com and is operated by NK Retail B.V., trading as OOLA. By placing an order with us, you agree to the terms outlined below. These terms are intended to comply with applicable consumer protection laws in both the United Kingdom and the European Union.

1. Return Eligibility

We want you to be satisfied with your purchase. If you are not, you may return your order within 30 days of receipt, provided that the items meet the conditions below:

- The product is unused, undamaged, and in its original packaging.
- The product has not been washed or altered.
- All components and accessories are included.
- The return request has been submitted within the 30-day period following receipt.

In addition to this 30-day policy, consumers within the United Kingdom are entitled to a 14-day statutory right of withdrawal. This right allows you to cancel your order within 14 days of receiving the goods, for any reason. To exercise this right, you must notify us of your intention to withdraw before the 14-day period expires.

2. How to Initiate a Return

To initiate a return, please email our customer service team at info@oola-uk.com. Your message must include the following details:
- Order number
- Reason for the return
- Photo evidence (if applicable, e.g., damaged or defective products)
- Full name and address of the customer

Once your request is reviewed, our team will provide you with the return instructions and the correct return address. Do not send your return to the sender address listed on the package; returns sent without authorization may not be processed.

3. Return Shipping Costs

Customers are responsible for the cost of return shipping, except in cases where the item is faulty or damaged upon arrival. Please note that all returns must be sent to our central warehouse in Asia at the customer’s expense.

4. Refund Processing

Once your returned item has been received and inspected, we will notify you via email regarding the approval or rejection of your refund. Approved refunds will be processed within 14 days and automatically applied to your original payment method. Shipping costs (if applicable) are non-refundable.

5. Exceptions and Non-Returnable Items

Certain products cannot be returned for hygiene or safety reasons once opened, such as underwear or personal accessories. We also reserve the right to refuse a return if the returned item appears used, damaged, or does not meet the stated conditions.

6. Late or Missing Refunds

If you haven’t received your refund after the processing period, please check with your bank or credit card company first, as there may be a delay before the refund is officially posted. If you’ve done this and still have not received your refund, please contact us at info@oola-uk.com.

7. Goods in Transit and Cancellations

Because our products are shipped from Asia, there may occasionally be extended delivery times beyond our control. Once an order has been dispatched, cancellation is no longer possible. Customers may, however, exercise their return rights after receipt of the goods.

8. Contact Information

For any questions or assistance regarding returns or refunds, please contact us at:

OOLA (oola-uk.com)
Operated by NK Retail B.V., trading as OOLA
Registered office: Rijswijk, The Netherlands
Email: info@oola-uk.com