Return and refund policy

Returns are accepted on most of the catalogue. The four things worth knowing are the window, the condition requirement, who pays the return delivery, and when the refund lands.

The window for returns

The window is 10 days from the day the parcel is delivered. Get your message to us inside it; the item itself can travel back afterwards.

On exchanges

On exchanges: we do not offer a direct exchange. The practical route is to return the piece you have and place a fresh order for the replacement, so the second order ships without waiting for the first to come back.

Return delivery costs

It depends on why the item is coming back. A change of mind means the return delivery is arranged and paid for by you. If the item was damaged, faulty, wrong or incomplete and we confirm that, Olaris Pavilion covers or reimburses the return delivery cost – you should not be out of pocket for our mistake.

If the parcel arrives damaged

Contact [email protected] within 48 hours of delivery with photographs of the parcel and its contents. An unboxing video is strongly recommended. We review what you send and arrange a replacement or a refund where applicable. A claim is not refused solely because there is no video.

Refund timing

Refunds are processed within 7 business days of the item arriving back and passing the condition check. Money returns by the route it came – or, for a Cash on Delivery order, to bank or UPI details you give us. Nothing is deducted; there is no restocking fee.

If you were charged twice

Paid twice for the same order? After we confirm the duplicate transaction, the extra payment is returned within 5 business days. It is handled independently of any return.

Items outside this policy

Exclusions are narrow. Personalised or made-to-specification items cannot come back. Neither can clearance stock that the product page marks non-returnable. And where the packaging is part of the product, an item returned without it cannot be accepted.

What condition an item has to be in

A returned piece should be unused, back in its original packaging, and complete – every part and accessory that came with it. Include the order invoice from the parcel. If an item has been used, installed, altered or washed we cannot take it back, unless it was faulty when it arrived.

Returning garden items

A planter that has held soil cannot be returned as unused, so please check size and drainage before planting. Raised beds and flat-packed furniture must come back unassembled and in the original carton. Terracotta arriving cracked counts as damaged, not change of mind – photograph it before unwrapping anything further.

Warranty

Olaris Pavilion does not provide an additional warranty through this store. Where a warranty is stated on a product page, that warranty applies according to its own terms.

Where returns go

Returns go to the business and order fulfilment address: Sachin tower, 1, Sai Baba Nagar, Dwarkapuri, Indore, Madhya Pradesh 452009, India. Please write to [email protected] before sending anything back so the return is logged against your Order ID.